Director - Service Design Management - Time Warner - Atlanta

Job description

Fully accountable for the Service Portfolio and Continual Service Improvement within EIS. Responsible for process development, delivery, adoption and compliance in order to improve service, and achieve an optimum cost base within EIS. Responsible for implementation and operation of these processes. Provides initial signs off on the processes as delivered by the process owners, and delivers to the agreed service levels.
Ensure that all service management functions and associated operational & business processes and services are developed, deployed and effectively managed and maintained to meet specific business needs. Champion and promote service improvement across the organization.


PRIMARY JOB RESPONSIBILITIES:
• Develops EIS Service Portfolio and associated business processes. Develops process strategy and build stakeholder buy in. Champions business and process management engagement within all EIS functions
• Reviews and gains approval for the solution with key stakeholders. Accountable for the content of the service and request catalogs
• Accountable for adoption of Service Request and Catalog processes through learning programs, communications, subject matter support etc.
• Works with Process Management to measure and quantify performance and compliance.
• Accountable for all process performance through compliance and performance reporting, and stakeholder engagement.
• Leads the EIS continual service improvement initiative and process maturity through regular reviews of the tools and the process, trend analysis and statistics reporting, and through regular engagement with stakeholders and the wider Service Management industry.

Desired Skills and Experience
• 10+ years’ experience in IT services including supervisory experience in infrastructure and operations support functions
• Experience in defining IT service management metrics, developing service management procedures and managing service lifecycle improvement
• Experience across multiple methodologies and frameworks such as ITSM, Six Sigma, CoBit and other operational management and improvement disciplines preferred
• A strong background in the development of efficient, reusable and re-deployable processes, systems and organization structures
• Demonstrable track record of delivery within technology environments. Highly analytical in problem solving with the ability to apply original and innovative thinking
• Significant experience with operational management of problem resolution under ITIL frameworks

EDUCATION:
• Bachelor’s degree in Computer Science, management information systems or related field or equivalent work experience.
• ITIL Expert Certification preferred
• PMP certification preferred

SPECIALIZED KNOWLEDGE:
• Strong overall understanding of IT infrastructure, application development and end-to-end production system integration

SKILLS:
• Proficiency in managing budgets, staffing and project management of short and long-running projects involving complex software, internal and third-party partner infrastructure and major launches
• Strong leadership abilities and track record of delivering exceptional results and building world-class teams
• Ability to develop and lead teams
• Ability to work collaboratively to define strategies, to innovate and to manage technical solutions
• Ability to facilitate and coordinate cross-organizational technical strategies and solutions
• Ability to communicate clearly and concisely
• Must possess an aptitude for translating complex, technical subjects into clear, business-oriented communications
• Strong business acumen, managerial, organizational, analytic and problem solving skills
• Excellent facilitation, collaboration, negotiation and presentation skills
• Collaborative and cooperative approach to leadership and management

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