IT Director – Technology Services Support

Role Overview

• Lead the organization in adoption and operationalization of ITIL based processes leveraging ITSM best practices
• Understand and review Process Architecture Designs and ensure delivery of ITIL process solutions for key Service Management areas
• Define associated policies and standards to be employed with process solutions
• Develop and support integrated process roadmap with interfaced processes.
• Responsible for understanding the interfaces between their process and other processes or sub-processes. Works closely with other process owners and sub-owners to optimize the integration of their process with other processes.
• Responsible for defining process service levels derived from customer requirements and measurement of the process against those service levels. Monthly, quarterly and yearly validation of process service levels with customers to ensure consistent alignment.
• Conducts periodic operational reviews with management to review process performance, explain gaps and develop and execute plans to close them.
• Manage enterprise initiatives and Technology Services projects on an as need basis
• Champion integration between IT Service Management processes, ensuring end-end integration
• Facilitate requirements gathering discussions with stakeholders.
• Interact with both technical resources and customers to identify and document business requirements.
• Transform business requirements into process specifications
• Manage and oversee process activities from creation and improvements, through process design and organizational impact & change management to implementation
• Workflow analysis and identification of problem solving and service improvement opportunities
• Interface with Service Now reporting team to define and document the appropriate service performance reports that will assist the IT Service Management team
• Perform process assessments ensuring effectiveness, efficiency, adaptability and continuous improvement.
• Participate in periodic audits to ensure processes comply to policy and standards
• Facilitate user training including the creation of training material

Requirements

• ITIL Foundation Certified (at a minimum)
• Advanced ITIL certification in processes under primary management
• 10+ years of experience with ITIL processes
• Demonstrated success in project execution with involvement in multiple major projects
• Ability to draw from knowledge of multidisciplinary practices to achieve desired outcomes
• Working knowledge of all aspects of IT including, Operations, Infrastructure and Applications
• Ability to assess cost, benefits and viability of proposed solutions

Tech Stack

• ITSM

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year