Director, IT Service Delivery / Service Management

Primary Duties & Responsibilities

• Responsible for all aspects of Service Management either partnering with other stakeholders and direct reports
• Responsible for managing service desk supporting multiple locations
• Define and implement a strategy to drive the adoption of service management and operational best practices
• Own continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders
• Work with business stakeholders and technology partners to define Service Management (Service Catalog, Request management, SLAs, Governance, reporting, Case Management, Knowledge Management, Incident (SLA/SLOs, Major Incident support), Problem (RCAs, Knowledge management), Asset, Change Management (CMDB, Service dependencies, IT comms), etc.
• Work with product owners, stakeholders, and the ITSM dev team to prioritize, plan and execute work while balancing technical enhancements, tech debt management, and new feature development
• Build robust problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through
• Recommend around policies, standards, and framework for ITSM governance, and implement and maintain a process governance structure aligned to global standards
• Own ITSM governance for all teams company wide
• Design and implement service policies and processes used to establish strong foundational practices while meeting business needs and balancing compliance with risk and cost
• Hire, train, develop and appraise IT operations staff effectively. 
• Responsible for maintaining adherence to software licensing agreements.

Education & Experience

• Minimum 15 yr. experience of hands-on technical experience combined with strong management and communication skills.
• BS/MS in Computer Science or similar field, related work experience or equivalent experience required.
• Demonstrated ability to implement mature ITSM practices in a fast-growing organization 
• Technical understanding of Infrastructure and application components with a good understanding of cybersecurity
• Experience in managing large global technical teams 
• Demonstrated ability to develop strong alliances with those outside of your immediate organization
• Experience in the development and implementation of ITSM solution highly desired.

Skills

• Ability to adjust strategies and approaches quickly as conditions dictate.
• Possesses a combination of good process, conceptual, business analysis and problem-solving skills.
• Experience in the development and implementation of ITSM solution highly desired.
• ITIL and technical certifications a plus

Working Conditions

• Onsite work 3 days a week

Physical Requirements

• Experience in the development and implementation of ITSM solution highly desired.

Safety Requirements

All employees are required to follow the site EHS procedures and Coherent Corp. Corporate EHS standards.

Quality and Environmental Responsibilities

Depending on location, this position may be responsible for the execution and maintenance of the ISO 9000, 9001, 14001 and/or other applicable standards that may apply to the relevant roles and responsibilities within the Quality Management System and Environmental Management System.

Culture Commitment

Ensure adherence to company’s values (ICARE) in all aspects of your position at Coherent Corp.:

Integrity – Create an Environment of Trust

Collaboration – Innovate Through the Sharing of Ideas

Accountability – Own the Process and the Outcome

Respect – Recognize the Value in Everyone

Enthusiasm – Find a Sense of Purpose in Work

Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.