Job Description Cloud IT Service Director Actively Scheduling
Interviews, June 2021 The Director, Cloud IT Service Management
(ITSM) will lead our mission-critical group. Focused on process
automation, continuous improvement, and performance management,
this leadership role will drive our ITSM processes and performance
to be best-in-class. Responsibilities Lead and optimize the
enterprise Change Management process, including the team of Change
Managers and Analysts using ServiceNow. Measure and report key
change management data using ServiceNow and PowerBI. Success in
this role requires driving the organization towards high quality,
fully automated change management at every step.
Lead and optimize the Problem Management process, including a
global team of Problem Managers using ServiceNow and Salesforce.
Enhance the usage of continuous improvement tools and techniques.
Ensure the problems progress through the Problem Management process
in a timely and prioritized fashion. Prepare statistics, KPI, and
trend reports for use in the problem management process. Identify
problems through the review and focus on optimizing processes.
Coordinate with the Network Operations Center (NOC) leadership team
to optimize the Incident Management process and tools. Coordinate,
convene and facilitate incident and problem review meetings for
significant issues. Maintain and ensure continuous improvement
across practices including Critical Incident Response, Problem
Coordinate with the Customer Communications team to refine standard
communication processes with customers and develop standard
Coordinate with the Platform Operations team to optimize the
capacity planning process and tools Identify and develop necessary
roles to support ITSM processes as defined. Define and create team
leveraging a mix of onshore and offshore resources.
Support team in addressing customer concerns related to performance
of service issues, adhering to Continuous Services customer support
principles, Identify critical and repetitive incidents, lead
collaborative teams on resolution, using root cause analysis and
Perform metrics trend analysis, by comparing actual levels against
targets and addressing shortfalls, and needed process improvements,
training, and tools adoption initiatives.
Requirements 10+ years prior experience in a SaaS, platform, or
software environment in role of increasing responsibility.
ITIL Certification, with at least three years prior experience
working as a Problem Manager, Change Manager, or Incident Manager
Expertise and experience in managing a dynamic and complex
Strong expertise in problem management process implementation and
execution based on ITIL guidelines.
Excellent communication skills, both written and verbal, capable of
presenting complex issues to multi-level audiences to both internal
as well as external Executive Stakeholders.
Ability to balance both Analytic and Creative problem solving.
Expertise with ITIL based framework management processes (e.g.,
Incident, Change, Problem, and Knowledge management.) Capability to
think critically and exercise mature judgment.
Excellent customer relationship management and business acumen.
Experience working in the HR or workforce management industry
Education Bachelors degree or equivalent experience
Preferred Skills Masters degree in a related IT field, such as
IT management or information systems, computer science, software or
computer engineering, systems engineering,
industrial/organizational engineering, etc. or equivalent work
Deep understanding of ITIL practices surrounding service
management, including best practices and innovative solutions for
Service Desk and Incident/Problem/Change Management operations.
Proven experience or demonstrated capability in leading IT
transformational initiatives in complex and dynamic
Exceptional leadership skills with the ability to develop and
communicate service-oriented vision that inspires and motivates
staff and aligns to the IT and business strategy of the
organization and its customers.
Strong business acumen, including industry, domain-specific
knowledge of the enterprise and its business units.
Deep understanding of current and emerging Service Management
technologies and how other enterprises are employing them.
Experience with ServiceNow preferred.
Six Sigma experience a plus.
Demonstrated ability to develop and execute a strategic people plan
that ensures that the right people are in the right roles at the
right time and that employees are highly engaged and satisfied.
Demonstrated ability to serve on IT planning and policymaking
committees as appropriate to drive the development of technology
standards, governance processes and performance metrics.
Strong technical experience in networking, wide range of hosting
systems, IT Security, application architecture, and system
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