VP IT Service Management Director

VP IT Service Management Director at First Financial Bank Texas

Job Description

The role focuses on the strategic leadership and operational excellence of all end‑user support functions, including the Service Desk, Field Support teams, and the IT Service Management (ITSM) program. The director will drive transformation, automation, and continuous improvement to deliver exceptional user experiences, ensure operational resilience, and align IT services with business goals for the next decade.

Essential Functions Strategic Leadership & Vision

• Develop and execute a forward‑looking strategy for Service Desk, Field Support, and ITSM that anticipates and adapts to emerging technologies, business needs, and user expectations.
• Champion a culture of innovation, agility, and continuous learning.

Operational Excellence & Automation

• Oversee daily operations of Service Desk and Field Support, ensuring high‑quality, efficient, and timely support for all users.
• Lead the adoption of AI, automation, and self‑service technologies to streamline support, reduce manual effort, and improve resolution times.
• Implement and mature ITSM best practices (e.g., ITIL, SIAM, ESM) to optimize workflows, incident/problem/change management, and service delivery.

Customer Experience & Relationship Management

• Foster a user‑centric approach, measuring and improving customer satisfaction, service levels, and business alignment.
• Act as an escalation point for complex issues and ensure effective communication with stakeholders.

Data‑Driven Decision Making

• Leverage analytics, dashboards, and KPIs to monitor performance, identify trends, and drive continuous improvement.
• Use predictive analytics and automation to proactively address issues and optimize resource allocation.

Talent Development & Team Leadership

• Build, mentor, and retain a high‑performing, diverse team with future‑ready skills.
• Promote ongoing training in emerging technologies, service management, and customer service excellence.

Cybersecurity, Compliance & Risk Management

• Ensure all support and ITSM processes align with cybersecurity, privacy, and compliance requirements (e.g., NIST, FFIEC, GDPR).
• Lead incident response and business continuity planning for end‑user services.

Collaboration & Change Management

• Partner with IT, business units, and vendors to deliver integrated solutions and support transformation initiatives.
• Lead organizational change, fostering adoption of new tools, processes, and mindsets.

Innovation & Emerging Technology

• Evaluate and pilot new technologies (e.g., GenAI, virtual assistants, remote support, IoT device management) to enhance support capabilities and efficiency.

Qualifications / Education Education

• Minimum Bachelor’s degree in Information Systems, Computer Science, Business Administration, or related field. Advanced degree preferred.

Professional Certification

• Industry certifications such as ITIL (v4 or later) required; advanced ITSM, SIAM, HDI, or relevant leadership certifications are highly desirable.

Experience

• 8+ years of progressive IT support and service management experience, including 3+ years in a leadership role over Service Desk and/or Field Support.
• Demonstrated success leading transformation, automation, and ITSM modernization initiatives.
• Experience with AI/automation in IT support, cloud‑based service management platforms, and remote/hybrid workforce support.

Skills

• Strategic thinking, business acumen, and a passion for user experience.
• Deep knowledge of ITSM frameworks, service desk operations, and field support best practices.
• Strong leadership, communication, and change management skills.
• Analytical mindset with expertise in data‑driven decision making.
• Technical fluency in cloud, automation, cybersecurity, and modern support tools.
• High emotional intelligence, adaptability, and resilience.

Work Environment and Expectations

Onsite required. May require occasional after‑hours or on‑call support. Commitment to diversity, equity, and inclusion.

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be…