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Head of Service Operations

2 months ago

New York, New York, United States Chesapeake Utilities Corporation Full time

We are looking for a Head of Service Operations to lead the IT service management for our organization, focusing on two primary technology teams: Service Desk (Level 1) and Technical Support (Level 2). This role is crucial in shaping, enhancing, and sustaining service excellence across the board. The Director will be responsible for ensuring top-tier customer service and technical support for a diverse group of stakeholders, while also driving a comprehensive agenda of technological advancements and ongoing improvements.

Key Responsibilities:

  • Establishing, refining, and supervising the essential ITIL-based service management processes, including incident management, problem management, application management, request fulfillment, and identity and access management.
  • Collaborating with internal departments such as infrastructure, client platform engineering, security operations, and project management to implement and oversee change management, technical management, policy formulation, execution, and compliance.
  • Developing and maintaining a global technology service catalog, service portfolio, policies and procedures, configuration management database (CMDB), and associated tools.
  • Executing local and global projects and releases, such as hardware refresh initiatives, operating system upgrades, software rollouts, and support for company-wide events.
  • Managing the IT asset register (Software Asset Management/Hardware Asset Management) to ensure adherence to licensing requirements and ongoing cost efficiency.

Qualifications:

  • Proven experience in delivering customer service and managing teams across various geographic locations.
  • Exceptional written and verbal communication, analytical, and organizational skills.
  • Strong technical proficiency in core technologies and related applications, including Google Workspace, Microsoft 365, and operating systems such as OSX and Windows 11.
  • Excellent problem-solving and troubleshooting capabilities.
  • Ability to adopt a comprehensive global perspective.
  • Demonstrated success in executing large-scale technology initiatives.
  • Experience working collaboratively within a team and across different divisions.
  • Commitment to supporting and mentoring team members, fostering a positive work environment.
  • Background in a similar technology leadership position.

Note: This is a hybrid role requiring a combination of in-office and remote work.

Chesapeake Utilities Corporation is dedicated to fostering an inclusive workplace that reflects the diverse backgrounds and perspectives of our employees. We are an Equal Opportunity Employer and encourage applicants from all walks of life to apply.