ITSM Platform Associate Director

• Design, implement, and improve upon robust processes to support delivery methods aligned with the ITIL framework..
• Develop and manage the transformational ITSM roadmap in collaboration with other IT teams, business partners, and vendors to support, secure, and manage IT Service Management in a complex global environment from production plants to office settings..
• Drive incident, change, problem, knowledge, and other activities to ensure process maturity in IT Service Management..
• Act as tactical leader throughout a moderate subset of the organization to ensure the processes and systems support the business..
• Provide strategic vendor relationship management for ITSM suppliers and various third parties who deploy the technologies..
• Lead metrics benchmark, set targets, establish baselines, and create corresponding reporting covering service management processes, controls, end-to-end monitoring, and automation..
• Provide strategic and operational leadership, development, and talent management activities for direct reports and their organizations, which may include forecasting resource needs, recruiting, hiring, performance management, training, and budgeting.
• You will also collaborate with managers and supervisors in your organization to ensure staff selections align with current and future needs..
• Other duties as assigned.

QUALIFICATIONS.

• Bachelors degree in a related field or equivalent experience.
• Confirmed stakeholder management, presenting to and influencing executive leaders.
• Confirmed experience working on high-impact global projects, strategic initiatives, and change management initiatives.
• Minimum of eight years of related work experience, five years of supervisory experience.
• Experience implementing and leading operations using ServiceNow for a Fortune 100 organization.
• Strong customer focus (internal and external), including the understanding of customer centric design and experience.
• Demonstrated usage of best practices for managing process, data, and technology to deliver a great client experience.
• Extensive familiarity with ITIL process implementation and certification in ITIL.
• Agile development experience desired.
• Prior experience in defining, creating, and providing operational level support to meet service level agreements, operational level agreements, and standard operating procedures in support of a service catalog.
• Experience managing vendor outcomes and performance including owning and negotiating SLAs/OLAs.