What are the responsibilities and job description for the Director, IT Service Management position at CIM?
ABOUT CIM GROUP :
CIM is a community-focused real estate and infrastructure owner, operator, lender, and developer. Our team of experts works together to identify and create value in real assets, benefiting the communities in which we invest. Back in 1994, our three founders focused on projects in Southern California neighborhoods. Today, we are a diverse team of 1,000 employees with projects across the Americas. Our projects have delivered jobs; created comfortable places to live, work, and relax; and provided necessary and sustainable infrastructure. Our focus on enhancing communities is unwavering, and we strive to make an even greater impact in the years to come. Join us and make an impact today!
POSITION PURPOSE :
The Vice President, IT Service Management (VP, ITSM) provides the management oversight, vision, governance and continuous improvement of all technology support and service team and processes for CIM Group and affiliates. As the face of IT Service to the business, the VP will ensure that Service Desk support processes, procedures and service delivery functions align with the high-level expectations and needs of the business through delivery of industry leading tools, SLAs, and defining best practices.
The Vice President, ITSM also serves as a customer service advocate, a manager and mentor for the Service Desk team, and a technical leader within the technology department supporting corporate offices and investment assets across the U.S. for CIM, as well as affiliates domestically and globally. This role works closely with other senior technology and business leaders to identify technical needs, propose solutions, and execute implementation of system changes.
ESSENTIAL FUNCTIONS :
- Provide management oversight for Service Desk, Desktop Engineers, Application Support, Inventory Control and all other Service Delivery functions
- Develop, manage and ensure service support processes, procedures, SLAs, performance metrics and service quality align with and exceed customer and business expectations
- Define and / or update customer SLAs and other Key Performance Indicators (KPI) for all Service Delivery functions. Measure and report on service performance across IT to management on a regular basis
- Manage and monitor vendor relationships and output to effectively balance costs, performance / efficiency, and overall alignment with customer needs, departmental goals and business outcomes
- Review and manage escalation (and, where possible, resolution) of relevant service process issues within the organization across IT, Service Providers, and Business Partners
- Provide mentorship to the service desk team with excellent ability to investigate, diagnose, and resolve technical issues and perform continual training
- Oversee change management (incl. leading Change Advisory Board updates) for all IT changes, including business applications and infrastructure
- Oversee purchasing and inventory team & process for all IT assets for CIM Group and affiliates
- Oversee key end user platforms and related support such as mobile devices and desktop environments
- Deliver testing, QA and feedback to desktop image deployment team to assure fully functioning end user computing environments
SUPERVISORY RESPONSIBILITIES :
EDUCATION / EXPERIENCE REQUIREMENTS :
WHAT CIM OFFERS :
At CIM, we believe our success stems from our collective efforts, and we are committed to providing well-rounded support and resources for our employees. In addition to a competitive compensation plan, CIM offers a comprehensive benefits program for employees to thrive both inside and outside of work. Eligible employees can enjoy a wide range of benefits, including :
Actual base salary considers several factors including but not limited to geography, job-related knowledge, experience, and budget. The start of the salary range is typically associated with the minimum experience required. At CIM, base pay is one part of the total compensation package. For this role, bonus compensation may be a significant part of the total compensation. The anticipated base salary range for the position in Los Angeles, CA is $175,000 - $225,000.
HOW WE FEEL ABOUT DIVERSITY AND INCLUSION :
At CIM Group, we believe that the unique perspectives and backgrounds of our employees enhance everything we do. We are committed to fostering an inclusive environment where diversity is not only respected but celebrated. We strive to ensure that our workplace is free from discrimination and harassment, allowing everyone to contribute meaningfully and feel a sense of belonging. As an equal opportunity employer, we strictly prohibit any form of unlawful discrimination and adhere to the laws enforced by the EEOC. Our goal is to provide a safe and supportive environment where all employees can grow and make impactful contributions together.
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Salary : $175,000 - $225,000