The Director IT Service Management (ITSM) Office will lead a team of service management employees who are focused on process-based I.T. operations and I.T. service excellence. The incumbent is a practitioner that will be responsible for oversight and hands on activities who is a self-driven individual with strong communication and management skills and can communicate to all levels of the organization on the topics of ITSM workflow, process, and service quality perspective. The incumbent will focus on building, continuously improving, and supporting existing processes.
Job Responsibilities:
Chair the CIO leadership committee for ITSM services
Leads and facilitates the effective implementation and delivery of capabilities supporting ITSM processes using industry best practices – including ownership of the 3-year deployment roadmap
Enable and champion an IT service culture
Champion and promote ITIL process improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics
Act as primary vendor manager across NCR for the ITSM vendor commercial relationship (ServiceNow)
Balance ITSM best practices between SaaS go-to-market and internal corporate IT Services organization
Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives
Coordinate inter-process changes with process owners
Formulate, agree and maintain an appropriate SLM structure for the Service Delivery
Analyze and review actual service performance against SLAs and OLAs
Provide regular reports on service performance and achievement to DoIT leadership
Review SLA targets and metrics where necessary
Review OLA targets and metrics where necessary
Review third party underpinning agreements where necessary
Qualifications
Desired Skills and Experience
Education and Experience:
Bachelor’s Degree in Computer Science, MIS, or similar degree or related professional experience
7 or more years’ experience in Service Management leadership role and/or I.T. leadership role
3+ years with ServiceNow implementations and operations
Experience with ITILv3 and/or COBITv5
Strong understanding of ITSM-ITIL tools and experience implementing ITIL compliance processes.
Demonstrated experience managing I.T. professional and or the demands placed on a service management organization
Experience presenting to stakeholders in a non-technical manner based on the needs of the stakeholder group.
Experience providing process to technical teams utilizing best practices.
History of building positive and productive relationships with a diverse group peers at all levels, and thriving in a fast-paced, collaborative and challenging team environments
ITIL Foundation Certification, current. Advance ITIL Certification preferred.
Knowledge/Skills/Abilities:
Advanced planning and organization skills; can manage multiple tasks, meet deadlines, and respond to changing priorities.
Excellent interpersonal and communication skills with the ability to lead teams of service management based employees. Experience assigning, delegating and directing the work of the team.
Strong communication skills across all levels in the organization.
Demonstrated ability to drive and implement innovative thinking and change within an organization across direct reports and peers.
Skilled at evaluating, training, confronting and supporting staff at multiple levels.
Demonstrated strong service management experience/knowledge in implementing and managing key ITIL framework areas.
Self-starter with initiative to proactively identify and act upon opportunities without direction.
Demonstrated Ability to lead, motivate, supervise and develop employees.
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