Director ITSM Transformation Delivery

Director ITSM Transformation Delivery

Location: NYC, NY (Hybrid) - Local Only

Job Type: Full-Time (NO C2C)

Must have: Banking/Financial Domain

Partnering with the Executive Director of IT Service Management, the Director ITSM Transformation Delivery will drive projects in process architecture, process improvement, new process rollout, and process effectiveness monitoring. Leveraging skills in business analysis and project management, the Director ITSM Transformation Delivery will assist in prioritizing, planning, and delivering initiatives in the ITSM space. The ideal candidate will have a strong background in IT Service Management, with expertise in designing and implementing process improvements to optimize efficiency and effectiveness. The candidate will also be skilled in collaborating with users of the processes to ensure that process enhancements and requests are weighed against best practices and ITSM process roadmap.

Responsibilities:

• Facilitate the building of the ITSM roadmap.
• Lead projects and initiatives in the transformation of IT Service Management processes to align with industry best practices and organizational objectives.
• Collaborate with cross-functional teams to define process architecture and design solutions that meet business requirements.
• Conduct business analysis to identify areas for process improvement and develop strategies for implementation.
• Define key performance indicators (KPIs) and metrics to measure the effectiveness of IT Service Management processes.
• Manage projects related to IT Service Management transformation, including planning, execution, and monitoring.
• Provide leadership and guidance to team members involved in IT Service Management initiatives.
• Develop and deliver training programs to educate staff on new processes and procedures.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 8+ years of experience in IT Service Management, with a focus on process architecture, process improvement, business analysis, and project management.
• Strong understanding of ITIL (Information Technology Infrastructure Library) framework and its application to IT Service Management.
• Strong understanding of the ServiceNow Platform
• Proven track record of successfully leading IT Service Management transformation initiatives.
• Excellent analytical and problem-solving skills, with the ability to quickly grasp complex technical and business concepts.
• Exceptional communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization.
• Project management certification (e.g., PMP, PRINCE2) is a plus.
• ITIL certification is a plus