Dir, IT Service Management

Job Summary

The Director of IT Service Management (ITSM) will report to the Chief Information Officer and collaborate daily with the Director of Network and Application Development Support.

The position provides both operational and thought leadership for the IT Service Management team within the Information Services department.

The Director of ITSM will provide innovation, direction, and leadership for the strategic interface within assigned areas of the IT Strategy Development, Design, Transition, Operation and Continual Service Improvement implementation within the ITIL framework.

Education & Experience

Required :

• Bachelor's degree in Computer Science, Computer Information Systems, or related field or equivalent experience
• Five or more years of experience leading ITSM integration and / or operations
• Five or more years of leadership, implementation, and management of ServiceNow
• Ten or more years of experience working in information technology with increasing levels of responsibilities
• Five or more years of experience as a leader of IT related teams
• Expert knowledge of ITIL frameworks for IT Service Management
• Experience managing both transformation and ongoing operations of Service Management processes
• Demonstrable experience leading process improvement and organization change initiatives
• Eligible to hold Department of Defense clearance

Preferred :

o Advanced degree in Computer Science, Business, Engineering or related fieldo Experience supporting a Call Center environment

Key Responsibilities

• Define and implement a strategy to drive adoption of service management and operational best practices relevant to all information technology services and systems
• Ensure all service management processes balance the competing needs for formality, agility, efficiency, and environmental stability
• Create an environment that supports customer self-service and automation of routine service requests
• Foster continuous service delivery optimization and improvement
• Develop self-auditing and compliance capabilities around ITSM procedures
• Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures, and tools
• Develop a collaborative relationship between the ITSM team and stakeholders within Information Services and the business
• Responsible for leading a team of professionals in the areas of Service Transformation, Service Management, Metrics, and Reporting
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, Asset Management, CMDB and other IT Service Management processes
• Accountable for building, publishing, and the utilization of the service catalog
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by internal and external support teams
• Develop performance measures and consistently report metrics to IT Services Leadership team
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
• Provide escalation leadership for significant service impacting events
• Operates as a consultative leader, evangelizes for ITSM both within Information Systems and throughout the business
• Oversee the daily functions of a service desk serving TriWest’s workforce
• Oversee the daily functions of a service desk serving external customers’ access to TriWest resources
• Establish and ensure adherence to service metrics measuring the performance and effectiveness of the service desk’s personnel
• Ensure applicable Service Management processes are being effectively leveraged by service desk personnel. Service Management processes include incident, request, knowledge, and change
• Work with supervisors to ensure staff are properly scheduled to support call queues and calls are regularly reviewed to ensure quality of service to our internal and external customers
• Ensure Call and ticket queues are effectively monitored and managed to ensure key defined SLAs are met for hold time and ticket aging
• Other duties may be assigned as required
• Regular and reliable attendance is required

Competencies

Communication / People Skills : Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles;

Listen critically; Collaborate.

Computer Literacy : Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility : Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Creativity / Innovation : Ability to develop unique and novel solutions to problems; View change as necessary.

Independent Thinking / Self-Initiative : Critical thinkers with ability to focus on things which matter most to achieving outcomes;

Commitment to task to produce outcomes without direction and to find necessary resources.

High Intensity Environment : Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.

Leadership : Successfully manage different styles of employees; Provide clear direction and effective coaching.

Multi-Tasking / Time Management : Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills : Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.

Team-Building / Team Player : Influence the actions and opinions of others in a positive direction and build group commitment.

• Technical Skills : Advanced ability to lead technical teams; Advanced knowledge of the technology impact on business strategic direction;
• Knowledge of traditional telephony principles and support; Knowledge of Microsoft server principles and support; Knowledge of data communication architectures, design, and support;
• Very advanced business problem-solving expertise; Knowledge of support operations and documentation / procedures; Applied knowledge of project management concepts;

Advanced ability to communicate clearly and concisely on technical matters to non-technical clients.