Director Of It Service Management

RESPONSIBILITIES #Ll-Hybrid

• Flexible Work Arrangement Available: Monday, Tuesday & Wednesday On-site in Newark, Ohio; two days Remote work available.

• Supervisory Responsibilities: Interview and select candidates for openings, set goals for associates, assign tasks/duties, conduct on–the-job training, develop associates’ skills and encourage growth, prepare disciplinary write-ups as appropriate, prepare and conduct performance reviews and make recommendations for salary adjustments, approve timecards for 9 FTEs and other duties associated with managing a staff
• Collaborate with Business Services, Process Engineering and Platform Engineering teams to translate the needs identified by the Portfolio Management teams into standard offerings in the enterprise service catalog
• Improve the usability of the enterprise ITSM framework and service catalog by reducing interaction cost, and increasing the utilization of self-services by users to ultimately reduce the demand on IT staff
• Collaborate with Business Product and Business Services teams to continuously improve service delivery and manage user expectations
• Manage and lead Park National Banks IS Service Desk team to ensure daily delivery targets are achieved and established process & procedures are followed
• Lead the problem management practice that actively seeks out and addresses the common underlying causes of high-volume incidents
• Institute a global knowledge base that includes a catalog of known issues and workarounds. Lead the Root Cause Analysis of incidents with a catalog of recurring themes of failure
• Continually lead the refinement of the CMDB, along with continuous improvements in configurations and workflows in the ITSM platform to increase self-serve capabilities offered by the platform
• Manage escalations and major incidents including the facilitation of technical/customer bridge lines, logistics, communications and coordination of service area assistance
• Lead the NOC and institute procedures and processes to proactively monitor and provide the first line of defense against network and systems disruptions and failures
• Maintain awareness of and adherence to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks
• Deliver a consistent, high level of service within our Serving More standards
• Other duties as assigned

COMPETENCIES

• Interpersonal/Customer Service Skills
• Written and Verbal Communication
• Ability to understand and follow directions
• Adaptable to change
• Basic Computer Skills
• Organizational Skills/Detail Oriented
• Analytical Thinking
• Problem/Situation Analysis
• Technical Expertise
• Strategic Planning and Decision Making
• Creativity
• Leadership/Management Skills
• Ability to influence others
• Ability to build collaborative relationships
• Ability to develop or mentor others
• Ability to work as part of a team

EDUCATION - CERTIFICATIONS - WORK EXPERIENCE

• Bachelor's degree in Computer Science or related field required
• Master's degree in Computer Science or related field preferred
• Expert knowledge of ITIL framework and have managed transformation and ongoing operation of Service Management processes
• In-depth knowledge of training and adoption of ITSM self-service paradigms across the organization
• Expert at leading incident management, RCA, and problem management disciplines for the enterprise
• Minimum 10 years' experience leading IT best practices in incident, service desk, and problem management

SCHEDULE

Typical office hours are M-F 8a-5p. This position is exempt and full-time. A minimum 40 hours is required per week.

Education

• Bachelors or better in Computer Science
• High School or better