Director It Service Delivery & Operations

Additional Locations:  
Requisition ID: 17126

REV Group (NYSE: REVG) is a leading designer, manufacturer and distributor of specialty vehicles and related aftermarket parts and services. REV serves a diversified customer base primarily in the United States through three segments: Fire & Emergency, Commercial and Recreation. REV provides customized vehicle solutions for applications including: essential needs (ambulances, fire apparatus, school buses, mobility vans and municipal transit buses), industrial and commercial (terminal trucks, cut-away buses and street sweepers) and consumer leisure (recreational vehicles ("RVs") and luxury buses). REV's brand portfolio consists of 30 well-established principal vehicle brands including many of the most recognizable names within our served markets. Several of REV's brands pioneered their specialty vehicle product categories and date back more than 50 years.

Job Summary:

Director - IT Service Delivery & Operations is a senior level hands-on IT management role responsible for the direct control of all aspects of IT support activities required to maintain a high level of availability and stability for REV systems and infrastructure including incident/problem analysis and resolution, change deployment and certification, IT service delivery (L1 through L2), IT service delivery performance, systems/application operations management and support. In general, this person is responsible for setting up industry standard ITIL based IT technology support function primarily focused on end user computing environment.  Other responsibilities include planning, monitoring, securing, and evaluating the performance of IT technical support function and making recommendations for improvements.

The Director - IT Service Delivery & Operations participates with other senior IT leaders to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations effective achievement of objectives. Works closely with leaders on divisional and departmental issues. Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company and its systems/infrastructure.  Participates in company-wide development of IT methods, techniques and evaluation criteria for projects, programs, and people.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

Escalation and Resolution of Incidents / Facilitate Change Requests

1. Act as a key Business/IT liaison and a primary escalation point for all IT related issues/incidents at the business and ensure timely response and problem solving.
2. Educate IT team members and business of appropriate support structure for best resolution. Ensure team members utilize proper SOPs (Standard Operating Procedures)
3. Work with management team to facilitate Change Management Process for Requests and Changes to Systems
4. Actively contribute and implement formal processes to create, maintain and enhance IT knowledge articles in our ITSM platform to help drive efficiencies in solving frequent IT problems faced by our end users
5. Establish key metrics to report to the business management on the overall IT operational performance and improve IT service delivery effectiveness.
6. Processes must all adhere to SOX Compliance.
7. Work with appropriate team members to continually improve Service Now, our IT Service Management tool.

IT Endpoint User Computing Oversight

1. Provider ownership and oversight to all user endpoint components, including but not limited to desk/laptops, Windows Operating systems, peripherals, printers, site equipment such as audio visual, TVs, iPads, etc.
2. Establish roadmap for endpoint standards.  Manage roadmap and keep current with technology.  Make sure endpoint applications are kept up to date with appropriate security patches. 
3. Evaluate and make necessary changes to system specifications and components to ensure the application configuration, and underlying infrastructure, meet accepted standards and are appropriate to meet the needs of the REV Group Enterprise. Ensure that an appropriate level of security is provided. Fully understand and monitor licensing agreements and be fully compliant while successfully managing the cost of the endpoints. 
4. Manage projects such as laptop replacements, printer renewals, printer support, LAN, conference room AV, mobile device deployment and management, site survelliance systems, digital signage, and site specific IT equipment.  Able to successfully plan, manage and execute projects to be within budget and timefame, and successfully complete projects for the business.

Manage Service Delivery Team

1. Manage division level IT service delivery managers to foster collaboration in driving standardization and simplification of IT end user computing solutions and IT service delivery processes
2. Provides leadership for service delivery/support team including planning, coaching, recruitment, selection, performance management, development, and mentoring.
3. Establish team member backups, so sites can be supported when team members are not available, or left the company.
4. Manage IT infrastructure project and portfolios
5. Create, communicate, and maintain an on-call rotation schedule with the team members to provide off hours and weekend support for the business

Required Knowledge, Skills, and Abilities:

1. General knowledge and experience with IT Infrastructure and IT Service Delivery Models like ITIL
2. Requires strong management, organizational, team building, coaching and mentoring skills
3. Requires strong business skills, IT industry knowledge, financial management and planning skills, long-term vision, and executive presence
4. Considerable knowledge of all operations lifecycle phases, e.g., requirements definition, risk management, implementation, deployment, maintenance
5. Considerable knowledge of IT production administration and operations activities and controls
6. Knowledge of software development lifecycle (SDLC) methodologies and integrated controls
7. Technical knowledge of information technology networks, systems, peripherals, and software applications
8. Knowledge of all types of testing, e.g., unit, component, integration, system
9. Ability to formulate, implement and evaluate plans, programs, and procedures applicable to the information processing operations
10. Proven ability to function in an environment that requires flexibility, good judgment, and sound decision-making, often based on limited information and/or under extreme conditions
11. Communicates ideas both verbally and in written form in a clear, concise, and professional manner appropriate to audience including executive levels
12. Requires the ability to establish and maintain effective working relationships with all levels of management and employees

Education and/or Experience:

• Degree in Computer Science or equivalent
• A minimum of 12 plus years of IT experience with at least 5+ years of IT management experience

Physical Demands:

• Must be able to communicate telephonically and electronically with team members and customers.
• Must be able to hear/understand/speak with team members at all levels within a diverse workforce.
• Must be able to walk/climb to a variety of primary work locations, including the ability to travel by air/auto to remote site 30% travel involved.
• Must be able to work in front of a personal computer for long periods of time.
• Must be able to lift documents/work materials up to 50 pounds in weight.

Work Environment/Conditions:

• Majority of the work is conducted in an office setup connecting on network to manage/administer the systems
• This position involves working in Data Centers, Computer Rooms, and Network Closets when IT hardware infrastructure needs physical installation or management
• This position may also involve working in our manufacturing plants when managing IT technologies that are supporting our manufacturing operations

The above information is intended to describe the general nature of this position and should not be considered a comprehensive statement of duties, activities, responsibilities, and requirements.  Additional duties, activities, responsibilities, and requirements may be assigned, with or without notice, at any time.  This job description is neither an employment contract nor a promise of work for any specific length of time.

REV Group is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation, or any other basis prohibited by law. REV Group also undertakes affirmative action to assure equal employment opportunities for minorities and women, for persons with disabilities, and for protected veterans. 

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