Director, Global IT Service Management

Overview

The Director, Global IT Service Management is responsible for ensuring that IT services are delivered effectively, efficiently, and in alignment with business needs. This role blends leadership, process optimization, and customer-centric thinking to elevate the quality and reliability of IT operations. Key responsibilities include leading teams, overseeing ITIL-based frameworks like incident, problem, and change management, establishing performance metrics, managing service delivery, and driving continuous improvement initiatives.

This role also involves developing a service catalog, ensuring service level agreements (SLAs) are met, and collaborating with stakeholders to achieve IT and business goals.

This role reports to the Vice President and Chief Information Officer, Cook Group and Cook Medical.

** This position requires Eastern or Central Time Zone availability.**

** For this position, qualified candidates must be legally authorized to be employed in the United States. Cook does not intend to provide sponsorship for employment visa status for this employment position now or in the future.**

ITIL 4 Framework Implementation:

• Lead organization-wide adoption of ITIL 4 practices including Service Value System (SVS) and Service Value Chain, implementing continual improvement processes that maximize service availability and significantly reduce mean time to resolution through structured problem-solving approaches.
• Develop and lead the ITSM strategy, aligning with organizational goals and ITIL best practices.

Advanced Incident and Problem Management:

• Establish sophisticated incident management workflows with automated escalation procedures, root cause analysis protocols, and knowledge management systems that substantially reduce recurring incidents and improve first-call resolution rates through comprehensive documentation and training.
• Oversee core ITSM processes such as Incident, Problem, Change, Request, and Knowledge Management.
• Ensure compliance with governance, risk, and regulatory requirements.

Change and Release Management Excellence:

• Implement comprehensive change advisory board (CAB) processes, automated change approval workflows, and release management practices that achieve high successful change implementation rates while maintaining system stability and minimizing unplanned outages.
• Drive service excellence through continuous improvement, automation, and performance metrics.

Service Catalog and Request Fulfillment Optimization:

• Design and maintain enterprise service catalogs with self-service portals, automated request fulfillment processes, and SLA monitoring that significantly improves user satisfaction and reduces manual processing through streamlined workflows and automation.
• Manage the service catalog, SLAs, and OLAs to ensure transparency and accountability.

Global Users Support

• Design and lead the global users support team, strategy and execution – users support, new software request, troubleshooting, Receive/execute Support requests, manage approvals, manage new & existing user experience when joining Cook & interacting with IT, manage user requests, new user setup, fulfill user service requests for tools, support end users, triage tickets
• Design and lead the global users support team at the locations and manufacturing environments.
• Support the production environment and label printing.
• Design and manage the VIP user's support.

User

Experience:

• Design and deliver IT customer service to enable Cook IT user's awesomeness.
• Champion user experience, gathering feedback and driving innovation and enhancements across IT services.
• Lead cross-functional teams and collaborate with infrastructure, application, and support teams.
• Enable and implement technologies adoptions strategies.

Organizational Leadership:

• Establish, classify, and maintain documented business process and data process flows; define the expectations and vision for the process(es) and appoint process owner(s) as appropriate
• Develop and manage systems, metrics, and internal training activities needed to support objectives
• Adhere to established business plans and manage all costs incurred
• Foster a supportive and productive…