Director, IT Service Management

• Define and execute the overarching strategy to guide Service Delivery Management. Ensure IT meets its delivery goals and commitments.
• Lead the Service Management team and partner with the IT Service Delivery teams (Applications, Infrastructure, Data Solutions, IT Security) to deliver reliable and consistent outcomes to customers daily.
  • Work with the IT Service Delivery team and Customer Success Team to design, implement and maintain a consistent metrics framework that measures the performance of the IT department.
  • Based on the metric framework, develop, and maintain meaningful and timely regular reporting for internal purposes and to customers.
  • In collaboration with Procurement, work with 3rd party suppliers to ensure that their performance is aligned with and in support of the firm's own service commitments.
  • Integrate Agile/DevOps approach with the key elements of ITIL to develop consistent processes and procedures to effectively balance the need to reliably operate IT assets in production while satisfying the constant need for change.
  • Develop consistent standard operating procedures, processes and policies across the department leveraging ITIL, Agile and similar frameworks. (change management, incident management, knowledge management, asset & configuration management, scrum etc.)
  • Implement best SDLC practices and tools consistently across all applicable areas
    Note: The firm does not develop software; however, they deploy code in various areas e.g., infrastructure as code, business intelligence, data warehousing, MDM (Master Data Management), ERP (Enterprise Resource Planning) customizations.
  • Build and maintain a formal IT Services and Solutions Catalogue and implement governance processes for managing the Catalogue.
• Work closely with the Customer Success Department on
  • integrating the PMO (Project Management Office) and IT processes, standards and tools and ensure mutual compatibility.
  • supporting PMO processes such as resource planning and ensuring data quality provided by IT.
• Develop and maintain IT cost tracking and provide inputs to customer chargeback in close collaboration with the Customer Success and Finance Departments. Develop and maintain associated IT costing processes such that the Finance Team can invoice customers correctly, timely and efficiently.
• Develop and implement a continuous improvement framework (e.g., CAPA), within Technology using Lean Six Sigma or similar frameworks.
• Serve as application owner for the service management tool suite (currently Atlassian and others) and provide the requirements such that it can appropriately drive and measure the department's performance.
• Provide leadership and guidance to the team regarding best service management practices.
• Keep up with service management, continuous improvement and related frameworks, and industry best-practices and evaluate their benefit to the IT organization.

• Bachelor's degree in information science, computer science or related field preferred. Graduate degree preferred.
• 15 years of professional experience, with 7+ years of experience building and leading an IT Service Management organization.
• High degree of flexibility and ability to work with employees at all levels of the organization with diverse backgrounds.
• Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms, including the capability to translate technical matters to a non-technical audience.
• Strong consulting skills and mindset. Prior experience with a consulting firm is a plus. Must have ability to adapt to middle market environment.
• Recognized as a thought leader and change agent within the company.
• Enjoy working in a fast-paced, agile environment.
• Strong customer service focus.
• Ability to use ambiguity as an opportunity to shape the environment.
• Excellent team player with the ability to influence others.
• Self-motivated, proactive, independent, and responsive.
• Strong analytical, communication, teamwork, and interpersonal skills.
•  

• Extensive experience (10+ years) with implementing service management frameworks , most importantly ITILv3 and higher, in a dynamic, growing environment.
• Strong knowledge of software development frameworks Agile, Scrum, DevOps, CI/CD etc., Experience in extending its use to other areas including operations is a plus.
• Proficiency in process improvement approaches such as CAPA, Lean Six Sigma, Kanban, and others.
• Experience with the Atlassian Suite (Jira, Jira Service Desk, Confluence, OpsGenie, etc.)
• Experience with service management platforms such as ServiceNow is a plus.
• Project Management (PMI).

• Location: Dallas
• Travel anticipated: <30%

Last updated on Nov 6, 2023