This Director position will oversee daily operations and ensure the efficiency and efficacy of all processes and procedures, with the primary objective of improving and streamlining workflow. The ideal candidate for this position is a team player and a motivated problem-solver with an inquiring mind who can produce high-quality work under pressure.
Conduct ITIL process and tool trainings
Own the development and maintenance of all tools and processes required to support the organization
Develop leading-practice service management processes aligned to the ITIL framework, including Change, Incident, Problem, Request, Service Transition, Demand Planning, and Continuous Service Improvement
Work closely with technical teams to craft processes and tools that are easy to use and meet compliance standards
Champion the use of best-practice ITIL processes to deliver effective and consistent service to the business globally
Manage appropriate review and approval of process changes and updated documentation
Maintain and enhance the Information Technology Service Management (ITSM) toolset including Cherwell
Monitor and optimize ITSM process performance and compliance
Develop and rollout new processes to streamline business operations, maximizing operational efficiencies, collecting, and analyzing operational metrics, and identifying and correcting process deficiencies
Continually drive maturity of the process operational & maintenance through analytics and data driven insights
Manage the requirements, planning, development, implementation, and rollout of new or changed processes across the organization
Ability to travel as necessary
Significant direct experience of designing and implementing process frameworks in a large IT organization
Significant experience of ITIL and service management tools and processes
An ability to work effectively in a matrix organization is essential
Previous experience in initiating and delivering change, engendering a common culture, and developing leadership and management capability to deliver sustainable performance
Self-motivated with critical attention to detail, deadlines, and reporting
Extensive experience with formal service support processes and procedures based on ITIL, including incident, change, problem management and service improvement
Very strong supplier and commercial management skills, including experience with developing and managing effective service level agreements
OpenArc is a technology consulting firm providing industry-leading technical talent placement, software development, and technology strategy services to clients nationwide. Through a unique blending of people and software, OpenArc has a business practice that delivers amazing enterprise, mobile and consumer-facing apps and the best talent for contract, contract-to-hire and direct placements for clients and partners alike.
Staffed with the most-trusted recruiting experts, elite software developers, UI/UX designers and market experts, our team provides clients with the best resources, the right techniques and world-class support resulting in powerful measurable success.