Director IT Service Management

This individual will provide strategic leadership and oversight for the Data and Technology operations group, responsible for ensuring the efficient and effective delivery of IT services, maintaining the availability and performance of IT systems, and driving operational excellence.

Key Accountabilities:

• Oversee Change Management, Incident Management, and Service Management teams.  Develop and maintain SLAs, MTTRs, and KPIs that consistently meet and exceed performance objectives.

• Provide strong leadership, mentorship, and direction to the IT operations team. Foster a collaborative and high-performance work culture that encourages professional growth and development. Ensure adequate skills and resources are available to support IT operations.

• Implement and manage ITIL (v4) principles and best practices to ensure the highest level of service quality and operational excellence.

• Lead, mentor, and inspire a team of IT professionals, fostering a culture of continuous improvement, collaboration, and accountability.

• Manage relationships with IT vendors and service providers, monitor performance, and ensure compliance with service level/contractual agreements. Continuously evaluate, monitor, and report vendor services and seek opportunities for cost savings and operational improvements.

• Drive process improvements, automation initiatives, and resource optimization to enhance service efficiency and effectiveness.

• Ensure adherence to quality standards and regulatory/audit requirements, leading remediation efforts when necessary.

• Establish and enforce IT governance frameworks, policies, and procedures. Ensure compliance with regulatory requirements, industry standards, and internal controls. Collaborate with internal audit and compliance teams to ensure adherence to policies and guidelines.

• Stay abreast of emerging technologies, industry trends, and best practices relevant to IT operations. Evaluate and recommend adoption of new technologies to improve operational efficiency, enhance security, and drive innovation.

• Communicate IT operations strategies, roadmaps, initiatives, and performance to executive leadership, stakeholders, and staff. Build strong relationships with business leaders, ensuring alignment of IT operations with business objectives and priorities.

Knowledge and Experience:

• Proven experience in IT end user operations management, including responsibility for system reliability, performance management, capacity planning, and security.

• Strong knowledge and experience with troubleshooting methodologies, backup and recovery processes, and hardware/software installations and upgrades.

• Exceptional project management and leadership skills, with the ability to effectively manage teams and resources.

• Proficiency in conducting performance management discussions and assisting in career growth and development.

• Solid understanding of IT standards and best practices, including the ability to review and define standards in collaboration with other IT management and technical staff.

• Excellent analytical, problem solving, and decision-making skills. 

• Effective communication and interpersonal skills, with a focus on providing clear status reports and collaborating with stakeholders at all levels of the organization.

• Proven ability to identify opportunities for process improvement and propose recommendations for enhancing efficiency and performance.

• Minimum 7 years of experience in IT service operations, including at least 3 years in a leadership role with demonstrated ability to lead and develop high-performing teams.

• Experience in negotiating and managing external vendor relationships for maintenance or support services.

• Strong commitment to compliance with IT procedures and quality standards.

• Ability to create a collaborative and team-oriented work environment, promoting team building and cooperation.

• Proficiency in budget management and resource allocation within the relevant area of responsibility.

Education:

• Master's degree in a relevant technical area (Electrical Engineering, Information Systems, Computer Sciences, Computer Engineering) or BS and equivalent work experience.