Director, IT Service Management

IT Service Delivery:

• Ensure high performance, availability, and customer satisfaction in IT services, including Service Desk, onboarding, training, enterprise applications, and endpoint procurement/provisioning.
• Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery.
• Manage relationships with key external vendors and service providers.

IT Product Management:

• Lead the lifecycle, performance, adoption and management of IT products including workplace hardware and software, core applications, SharePoint, onboarding, and email and communication tools, etc.
• Collaborate with cross-functional teams to define product vision, strategy, and roadmap.
• Ensure products meet user needs and business objectives through continuous improvement and innovation.
• Oversee procurement and asset management, ensuring efficient acquisition, deployment, and maintenance of IT assets to support organizational goals.
• Own and manage IT Service management, asset management and remote assistance platforms.

Digital Workplace Leadership:

• Utilize organizational change management best practices to drive technology adoption and optimization of digital workplace tools and technologies.
• Foster a culture of digital collaboration, mentoring, and productivity across the organization.
• Partner with the VP of IT, human resources, facilities, and other IT and business leaders to set the strategic direction of the digital workplace and digital employee experience (DEX) improvements.
• Champion the modernization of workforce technology and services to enable new ways of working and digital business transformation.
• Directly manages service employees
• Works on-site, regular business hours and at other times as needed. Travels to other locations.
• Complete other duties as assigned or needed to support the business.

• Bachelor's degree in information technology, Computer Science, or a related field.
• 6 years of progressive responsibility in IT service delivery, product management, or digital workplace roles.
• Strong leadership, team and project management skills.
• Excellent communication and interpersonal skills.
• Ability to think strategically and drive innovation.

Preferred Skills:

• Experience with ITIL or other service management frameworks.
• Knowledge of agile methodologies and product management tools.
• Knowledge of change management principles and disciplines.
• Certificates or training in IT service management, project management and/or change management preferred
• Familiarity with digital workplace platforms and collaboration tools.
• Experience managing a portfolio of digital workplace applications.
• Proven ability to manage rapidly changing business priorities, processes, and technologies.
• Record of being entrusted with and having successfully safeguarded significant private and confidential information.

This position is subject to a pre-employment criminal background check. A criminal conviction or arrest pending adjudication or adverse financial history information alone shall not disqualify an applicant in the absence of a relationship to the requirements of the position. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

• Physical requirements

• Communicate in English both verbally and in writing.
• Read, hear, and speak clearly.
• Prepare and generate reports, proposals and other business correspondence.
• Manipulate computer keys and general office equipment for extended periods of time.
• Think logically and analytically and articulate information that may be complex in clear, concise manner to others.
• Quick and clear thinking required.
• Ability to gather and organize large amounts of data and search for patterns and connections.
• Average sitting and standing.
• Some bending, pushing and pulling.
• Travel via airplanes and cars for overnight business trips
• Lift up to 25 lbs.

Must be able to perform the essential functions of the job. The Company will make reasonable accommodations to facilitate the ability to perform essential job functions.