Sr Director, IT Service Management

The Senior Director, IT Service Management is responsible for oversight, governance, implementation, and administration of the full suite of ITSM processes and supporting tools. The Senior Director leads a technical service delivery improvement team and drives tactical and strategic efforts based on IT best practices. The team focuses on incident management, change management, problem management, and the full range of ITILv3 based processes.

Drive both tactical and strategic efforts related to creating, managing, and maintaining a well-defined support process for issues and problems that arise with the infrastructure and business application environments.

Lead a technical service delivery improvement team and effort based on IT best practices (ITILv3 based)

Lead efforts to analyze, review, and measure service level performance against agreed upon service level agreements with the business and operating-level agreements with service providers (internal and external). Work closely with business and service providers to negotiate and agree on service level requirements of any proposed new services and changes to existing services.

Lead the organization and maintenance of the service level review process with the business and service providers and initiate any actions required to maintain or improve service levels. Act as a change agent to implement and manage quality improvement processes in service delivery management.

Work with the business and service providers to define the proper metrics and KPIs in evaluating service delivery quality and performance levels and direct the production of regular reports on service performance and achievement to stakeholders.

Provide and improve process frameworks and govern processes along with IT administration

Define requirements and manage selection, implementation, and administration of service management tools

Create alliances with vendors, and internal partners and customers

QUALIFICATIONS:

Bachelors degree in a technical discipline

5 years of management experience (people or project)

3 years of practical ITIL oversight and governance experience with a proven track record of implementing or improving process within an IT group

Experience using and implementing key ITIL management tools such as Service-Now, BMC Remedy, or other tools from HP, IBM, or Front-Range

Preferred:

7 years of management experience (people or project)

5 years of practical ITIL oversight and governance experience

Direct operations experience

Skills and Competencies:

Strong business acumen and technical savvy

Mastery of process management

Excellent verbal and written communication skills

Leadership and decision making skills

Ability to manage and influence relationships and engage team members

Ability to develop and influence strategy

Interpersonal flexibility

Thoroughness and self-motivation

Ability to utilize critical thinking to analyze information and make sound decisionsAA/EOEM/F/D/VDrug-free WorkplacePGi participates in E-Verify. To learn more, please visit : http://www.uscis.gov