Director Service Delivery & Process

Director Service Delivery & Process

Location:

Bethpage, NY, US, 11714

Brand:
Optimum

Requisition #: 12044

The Director, Service Delivery & Process is responsible for defining, governing, and continuously improving all CPTO service delivery processes. This role owns the end‑to‑end process design, documentation, execution, and maturity of Incident, Problem, Change, Event, and Configuration Management across the CPTO organization.

• Own and maintain all service delivery processes, including Incident, Problem, Change, Event, and related ITSM practices.
• Ensure processes are clearly documented, standardized, published, and maintained.
• Establish process governance to ensure consistency, compliance, auditability, and operational effectiveness across CPTO.
• Continuously assess and mature process adoption and execution.
• Own and lead the Change Management process across CPTO, ensuring disciplined execution and risk mitigation.
• Lead and govern Technology Change Advisory Boards (TCAB) and related change forums.
• Define and enforce change risk assessment frameworks, including risk scoring, conflict identification, and impact analysis.
• Own Method of Procedure (MOP) standards, validation practices, and quality expectations for all significant changes.
• Ensure post‑implementation reviews and trend analysis are used to continuously improve change success rates.
• Own and operate the Problem Management process across CPTO.
• Ensure Root Cause Analysis (RCA) is triggered not only by qualifying incidents, but also by KPI threshold breaches and adverse trends.
• Establish clear RCA standards, methodologies (5 Whys, Fishbone, etc.), and accountability models.
• Track and validate corrective and preventative actions to ensure sustained risk reduction and issue prevention.
• Ensure Incident and Event Management processes are tightly integrated with Problem and Change workflows.
• Support operational teams with clear escalation, communication, and resolution standards.
• Use incident and event insight to identify systemic risks and improvement opportunities.
• Own the Configuration Management process and CMDB operating model across CPTO.
• Define policies, standards, and lifecycle processes for Configuration Items (CIs).
• Ensure accurate capture of new systems, changes, and architecture evolution within the CMDB.
• Govern ongoing CMDB health, accuracy, and alignment with operational processes.

• Ensure proper training for Operations teams supporting Incident, Change, and Problem execution.
• Provide CPTO‑wide training for teams required to participate in service delivery processes.
• Develop role‑based training, job aids, and knowledge content to support consistent execution and adoption.
• Measure training effectiveness and reinforce accountability.
• Leverage AI and automation to reduce manual effort, cycle time, and process overhead.
• Enable intelligent triggering of problem investigations based on KPI trends and risk indicators.
• Automate change validation, documentation quality checks, and compliance workflows where possible.
• Continuously identify opportunities to reduce operational risk through automation and intelligent workflows.

• Education:
  
  Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience).
• Experience:
  
  10+ years in Change Management within an ITSM environment, with a strong background in ITIL processes.
• Certifications:
• ITIL Foundation Certification (Intermediate or Expert level preferred).
• Service Now Certified Implementation Specialist or similar ITSM tool certification.
• Additional Change Management certifications are a plus.
• Extensive experience with Service Now, Remedy/Helix, and their Change Management modules.
• Experience with automated workflows within ITSM platforms to streamline processes.
• Strong understanding of ITIL Change Management and its relationship to Incident, Configuration and Problem Management.
• Familiarity with system integrations and the role of APIs for connecting ITSM tools.
• Strong problem‑solving, analytical, and troubleshooting skills.
• Solid understanding of technical and non‑technical aspects of service management and ability to work with…