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Director, Service Ops
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$160,000 - $175,000
Full-time
- We are seeking a Director of Service Operations to direct the IT service operations of the global technology group within two core technology teams: Service Desk (Level 1) and Technical Support (Level 2) shaping, maturing and maintaining service excellence.
- Defining, improving and overseeing the core ITIL based service operations processes: incident management, problem management, application management, request fulfillment, identity, and access management.
- Working with internal teams: infrastructure, client platform engineering, security operations, and project managers to deliver and oversee: change management, technical management, policy definition, implementation, and enforcement.
- Establishing and maintaining the global technology service catalog, service portfolio, policies and procedures, CMDB and tooling.
- Delivery of local and global projects and releases e.g. Hardware Refresh, O/S upgrades, software upgrades and rollouts, facilities upgrades/reconfigurations, support for global company events (virtual and hybrid).
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