Verinext · 5 hours ago

Director of IT Service Excellence

United States

Full-time

Remote

Director/Executive

5+ years exp

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ConsultingInformation Technology

Comp. & Benefits

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Responsibilities

Develop and implement the service management strategy, ensuring alignment with the overall IT and business strategy.

Design, implement, and manage ITSM processes (Incident Management, Problem Management, Change Management, Root Cause Analysis, Service Request Management, etc.) in accordance with ITIL best practices.

Monitor and measure the effectiveness of ITSM processes, identifying areas for improvement and implementing necessary changes.

Oversee the day-to-day operations of the Service Excellence team, ensuring timely and effective service delivery.

Lead the Incident Management process, ensuring quick resolution of incidents and minimization of business impact.

Manage the Problem Management process, conducting root cause analysis and implementing permanent solutions to recurring issues.

Oversee the Change Management process, ensuring changes are assessed, approved, and implemented with minimal risk to the organization.

Lead, mentor, and develop a team of IT professionals, fostering a culture of continuous improvement and excellence.

Set performance goals, provide regular feedback, and conduct performance evaluations.

Facilitate training and development programs to ensure the team's skills remain current with industry standards and best practices.

Collaborate with IT and business stakeholders to understand service requirements and expectations.

Communicate effectively with stakeholders at all levels, providing regular updates on activities, performance metrics, and improvement initiatives.

Act as the primary point of contact for ITSM-related queries and escalations.

Drive continuous improvement initiatives within the service excellence framework, leveraging industry trends and emerging technologies.

Implement automation and optimization strategies to improve service delivery efficiency and reduce manual effort.

Conduct regular reviews of service processes, identifying gaps and implementing corrective actions.

Ensure service excellence processes comply with relevant industry standards, regulations, and internal policies.

Prepare and present regular reports on ITSM performance, including KPIs, SLAs, and improvement initiatives.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT Service ManagementITIL certificationITSM toolsAgile methodologiesDevOps methodologiesStakeholder managementContinuous improvementTeam management