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Global IT Service Director

2 months ago

Atlanta, United States Boston Consulting Group Full time
WHAT YOU'LL DO
BCG is partnering with our clients to tackle some of the world’s biggest and most pressing challenges. Grounded by our values and guided by our purpose, we are unlocking the potential of those who advance the world.

As the Global IT Service Director, you will be an integral part of our global IT support team, dedicated to managing and enhancing IT support for our employees. Your primary goal is to optimize efficiency, save time, and prevent IT issues, thereby enabling our firm's success. You will collaborate closely with IT Product and Service owners, contributing to continuous improvement, digital transformation, and innovative strategies to achieve the highest possible customer experience.

Key Responsibilities:

You will be part of a team managing the Global IT Service Center Support, ensuring seamless IT support and service delivery. Reporting to the Global IT Service Senior Director and working closely with two other Global IT Service Center Directors, you will drive impact and progress across IT operations, contributing significantly to the firm's digital transformation. Your responsibilities include supporting the transformation of products, processes, technology, and operational methods to global standards. By ensuring exceptional service, value, and flexibility, you will uphold the firm’s commitment to delivering an unrivaled customer experience. Collaborating with IT Product and Service owners, you will help implement and improve digital solutions. You will handle escalations and manage complaints, ensuring senior stakeholders and VIP users receive prompt attention. Additionally, you will proactively identify and resolve IT issues, minimizing downtime and optimizing productivity, while fostering a culture of continuous improvement and innovation.

As a customer-centric leader, you will drive the design and delivery of exceptional IT support services. You will collaborate with your peers, and cross-functional teams to support the firm's business growth strategy and enhance digital product offerings. Your role involves prioritizing and managing IT service enhancements, with a focus on efficiency, effectiveness, and customer satisfaction. By leveraging new technologies and innovative practices, you will maintain and improve IT support processes. Additionally, you will support the Global IT Service team in data collection, sharing, and reporting to ensure accurate and timely information flow.
YOU'RE GOOD AT
  • Customer Focus: Demonstrated dedication to understanding and learning about customer needs, behaviors and requirements.
  • Escalation Management: Handling escalations and complaint resolution effectively, ensuring senior stakeholders and VIP users are promptly and satisfactorily addressed.
  • Innovative Thinking: Divergent thinking and converging ambiguous ideas into tangible IT user experience improvements.
  • Results-Driven: Delivering results in a fast-paced, complex, multi-disciplinary environment.
  • Leadership: Leading, directing, and empowering team members, including those for whom you do not have formal management authority.
  • Data-Driven Decisions: Bringing a data-driven approach to decision making, both in day-to-day management and in making strategic trade-offs.
  • Strategic and Pragmatic: Strategic thinking and pragmatic solutioning for IT service improvements and communicating effectively across all levels of the organization.
  • Priority Management: Managing competing and fluctuating priorities, working effectively with ambiguity.
  • Creativity: Looking beyond the obvious for creative and innovative IT service solutions.
  • Team Collaboration: Working effectively on a diverse and distributed team on cross-functional IT initiatives.

YOU BRING (EXPERIENCE & QUALIFICATIONS)
Experience:
  • 8-10 years in IT service management, with significant leadership experience.
  • Proven track record in managing global IT support teams and driving digital transformation.
  • Extensive experience in Agile environments
  • Successful collaboration with cross-functional teams, and vendors.
  • Expertise in overseeing IT infrastructure and service delivery.
Skills:
  • Strong leadership and team management abilities.
  • Excellent communication and interpersonal skills.
  • Strategic thinking and problem-solving capabilities.
  • Proficiency in IT service management frameworks (e.g., ITIL) and Agile methodologies.
  • Strong project management skills.

YOU'LL WORK WITH
This role sits within our Global IT Service Team. Reporting to the Global IT Service Senior Director and collaborating with two other Global IT Service Center Directors, you will be an integral part of our global IT support team. You will engage with members of our agile IT Product and Service teams, key stakeholders, and our vendor supporting IT Service operations. This collaboration ensures seamless IT support, drives digital transformation, and contributes to continuous improvement and innovation, ultimately delivering an exceptional customer experience.