Job Description

Job Description

Directs, plans, and organizes the staff and activities responsible for enterprise IT Service Delivery governance including Incident, Major Incident, Problem, Change, and Crisis Management. Ensures reliable, stable, and responsive technology services through disciplined operational processes and cross-team coordination. Drives operational and service excellence by strengthening ITIL-based practices, improving service performance, and reducing operational risk. Leads enterprise forums such as the Enterprise Problem Review Board (EPRB) to identify systemic issues, track recurring incidents, and ensure accountability for remediation. Partners with Infrastructure, Applications, Security, and Telecom teams to coordinate enterprise response during incidents and crises. Leverages ServiceNow and operational data to perform analytics, identify trends, and translate insights into actions that improve service quality and reliability. Supervises, hires, trains, disciplines, and evaluates staff performance; ensures performance appraisals are completed in a timely manner. This role operates in a hybrid remote environment with occasional travel as operational needs require.

Highly Preferred Skills and Experience:

• Leads the IT Service Delivery organization responsible for Incident, Major Incident, Problem, Change, and Crisis Management processes.
• Drives operational excellence through structured governance, escalation management, and continuous improvement initiatives.
• Leads the Enterprise Problem Review Board (EPRB), ensuring systemic risks, recurring incidents, and operational trends are analyzed and driven to resolution. Partners with Infrastructure, Applications, Security, and Telecom teams to coordinate response to major incidents and operational crises.
• Ensures disciplined Change Management governance that balances operational stability with transformation initiatives.
• Leverages ServiceNow and operational platforms to analyze service performance, identify trends, and support data-driven decision making.
• Develops reporting and dashboards that translate operational metrics into insights for leadership and stakeholders.
• Supervises staff including hiring, coaching, and performance management while fostering a collaborative, high-performing team environment.

Job Responsibility

• Leads an Infrastructure Services and Management group by developing, communicating, and building consensus for programs that support a business, function or geographic area.
• Develops and articulates a strategic vision for areas of responsibility and assigned technology domains.
• Makes recommendations regarding improvement for quality, increased efficiency, productivity, and cost reductions.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here but considered related are not essential functions.

Job Qualification

• Bachelor's Degree required, or equivalent combination of education and related experience.
• 8-12 years of relevant experience and 7+ years of leadership / management experience, required.

*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).