Key skills
ITSMLeadershipCommunication
About this role
Role Overview
- Responsible for defining the strategic direction and ensuring the effective execution of IT operations
- Oversees the enterprise-wide IT Service Management program
- Focuses on driving continuous process improvement
- Manages stakeholder communications and operational performance
- Collaborates closely with the Emergency Management team
- Leads cross-functional teams and works with senior leadership
- Develops and implements IT operations strategies, policies, and procedures
- Ensures efficient, effective, and excellent service delivery
- Defines, implements and leads ITIL processes
- Conducts root cause analysis and develops solutions
- Oversees the management and maintenance of the Configuration Management Database (CMDB)
- Manages IT Operations relationships with key stakeholders
Requirements
- Bachelor’s degree in Computer Science, Information Systems or a related field
- Minimum of 10 years of relevant experience
- Minimum of five years’ experience in a leadership role
- Strong leadership and management skills
- Excellent strategic thinking and problem-solving abilities
- In-depth knowledge of IT Operations and service management
- Excellent communication and interpersonal skills
- Proven experience in managing IT operations in a large, complex organization
- Experience with ITIL or other IT service management frameworks
- Master's degree in a related field of study (preferred)
- ITIL Certification (preferred)
Tech Stack
- ITSM
Benefits
- Competitive benefits and growth opportunities
- Generous performance‑based bonuses
- 12% 401(k) match
- Comprehensive health, dental, and vision insurance
- Tuition reimbursement
- Professional development and clear career‑advancement pathways