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Cloud IT Service Director

Company: Hire Integrated
Location: Sandy
Posted on: June 12, 2021

Job Description:

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 Management.
Coordinate with the Customer Communications team to refine standard communication processes with customers and develop standard communications.
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 postmortem reviews.
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 preferred.
Expertise and experience in managing a dynamic and complex environment.
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 preferred.

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 experience.
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 environments.
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 development life cycle. Company Description Searching for a job? Then you know that this process can be frustrating, time-consuming, and outdated. The Hire Integrated team is changing the way people look for jobs. The most common approach involves filling out a bunch of redundant information on applications and being put in a position just to answer the famous question: Why do you want to work here? After all, this might be your first experience with this company, and you honestly have no idea, we offer a different approach.

At Hire Integrated, we inform candidates before we qualify them. Why? Informed decision-making isnt just a meaningless value we put on our wall; it is the premise of how we operate. Candidates that are engaged and can articulate how they can help accomplish a companys mission and objectives remove common barriers that often prevents the best candidate from getting hired.

Keywords: Hire Integrated, Sandy , Cloud IT Service Director, Other , Sandy, Utah

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