Director, Service Management in Mequon, WI

$200K - $250K(Ladders Estimates)

D+H   •  

Mequon, WI 53097

Industry: Legal & Accounting


8 - 10 years

Posted 4 days ago

What will you contribute?

As a key member of the End User Services team, this position is responsible for operational services to support our internal and external customers across incidents, problems, changes and releases, with the aim to improve efficiencies and reduce downtime. You will provide strategic leadership and oversight for the Service Management Program and evangelize Service Management and its procedures within IT and across the enterprise.

Responsibilities & Deliverables:

Your deliverables as Director, Service Management will include, but are not limited to, the following:

Incident Management

  • Internal outage communications
  • Lead outage calls and manage to resolution
  • Audit compliance – outage data recorded in EPIC
  • Urgent & Emergency RFC's facilitation; ensures all necessary approvals gathered prior to implementation

Problem Management

  • Root cause investigation and implementation of repair plans
  • Complete the RCA document and assign action items, owners and SLAs
  • Track and drive RCA remediation plans implementation / closure
  • Ensure problems are moving through the lifecycle measuring and reporting on SLA attainment

Change Management

  • Control changes to the Production Application & Infrastructure environment through standardized, repeatable methods & procedures
  • High Risk change impact & risk assessment
  • Define approvals for RFC
  • Review implementation plan & approve RFCs, Process improvements & communication & documentation
  • RCAs and Post Implementation reviews/actions
  • Audit process facilitation and review RFCs for process compliance

Release Management

  • Ensure alignment of change & freeze periods with LOB releases
  • Application and infrastructure releases: testing, review & approvals to protect the integrity of Production environment
  • Plans, schedules and coordinates the build, test and deployment of releases, preventing collisions, resource contention and minimizing downtime

Required Experience:

  • 7+ years of progressive experience in service delivery within an information technology organization
  • Experienced in relationship building, creative problem solving, and innovative management of projects, resources, and new technologies in a dynamic environment
  • Demonstrated experience with advising and influencing senior management
  • Excellent project and time management skills
  • Excellent professional communication and collaboration skills
  • Experience implementing one or more Service Management processes in an IT service organization is desired
  • ITIL certification; foundation level required

Valid Through: 2019-11-6