Director of IT Service Management

MUST be local to New York City, Hybrid Schedule at least 3 days onsite

Salary Range: $160k to $220k

No Sponsorship Available

Director of IT Service Management at Global Financial to be responsible for leading a team to execute the day-to-day operations and governance of Incident Management, Change Management, Problem Management, and Release Management. Partner with IT teams and stakeholders to develop a feedback loop for continuous process improvement and automation opportunities. This role is critical in ensuring stability, reliability, and continuous improvement of IT services. Must have ITIL and ITSM rollout experience.

Key Responsibilities:

• Lead and manage the IT Service Management team.
• Oversee and govern the processes for Normal and Major Incident Management, ensuring timely resolution and minimizing impact on business operations.
• Manage Change Management processes to ensure controlled and efficient implementation of changes with minimal disruption. Partner with technology team leads to ensure each area is represented in the CAB.
• Develop and implement Problem Management strategies to identify root causes and prevent recurrence of incidents.
• Coordinate Release Management Governance activities to ensure smooth and successful deployments of new software and updates.
• Utilize ITIL framework principles to streamline processes, enhance service delivery, and drive continuous improvement.
• Develop a feedback forum for intake to properly review, prioritize, and implement process improvement capabilities
• Collaborate with cross-functional teams to align IT services with business objectives and requirements.
• Monitor and report on KPIs.
• Identify opportunities for automation and process optimization to improve efficiency and reduce operational costs.
• Ensure compliance with regulatory requirements
• Develop and manage the roadmap for ServiceNow Incident, Problem, Change, and Release modules.
• Lead the implementation and optimization of ServiceNow modules to improve service management capabilities.

Qualifications:

• Proven experience in IT Service Management in a leadership capacity.
• Extensive knowledge and hands-on experience with the ITIL framework.
• Proven track record of leading and managing high-performing teams.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Certifications in ITIL, PMP, or other relevant areas are highly desirable.
• Experience with ServiceNow, including the development and management of roadmaps for Incident, Problem, Change, and Release modules.