Director of IT Service Management
Job Description
Summaryof Position:
The Director of IT ServiceManagement is responsible for technologybusiness leadership and vision in IT Service Delivery. They will provide and maintain a singlesource of consistent information on all IT services delivered to business. They will ensure and verify serviceperformance against stated Service Level Agreements while overseeing andmanaging the Service Desk and Lennar Field Services organization. They are responsible and accountable forday-to-day service operations and performance. The Directorof IT Service Management will establish and directthe strategic long-term goals, policies and procedures for a Field Support andSupport Desk environment, supporting a large national business across multiplebusiness units.
PrincipalDuties and
Responsibilities:
Provideleadership and customer support fro large national field support organization.
Provideleadership and oversight to a centralized technical support desk supporting awide variety of corporate customers and technical assets.
Verifyservice operations against stated Service Level Agreements and OperationalLevel Agreements
Manage live technical environments on a day to daybasis
Developand maintain policies, principles and definitions of service packages
Agreeand document service definitions with all relevant parties
Maintainthe service catalogue comprising of all services provisioned
Ensureconsistency between the service catalogue and the overall service portfolio
Defineand create the overall service measurement framework that determines serviceefficiency
Defineand maintain the overall Service Monitoring and Reporting schedule
Designand maintain a service dashboard to capture and report aggregate serviceperformance
Definepotential service improvement opportunities
Managedirectly a staff of three direct reports with indirect oversight of a staff ofapproximately 75 resources
Managethe Field and Technical Support Desk department in accordance withorganizational policies and goals.
Help business operations utilize information systems toimprove efficiency.
Rely on extensive experience and judgment to plan andaccomplish goals.
Recognizenew developments in information systems technology, and anticipatesorganizational modifications.
Ensureconfidentiality and reliability of corporate data, proprietary information, andintellectual property.
Function as top-level contact to assist end users indetermining IS requirements and solutions.
Education and Experience Requirements:
5+years of experience in IT Service Management & Operations
10
yearsof management experience
Bachelorsdegree in Business Administration or related field / Advanced degree stronglypreferred
ITManagement and Leadership Experience
Mustpossess organizational, time management, and motivational skills
Abilityto analyze problems, determine solutions and produce the desired outcome
Mustbe a team player with a strong work ethic
ProvideCustomer Service above and beyond what is expected
Certificationsin ITIL or other related IT Service Management Practices or commensurateexperience.
PhysicalRequirements:
This is primarily a sedentaryoffice position which requires the incumbent to have the ability to operatecomputer equipment, speak, hear, bend, stoop, reach, lift, and move and carryup to 25 lbs. Finger dexterity is necessary.
AdditionalRequirements:
Experience at working as a leader and collaborator in a team-oriented environment is essential.
Canconform to shifting priorities, demands and timelines through analytical and problem-solvingcapabilities.
Reactsto project adjustments and alterations promptly and efficiently.
Flexibleduring times of change.
Abilityto read communication styles of team members and contractors who come from abroad spectrum of disciplines.
Persuasive,encouraging, and motivating.
Abilityto elicit cooperation from a wide variety of sources, including uppermanagement, clients, and other departments.
Abilityto defuse tension among project team, should it arise.
Abilityto bring project to successful completion through organizational dynamics.
Strongwritten and oral communication skills.
Stronginterpersonal and operational skill sets
Adeptat conducting research into project-related issues and products stronganalytics skills.
Mustbe able to learn, understand, and apply new technologies.
StrongCustomer service skills and focus required.
Abilityto effectively prioritize and execute tasks in a high-pressure environment iscrucial.
Tenacious,driven, energetic and a high degree of professional integrity.
Strongknowledge of IT service management processes and experience in deliveringimprovements to these processes
Businessawareness of the impact of service levels and any associated failures
Strongdocumentation skills, ability to clearly aggregate data
Experienceof leading cross functional teams and managing relationships with businesscustomers
Provenleadership and management skills
Robustskills in managing a helpdesk and support function supporting the enterprise
Followdirections from a supervisor.
Interactwell with co-workers, supervisors and management.
Understandand follow posted work rules and procedures.
Acceptconstructive criticism.
MaintainProfessional appearance and demeanor at all times.
