Executive Director, It Service Management - 1617752

The Executive Director (ED) of IT Service Management will be customer-centric and responsible for proactively driving competitive advantage and operational IT excellence in service to all internal end users by ensuring the effective implementation of processes to scale, predictable and repeatable delivery of services, development and empowerment of their staff, effectiveness of overall service delivery, and customer satisfaction.This role is accountable for the outcomes of the IT support team in terms of work quality, process excellence, IT excellence, and continuous improvement.

As part of their guiding philosophy, the ED acts as a leader and coach, setting organizational direction to ensure a consistent, high-quality, high-value customer experience while meeting or exceeding the strategy goals of the organization. The leader in this role is expected to lead strategy development for this area of the business and translate that vision into action, through departmental and cross-functional collaboration that requires the ability to navigate and influence stakeholders, benchmark external practices to internal performance, and ultimately drive continuous improvement.As a coach, the ED is responsible for driving the development and performance of their team at all levels to support the goals of the business and maximize return.

Duties and Responsibilities

• Recruit, develop, and manage a global team (US, EU, UK, and India) of Technical Support specialists and managers through effective hiring, coaching, evaluative performance feedback and guidance
• Leads the development and implementation of an ITSM strategy aligned with the company's growth and mission objectives, including mergers and acquisitions as appropriate
• Ensure a high-quality customer support experience through defining, monitoring, and measuring established SLAs (Service Level Agreements) and OKRs for IT Services, staff performance to identify areas of risk and improvement and take any corrective action as necessary to ensure that goals are met, and performance behaviors are consistent with expectations
• Collaborate with senior business leaders, other IT teams, and all end-users to understand requirements and expectations and drive departmental process improvements to deliver a positive customer experience
• Proactively explore automation and efficiency-improving measures tailored for support services, including researching, and analyzing emerging industry trends, and presenting recommendations to senior leadership to enhance service delivery and efficiencies
• Accountable for leading the support of PCs and Macs, patching, deployments, software packaging/updating, and taking part in testing and rollout processes and configuration of devices
• Lead and execute strategic projects, such as system implementations, maintenance, upgrades, process enhancements, and M&A activities as appropriate
• Prepare and present reports on ITSM performance, trends, and issues to senior management
• Travel < 10%

Qualifications

• 10+ years of hands-on experience in a Technology role/organization combined with strong management and communication skills
• 5+ years as a people leader in a manager (or above) role in IT Operations and Service Management
• 5+ years designing, managing, and/or continuously advancing core IT Service Management processes

Knowledge, Skills, and Abilities

• Strong leadership, communication, and teambuilding skills to motivate and encourage team members.
• Adapts quickly to changing conditions and proactively communicates risk and mitigation plans across C-suite and V-level teams as appropriate
• Ability to delegate appropriately and monitor/measure effectiveness
• Prior knowledge and experience with these capabilities: Telephony, Identity Access Management, Active Directory, M365, laptop imaging, remote support tooling
• In-depth experience with ITSM Ticketing platforms such as Heat, ServiceNow, Jira, FreshService
• Creative problem solver and have a keen curiosity about ensuring the best possible experience for our users
• Strong independent judgment and decision-making skills
• Organized and highly motivated self-starter
• Customer focus, engagement, and advocacy
• Excellent verbal and written communication skills
• IT budgeting and cost management.
• Hands-on experience and knowledge with supporting Windows and Mac OS devices.

Salary - $180k - $206k