Director, IT Service Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Formulate and implement the enterprise IT Service Management strategy.

• Guide and nurture a team of IT professionals through setting goals, providing coaching, delivering feedback, managing performance, and fostering a positive culture.

• Offer strategic leadership and oversight for IT service delivery operations.

• Oversee incident, request, change, and problem management processes.

• Advocate for automation, operational efficiency, customer satisfaction, and service reliability.

• Establish governance for ITSM platforms and service management methodologies.

• Enhance platforms, automate workflows, maintain documentation standards, plan for disaster recovery, and set up operational frameworks.

• Supervise vendor and service provider performance, contractual obligations, service expectations, and opportunities for innovation.

• Propel service performance measurement and reporting, including SLAs, operational metrics, service health, automation adoption, and customer experience.

• Keep comprehensive IT operations and service desk documentation as well as maintain service catalog integrity.

• Ensure compliance with industry best practices and standards.

⛳️ Requirements

• Associate Degree or a comparable combination of education and experience.

• Over 7 years of management experience overseeing ITSM functions, including Service Desk, managed service operations, problem and incident management, while driving operational excellence in accordance with best practices like ITIL.

• Leadership experience in IT Service Management.

• Proficiency with ServiceNow and ITSM Governance.

• Demonstrated strategic leadership experience in developing and implementing an IT Service Management vision that aligns with organizational priorities and business needs.

• Capability to manage extensive service delivery operations.

• Experience utilizing automation, process optimization, metrics, and technological advancements.

• Strong grasp of ITSM and ITIL best practices, encompassing incident, request, change, problem, major incident, and service continuity management.

• Ability to create governance frameworks, performance standards, and operational processes.

• Experience in managing outsourced service providers, technology vendors, and strategic partnerships, including service level management, contract oversight, and performance improvement initiatives.

• Proficient in analyzing operational data, service metrics, and trends.

• Knowledgeable in budget planning, financial stewardship, resource allocation, and technology investment planning.

• Ability to lead organizational change and promote the adoption of new processes, technologies, and methodologies.

• Willingness to work weekends, evenings, and holidays occasionally as necessary.

• Occasional travel of 10–15% may be required.

• Frequent sitting and usage of computer equipment; occasional standing, walking, bending, and lifting materials weighing up to 10 lbs.

• ITIL certification is preferred.

🏝️ Benefits

• Generous paid time off policy.

• Medical benefits.

• Dental benefits.

• Retirement benefits.

• Wellness programs.

• Professional development programs aimed at enhancing staff skills.