Vice President – IT Service Management

Vice President – IT Service Management

Requirements

• Bachelor’s degree in computer science, management information systems, or related field, or equivalent combination of education and work experience, required
• ITIL Certification – Intermediate or above required
• 7+ years’ experience (minimum) in a technical role
• 7+ years’ experience (minimum) as a manager/leader of technical customer service teams
• Demonstrated experience negotiating and managing ongoing vendor relationships to align with business outcomes (required)
• Prior experience working in a shared service model (required)
• Expert knowledge and experience implementing and using Service Now Enterprise system for ITIL processes
• Expert knowledge of Microsoft Desktop Operating systems
• Knowledge of network fundamentals (IP, gateway, DNS, routing)
• Expert knowledge of Microsoft Office 365
• Working knowledge with Active Directory

Responsibilities

• Provide management oversight for Service Desk, Desktop Engineers, Application Support, Inventory Control and all other Service Delivery functions
• Develop, manage and ensure service support processes, procedures, SLAs, performance metrics and service quality align with and exceed customer and business expectations
• Define and/or update customer SLAs and other Key Performance Indicators (KPI) for all Service Delivery functions. Measure and report on service performance across IT to management on a regular basis
• Manage and monitor vendor relationships and output to effectively balance costs, performance/efficiency, and overall alignment with customer needs, departmental goals and business outcomes
• Review and manage escalation (and, where possible, resolution) of relevant service process issues within the organization across IT, Service Providers, and Business Partners
• Provide mentorship to the service desk team with excellent ability to investigate, diagnose, and resolve technical issues and perform continual training
• Oversee change management (incl. leading Change Advisory Board updates) for all IT changes, including business applications and infrastructure
• Oversee purchasing and inventory team & process for all IT assets for CIM Group and affiliates
• Oversee key end user platforms and related support such as mobile devices and desktop environments
• Deliver testing, QA and feedback to desktop image deployment team to assure fully functioning end user computing environments
• Identify and evaluate process and technology improvement opportunities. Plan and implement changes to enhance customer experience, efficiency and stay up to date with industry best practices.

Preferred Qualifications

• Experience with third-party servicing (preferred)
• Experience with international support a plus
• EQ/Leadership training a plus