Director ITSM Operations

Overview

Join to apply for the Director ITSM Operations role at ACI Worldwide

This is a hybrid position and candidates can be located in Norcross, GA or Omaha, NE.

The ACI Global Technology and Innovation team is hiring a Technology leader responsible for ITSM practices across our hybrid Production environment estate. This role is critical in driving Solution reliability via the evolution of our ITSM practices, driving excellence in Incident, Problem and Change Management. This role will drive standard observability practices to deliver resilient, best in class services to our Customers.

• Be a strong people Leader – inspire, mentor, advocate for, and develop your team to drive change and innovation in partnership with other business and operations leaders
• Understand our Business, our Strategy and how to support and drive them via Operational Excellence in the delivery of our Cloud Services. You’ll function as an advocate for your internal and external customers, your team and our Hosting Organization as a whole
• Demonstrate high levels of flexibility, time management, personal drive, ability to communicate vision, solve problems and execute on goals
• Lead efforts to evolve and optimize ITSM processes using modern industry best practices, driving continuous improvement in our Service quality
• Lead the Incident team and its processes, ensuring rapid detection, resolution, minimal impact and high quality stakeholder communications
• Uplift existing post incident processes (root cause, postmortems, problem management) to prevent recurrence
• Drive improvements and requirements in the observability space, maturing existing reporting mechanisms to drive improvements in a blameless but accountable mindset
• Facilitate governance meetings with service providers and internal stakeholders to review SLAs, KPIs, and compliance with contractual obligations
• Champion a culture of accountability, transparency, and service excellence across the organization

• Bachelor’s degree in Computer Science, Information Systems Management or related field; equivalent experience; or an equivalent combination of education and experience
• 10+ years of experience in IT operations, service delivery, or infrastructure management
• 5+ years of experience managing teams and vendor relationships in a global or enterprise environment
• Ability to support Weekend and off-hours activities as required
• Proven track record of coaching, mentoring and managing a team with strong workload management and process development skills
• Excellent verbal and written communication skills. Ability to communicate, connect with and engage stakeholders and team members at all levels
• Demonstrated ability to formally present to Senior and Executive levels both internally, and Customer facing
• Demonstrated success in implementing or maturing ITIL-based service management processes. Deep understanding of ITIL frameworks, particularly incident, problem, and change management
• Demonstrated ability to perform successfully in a high stress, open environment where frequent & direct interaction & collaboration with customers & peers is ordinary
• Proven skills in the areas of budgeting, project structuring, vendor/partner management, staff structuring, and negotiations
• 15% travel which may be domestic or international. More travel may be required during initial on-boarding

• Previous experience with Financial or Payments Industry technical operations and related compliance frameworks (e.g., PCI, FFIEC, ISO 27001)
• Technical background with proven analytical skills. The ability to effectively diagnose technical problems and apply a logical approach to problem solving
• Strong Project Management skills in a technical setting
• ITIL v3 or v4 certification a plus
• Familiarity with service management tools

In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally