Job Description

Director of IT Service Management

Director of IT Service Management is responsible for setting the strategy for and overseeing the day-to-day operations associated with IT service management including but not limited to service catalogs, request, knowledge, event, incident, problem, change, and asset management. This role will be also responsible for overseeing agency use of the ITSM application suite and data analysis for decision insights from the appropriate metrics. As Director of IT Service Management, you will act as custodian of the organization Service Levels overseeing the alignment and management of Continuous Services through a process of definition, agreement, operation measurement and review. The review shall consiste of reporting on operational performance against the SLAs requirements and instigate actions to address opportunties of performance in line with the agreed SLA.

The position manages service request, knowledge, event, incident, change asset and problem management processes, leading the root cause analysis of major incidents to improve IT's knowledge and understanding of the major incident and drive corrective action. The position's responsibilities begins with activities that include analyzing and reviewing as-is strategies, processes and procedures, process interfaces, performance levels, tools, and skills to facilitate Service Management. The position will require the knowledge and understanding of industry trends such as AI, ChatBot, Automation, Workflows, API’s, and Data Analytics to innovate and drive efficicencies across its services.

This leader will help shape global strategy across the CIO-suite as it relates to their area so that they have consistent objectives that create cohesion across the organization.  Through collaboration at all levels, they will optimize and leverage their resources to ensure objectives are met efficiently and effectively.

Key Responsibilities

Build the ITSM organization to design, build and sustain the platform. Lead a technical team of project and operations resources to deliver on your priorities while providing thought and organizational leadership.
Build and drive a Global Enterprise Service Desk organization
Work with technical and functional owners of related technology spaces, regional operations leaders, subject matter experts, and vendors to define creative solutions while maintaining employee experience , cybersecurity and financial commitments
Design, implement, and manage ITSM processes and procedures based on ITIL standards to ensure consistent and efficient delivery of IT services.
Enforce process governance and attention to data quality
Develop positive relationships with key stakeholders and vendors.
Conduct regular reviews and audits of ITSM processes to ensure they are operating effectively and efficiently.
Collaborate with other IT teams and stakeholders to ensure the successful implementation and integration of ITSM processes.
Develop and maintain ITSM metrics and reports to track and measure the effectiveness of ITSM processes and procedures.
Provide training and support to end-users to ensure they understand and use ITSM tools and processes effectively.
Create and publish metrics, including KPIs and OKRs for management on ITSM tools, processes, and adherence.

Job Qualifications

5+ years ITSM operational management experience and/or advanced certifications in ITIL / ITSM process framework
Depth experience and understanding of digital workplace technology and services
Excellent written/verbal communication and facilitation skills for communicating at all levels (employees and leaders); including strong presentation skills.
Previous execution and delivery experience, aligned with the ability and experience of defining technology strategy to best enable and drive the business.
Experience of driving large scale, enterprise wide transformation, including the culture and mindset of a group to embrace new and improved ways of using technology.
Demonstrated presence to effectively represent IT and the corporation externally and to key vendors. Interaction with technology officers and internal customers will be an important component.
Comfort with ambiguity and able to independently drive resolution of issues and challenges.

Educational Background:

A Bachelor’s degree in STEM or related field or equivalent experience.