Senior Director IT Service Management

Parexel is hiring a Senior Director, IT Service Management to deliver best value ITSM services for the benefit of our clients, employees, and investors through the application of computer and communications technologies along with innovations in information management, data collection and analysis, and integrated global processes. Ensure the delivery of a reliable, high quality, integrated systems environment for all users utilizing ITIL principles, including incident management, change management, problem management, performance management. Lead IT service functions, including Service Desk, NOC and Application Performance Management while providing direct supervision to global resources in support of mission critical systems.

Key Accountabilities:Strategic Agility: Ability to develop & communicate strategic vision; can anticipate future trends accurately; has broad knowledge and perspective; can create & lead competitive and breakthrough strategies and plans.Judgment / Continuous Improvement: Ability to demonstrate sound business judgment with a keen eye for continuous innovation and improvement.Leadership and Team Building: Able to motivate and inspire a diverse group of employees and stakeholders by translating technical objectives business benefits. Ability to attract superior talent and develop that talent for future growth.Driving for Results: Ability to thrive in a very high-growth, entrepreneurial atmosphere and achieve results by understanding and managing the key levers of the business.QualificationsSkills:Work across functions performing incident trend investigations ensuring accurate root cause analysis Setup/Build dashboards that summarize operation performance trends (Daily/Weekly/Monthly) reports according to best ITSM practicesMonitor the responsiveness and availability of critical enterprise applications from end user prospectiveSetup up communication mechanisms and process integrations with the tools like IFS Assyst for incident creation and trackingCollaborate with all IT functions to configure custom dashboards/alerts/reports on need basisUse subject matter expertise understand the current ITSM practices, identify gaps and provide recommendation with industry best practicesMake effective use of tools to improve root cause analysis effectiveness and correlation of eventsMaintain and enhance dashboards and reports as needed to meet business requirementBuild self-service dashboards for enterprise users at different levelsBuilds an efficient, cohesive, high-performing team and collaborates across Information Technology teams.Able to travel internationally once a quarter minimum to Shared Services Center.Knowledge and Experience:10+ years of experience in implementing & managing ITSM Standards & ITIL Principles.5+ years of leading/managing teams, functions, and platforms; including managing a Managed Service Provider. Strong operational experience understanding best practicesGood understanding of Integrated Operations setup/best practicesPrior experience with enterprise-level ITSM GovernanceAbility to guide and deliver solutions for new process and operational implementations.Creation and management of various reporting dashboardsExcellent presentation and communication skillsAbility to communicate complex business challenges in a non-technical and simplified manner to senior management and business stakeholdersSuperior analytical, evaluative, and problem-solving abilitiesEducation:B.A. or B.S. in Computer Science or similar field, or related work experience. Employment is contingent on disclosure of your COVID-19 vaccination status and, if relevant, proof of vaccination.EEO DisclaimerParexel is an equal opportunity employer.  Qualified applicants will receive consideration for employment without regard to legally protected status, which in the US includes race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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