This description outlines thebasic responsibilities and requirements for the position noted. This is not acomprehensive listing of all job duties of the Associates. Duties,responsibilities and activities may change at any time with or without notice.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Summaryof Position:
The Director of IT ServiceManagement is responsible for technologybusiness leadership and vision in IT Service Delivery. They will provide and maintain a singlesource of consistent information on all IT services delivered to business. They will ensure and verify serviceperformance against stated Service Level Agreements while overseeing andmanaging the Service Desk and Lennar Field Services organization. They are responsible and accountable forday-to-day service operations and performance. The Directorof IT Service Management will establish and directthe strategic long-term goals, policies and procedures for a Field Support andSupport Desk environment, supporting a large national business across multiplebusiness units.
PrincipalDuties and
Responsibilities:
Provideleadership and customer support fro large national field support organization.
Provideleadership and oversight to a centralized technical support desk supporting awide variety of corporate customers and technical assets.
Verifyservice operations against stated Service Level Agreements and OperationalLevel Agreements
Manage live technical environments on a day to daybasis
Developand maintain policies, principles and definitions of service packages
Agreeand document service definitions with all relevant parties
Maintainthe service catalogue comprising of all services provisioned
Ensureconsistency between the service catalogue and the overall service portfolio
Defineand create the overall service measurement framework that determines serviceefficiency
Defineand maintain the overall Service Monitoring and Reporting schedule
Designand maintain a service dashboard to capture and report aggregate serviceperformance
Definepotential service improvement opportunities
Managedirectly a staff of three direct reports with indirect oversight of a staff ofapproximately 75 resources
Managethe Field and Technical Support Desk department in accordance withorganizational policies and goals.
Help business operations utilize information systems toimprove efficiency.
Rely on extensive experience and judgment to plan andaccomplish goals.
Recognizenew developments in information systems technology, and anticipatesorganizational modifications.
Ensureconfidentiality and reliability of corporate data, proprietary information, andintellectual property.
Function as top-level contact to assist end users indetermining IS requirements and solutions.
Education and Experience Requirements:
5+years of experience in IT Service Management & Operations
10
yearsof management experience
Bachelorsdegree in Business Administration or related field / Advanced degree stronglypreferred
ITManagement and Leadership Experience
Mustpossess organizational, time management, and motivational skills
Abilityto analyze problems, determine solutions and produce the desired outcome
Mustbe a team player with a strong work ethic
ProvideCustomer Service above and beyond what is expected
Certificationsin ITIL or other related IT Service Management Practices or commensurateexperience.
PhysicalRequirements:
This is primarily a sedentaryoffice position which requires the incumbent to have the ability to operatecomputer equipment, speak, hear, bend, stoop, reach, lift, and move and carryup to 25 lbs. Finger dexterity is necessary.
AdditionalRequirements:
Experience at working as a leader and collaborator in a team-oriented environment is essential.
Canconform to shifting priorities, demands and timelines through analytical and problem-solvingcapabilities.
Reactsto project adjustments and alterations promptly and efficiently.
Flexibleduring times of change.
Abilityto read communication styles of team members and contractors who come from abroad spectrum of disciplines.
Persuasive,encouraging, and motivating.
Abilityto elicit cooperation from a wide variety of sources, including uppermanagement, clients, and other departments.
Abilityto defuse tension among project team, should it arise.
Abilityto bring project to successful completion through organizational dynamics.
Strongwritten and oral communication skills.
Stronginterpersonal and operational skill sets
Adeptat conducting research into project-related issues and products stronganalytics skills.
Mustbe able to learn, understand, and apply new technologies.
StrongCustomer service skills and focus required.
Abilityto effectively prioritize and execute tasks in a high-pressure environment iscrucial.
Tenacious,driven, energetic and a high degree of professional integrity.
Strongknowledge of IT service management processes and experience in deliveringimprovements to these processes
Businessawareness of the impact of service levels and any associated failures
Strongdocumentation skills, ability to clearly aggregate data
Experienceof leading cross functional teams and managing relationships with businesscustomers
Provenleadership and management skills
Robustskills in managing a helpdesk and support function supporting the enterprise
Followdirections from a supervisor.
Interactwell with co-workers, supervisors and management.
Understandand follow posted work rules and procedures.
Acceptconstructive criticism.
MaintainProfessional appearance and demeanor at all times.
This description outlines thebasic responsibilities and requirements for the position noted. This is not acomprehensive listing of all job duties of the Associates. Duties,responsibilities and activities may change at any time with or without notice.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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