Director of IT Operations

Position Summary:

The Director, I.T. Operations will be responsible for resolving escalations, complaints, prioritizing, and providing Customer Care Support and Operational support. Will drive efficiencies to make processes better drive down emergency and change management process, running the SWAT bridges, improve the NOC. This position will enable all the support functions to be centralized under one leader.

• Major Incident Management
• Change Management
• Network Operations Center
• Helpdesk
• Field Support
• Client Architecture

• Reports to Vice President, Technology Operations
• Manage a team of 5-6 direct reports with overall responsibility for a team of approximately 15 associates.

Improve change and incident management process, embrace and drive resolution for issues raised at corporate and field to allocate resources in multiple areas to resolve issues. Liaise with the business on process improvement and solutioning to ease field pain points – broad scale processes across the organization. Assessing and implementing process improvements to the Change Management procedures to reduce system outages related to changes.

Develop a plan to reduce outages and business impact related to changes. Improve incident management strategy to reduce system outages impacting business operations company wide. Drive down the number of emergencies changes and severity one incidents related to changes. Implement the vision to ingest alert from both network infrastructure and applications learning system to do basic triage and elevate to internal resources our outsourced network operations center to intake alerts and follow standard operating procedures for network, application and infrastructure notifications.

Manage outsource field services and helpdesk vendors, hold them accountable for contractual service levels and escalations. Build relationships across multiple teams to meet broad scale company-wide is pivotal to be successful (DBA’s, Systems Engineering, Dev Ops and Network Services to build runbooks and processes for standard operating procedures.

Bachelor’s Degree in Computer Science or related field of study; or any equivalent combination of relevant background, skills and experience. Master’s Degree preferred. 8+ Years’ experience managing or direct involvement in IT Operations. Strong customer service focus with a sense of urgency to understand impact to the business. Extensive familiarity with Service Now, ITSM, ITIL and other IT process management tools and processes.

Proven effective leadership of a team of 5-8 direct reports, sub teams of 15 and higher. Demonstrated experience dealing with the challenges and issues confronting a large, diverse organization and work across organizational boundaries. Proven ability to be an effective leader to a team with ability to interact effectively with various agencies, suppliers and business stakeholders. Ability to effectively manage relationships with key stakeholders across the enterprise to be successful with delivering major objectives.

Able to lead, influence, collaborate and communicate effectively with executives and Associates at all levels. Exceptional interpersonal skills, including teamwork, facilitation, and negotiation. Extensive oversight of Change/Incident Management policies and procedures. Excellent communication and written skills. Strong sense of urgency and understanding of business impact.

• Competitive compensation and 401k matching
• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.
• Associate purchase and discount programs…