VP IT Service Management Director

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Operations Center time type:
Full time posted on:
Posted Yesterday job requisition :
JR102390

Address We’re always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you’re challenged, valued and empowered every day. We strive to be the best destination for the industry’s top talent, creating a diverse, collaborative workplace that celebrates innovation and change.

We are one team, working together to get things done.

Job Description:

Office

Location:

Abilene, Texas, United States This is an in-office position in Abilene, Tx.
** Description of Duties**:

The IT Service Management Director is responsible for 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. This leader 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.
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* 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:

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* 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.
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* 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
*…