Director, Technology Service Management
4 weeks ago
Responsibilities:
- Responsible for the creation of a culture of technology service excellence, delivering the best client experience possible.
- Serve as the driving change agent committed to service, continuous improvement, quality, and value.
- Serve as the owner and leader of the service catalog, end-to-end service designs, service delivery processes and execution, service management, measurement, and reporting, and continuous improvement of all aspects of ITSM processes.
- Oversee and optimize the performance of our technology service desk, ensuring timely resolution of incidents, and enforcing the standard of “no problem twice”.
- Leverage ITIL and Six Sigma principles to evangelize the tenets of the Service Experience.
- Maintain a deep knowledge of IT Service Management and identify opportunities for process adoption, enhancement, and improvement of Catalog, Incident, Major Incident, Request, Problem, Change, and Knowledge domains.
- Lead the definition data-driven effective SLAs, SLOs, KPIs, and Metrics. Delivers effective and actionable reporting.
- Ultimate point of contact for escalation of Service Management process-related issues, highly engaged with and responsive to key stakeholders.
Qualifications:
- Bachelor's degree required; MBA or relevant advanced degree desirable.
- 5+ years of leadership experience in an IT Service Management function
- ServiceNow experience highly preferred.
- ITSM certification preferred. Six Sigma methodology Greenbelt is preferred.
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