Director, IT Service Management

Director, IT Service Management

Our client, a global professional services firm, is looking for Director, IT Service Management to build and lead a service management organization that strives for operational excellence and enables us to provide world-class while continuously improving technology solutions. As a strategic partner to several investments and operating companies around the world, they are responsible for delivering technology solutions that help their partners create a competitive advantage. The Director, IT Service Management will build and lead an IT Service Management team that ensures IT Services consistently meet business needs of customers using optimized and consistent service delivery processes, service level targets, performance metrics and reporting. The candidate will put frameworks in place that measure the effectiveness and efficiencies of operations in a rapidly evolving environment and identify opportunities for improvements. Understanding the objectives and challenges of the delivery teams (Applications, Infrastructure, Data Solutions, IT Security) the incumbent will work with the technology service delivery teams and their vendors to optimize service delivery in a measurable way. He/She will ensure that the systems, tools, and processes used to achieve these objectives are consistent across IT. The incumbent will drive the implementation of best SDLC practices and tools in applicable areas such as "Infrastructure as Code. The incumbent has a data and process driven approach and has a continuous improvement mindset that constantly questions the status quo and challenges the delivery teams as we grow and mature the IT Department. The candidate will work closely with the Customer Success department to understand customer needs and expectations, ensure that these are factored into service delivery and communicate the state of service delivery including performance metrics to customers. In collaboration with the Finance Team, the candidate will be responsible for the financial management of the IT department by developing budgets, forecasts and tracking actuals and deviations. Working with Customer Success and the Finance Team, the incumbent will be responsible for refining the current chargeback model and ensuring that services are invoiced accordingly.

Responsibilities

• Define and execute the overarching strategy to guide Service Delivery Management. Ensure IT meets its delivery goals and commitments.
• Lead the Service Management team and partner with the IT Service Delivery teams (Applications, Infrastructure, Data Solutions, IT Security) to deliver reliable and consistent outcomes to customers daily.
• Work with the IT Service Delivery team and Customer Success Team to design, implement and maintain a consistent metrics framework that measures the performance of the IT department.
• Based on the metric framework, develop, and maintain meaningful and timely regular reporting for internal purposes and to customers.
• In collaboration with Procurement, work with 3rd party suppliers to ensure that their performance is aligned with and in support of the firm's own service commitments.
• Integrate Agile/DevOps approach with the key elements of ITIL to develop consistent processes and procedures to effectively balance the need to reliably operate IT assets in production while satisfying the constant need for change.
• Develop consistent standard operating procedures, processes and policies across the department leveraging ITIL, Agile and similar frameworks (change management, incident management, knowledge management, asset & configuration management, scrum etc.)
• Implement best SDLC practices and tools consistently across all applicable areas Note: The firm does not develop software; however, they deploy code in various areas e.g., infrastructure as code, business intelligence, data warehousing, MDM (Master Data Management), ERP (Enterprise Resource Planning) customizations.
• Build and maintain a formal IT Services and Solutions Catalogue and implement governance processes for managing the Catalogue.
• Work closely with the Customer Success Department on integrating the PMO (Project Management Office) and IT processes, standards and tools and ensure mutual compatibility.
• Support PMO processes such as resource planning and ensure data quality provided by IT.
• Develop and maintain IT cost tracking and provide inputs to customer chargeback in close collaboration with the Customer Success and Finance Departments. Develop and maintain associated IT costing processes such that the Finance Team can invoice customers correctly, timely and efficiently.
• Develop and implement a continuous improvement framework (e.g., CAPA), within Technology using Lean Six Sigma or similar frameworks.
• Serve as application owner for the service management tool suite (currently Atlassian and others) and provide the requirements such that it can appropriately drive and measure the department's performance.
• Provide leadership and guidance to the team regarding best service management practices.
• Keep up with service management, continuous improvement and related frameworks, and industry best-practices and evaluate their benefit to the IT organization.

Requirements

• Bachelor's degree in information science, computer science or related field preferred. Graduate degree preferred.
• 15 years of professional experience, with 7+ years of experience building and leading an IT Service Management organization.
• High degree of flexibility and ability to work with employees at all levels of the organization with diverse backgrounds.
• Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms, including the capability to translate technical matters to a non-technical audience.
• Strong consulting skills and mindset. Prior experience with a consulting firm is a plus. Must have ability to adapt to middle market environment.
• Recognized as a thought leader and change agent within the company.
• Enjoy working in a fast-paced, agile environment.
• Strong customer service focus.
• Ability to use ambiguity as an opportunity to shape the environment.
• Excellent team player with the ability to influence others.
• Self-motivated, proactive, independent, and responsive.
• Strong analytical, communication, teamwork, and interpersonal skills.

Technical Requirements

• Extensive experience (10+ years) with implementing service management frameworks, most importantly ITILv3 and higher, in a dynamic, growing environment.
• Strong knowledge of software development frameworks Agile, Scrum, DevOps, CI/CD etc., Experience in extending its use to other areas including operations is a plus.
• Proficiency in process improvement approaches such as CAPA, Lean Six Sigma, Kanban, and others.
• Experience with the Atlassian Suite (Jira, Jira Service Desk, Confluence, OpsGenie, etc.)
• Experience with service management platforms such as ServiceNow is a plus.
• Project Management (PMI).

Job Location and Travel Requirements:

• Location: Dallas
• Travel anticipated: <30%

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future. EQUAL OPPORTUNITY EMPLOYER THIS IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE COMPANY'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.