Dir Service Management

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected.

Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected.

Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

The Director, Service Delivery & Process Management is responsible for defining, governing, and continuously improving all CPTO service delivery processes. This role owns the endtoend process design, documentation, execution, and maturity of Incident, Problem, Change, Event, and Configuration Management. This role will drive all ITSM processes for the CPTO organization ensuring proper process, documentation, and automation within the processes. Deliver on improved customer experience with reduced manual steps, improved risk assessment, automation of changes, and continuous process improvements.

The position plays a critical role in ensuring network stability, reduced customer impact, disciplined risk management, and operational excellence across the CPTO organization. This leader will leverage AI and automation to reduce manual effort, improve process effectiveness, and proactively mitigate operational risk.

• Own and maintain all Service Delivery processes, including Incident, Problem, Change, Event, and related ITSM practices.
• Ensure all processes are clearly documented, standardized, published, and maintained as systems, technologies, and operating models evolve.
• 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…