Director, IT Service Management

Position Title

Director, IT Service Management

IT Support Services

The Director, IT Service Management will develop a team of ITSM professionals to develop standards, procedures, and policies to ensure infrastructure technology and application systems are maintained, enhanced, and supported in accordance with ITIL best practices. The position will ensure efficient operations of IT systems including those supporting on premise or cloud-based applications through continual improvement of service management processes based on measurement and analysis of key metrics.

• Establish standards for use and consult on implementation and upgrade of systems and ITSM software solutions used by and in support of healthcare applications.
• Consult with Infrastructure, application, and security technical teams on incident tracking solutions to improve service delivery.
• Develop processes and procedures based on ITIL best practices to enable efficient function of key operational departments.
• Provide subject matter expertise, strategic guidance, and execution support for ITSM practices including:
  • Incident/Major Incident Management:
    Ensure normal service operation is restored as quickly as possible and the business impact of telecommunications, infrastructure, or application outages is minimized.
  • Problem Management:
    Review trends, determining root cause and proactively taking actions to remediate the risk of future reoccurrences by recommending and driving the implementation of solutions.
  • Change & Release Management:
    Coordinate all IT change functions to ensure standardized methods, processes and procedures for monitoring changes to telecommunications equipment, infrastructure systems, or applications.
  • Asset & Configuration Management:
    Ensure that IT assets and configuration items (CIs), including telecommunications equipment, servers, databases, desktop/laptop computers and mobile devices are properly identified, controlled, recorded, and managed throughout their lifecycle.
  • Partner with other leaders across the organization and champion the day‑to‑day operation, continuous improvement, problem management, and governance of the lifecycle of IT Service Management.
  • Forecast future skill needs to develop a workforce with the appropriate mix of business knowledge, technical skills, and competencies to support and build upon core team functions and prepare for changes in telecommunications, networking, and application technologies.
  • Develop and implement an overall IT Service Management roadmap, including a training strategy and plan.
  • Participate on technical calls for major incidents and outages and oversee Change Advisory Board (CAB) activities.
  • Advise IT planning and policy making committees as appropriate to drive the development of technology standards, governance processes and performance metrics.
  • Manage special projects and initiatives as assigned.

• Performs other duties as assigned.

• Thorough understanding and ability to clearly articulate understanding of ITIL Service Management Practices, including Incident Management, Problem management, Change Enablement, Asset Management and Service Request Management.
• The ability to effectively coach others in the use and application of ITIL practices.
• Excellent team leadership, management, and consultation skills; ability to maintain productive working relationships both within a team and across team boundaries; coaching, mentoring, and training skills.
• Strong verbal and written communication skills, experience producing reports and technical support documentation, ability to diplomatically resolve escalated issues.
• Experience utilizing Service Management tools, preferably Service Now.
• Technical experience working with the Service Now Configuration Management database (CMDB) is a plus.

Bachelor’s degree in related field such as IT management, information systems, computer science, software, or computer engineering, systems engineering, etc required. Master’s degree in related field preferred.

12+ years of relevant experience required. 5 to 7 years of progressive…