Director, IT Service Management

Job Description:

Application Deadline

Applications for this position will be accepted through May 15th, 2024, subject to earlier closure due to applicant volume.

The Role at a Glance

The Director of IT Service Management provides strategic leadership and direction to drive performance and ensure operational excellence across key areas of responsibility. This role oversees the Major Incident, Problem, and Change Management functions, ensuring best practices are followed and aligned with business goals. The Director also oversees the Monitoring and Alerting SMEs in the Technology Operations Center (TOC), ensuring efficient operations, timely incident response, and proactive service delivery. A key focus of this role is leveraging data analytics to drive analysis, continuous improvement, identify trends, and continuous improvement strategies surrounding availability and change metrics. Additionally, this role serves as a senior escalation point for complex support issues and collaborates with senior leadership to drive resolution and continuous improvement.

What you'll be doing

• Maintains knowledge on current and emerging developments/trends, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
• Directs and enhances organizational initiatives by positively influencing and supporting availability management and/or departmental/enterprise initiatives.
• Identifies and directs the implementation of process improvements that significantly reduce operational risk to the firm, or improve quality across the department for their assigned area(s) of responsibility.
• Provides subject matter expertise to team members and internal/external stakeholders on complex assignments/projects.
• Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent.
• Directs and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards.
• Establishes and implements priorities, performance goals and objectives to ensure group results.
• Directs and provides leadership to continually improve the capability and results for their assigned area(s) of responsibility.
• Ensures that top talent is hired and retained for their assigned area(s) of responsibility.
• Directs and monitors the performance of Technology Operations resources, which includes ensuring assigned tasks are completed, providing feedback on day-to-day performance, and working to identify and address training needs.
• Ensures Technology Operations resources maintain compliance with service level agreements.
• Directs and provides technical support to the monitoring tools team, the NOC team, as well as the availability management team.
• Advises support staff concerning administrative procedures, escalated technical issues, and priorities.
• Monitors and directs reports on progress, work trends, and problems.
• Provides direction surrounding availability management key systems and processes.
• Directs multi-site operations 24/7 with the help of managers and team leads.

What we’re looking for

Must Haves

• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's)
• 7+ Years experience in IT Support, specifically in Technology Operations Centers and with IT Major Incident, Change and Problem Management systems and processes that directly aligns to the responsibilities of this role, including 3+ years of supervisory, managerial, and/or demonstrated leadership experience