Senior Director ITSM

5 - 7 years experience  •  Patient Care

Salary depends on experience
Posted on 09/21/17
Walnut Creek, CA
5 - 7 years experience
Patient Care
Salary depends on experience
Posted on 09/21/17

Description: This managing level position oversees and takes accountability for the development, implementation and maintenance of assigned ITSM process and/or service portfolio by working collaboratively with leadership to develop the ITSM strategy. This role delivers briefings to senior management on the status and progress of process and/or service improvement initiatives and third-party tools for implementation and leverages relationships with cross-functional stakeholders (for example, IT and business partners) to ensure alignment, synergy, and application of standardized processes and/or services and procedures.This role also is accountable for SOW negotiation, ITSM process and/or service improvement efforts, and the development, implementation, monitoring, and reporting of process and/or service performance metrics. In addition, this position oversees investigation and resolution of performance deviations, ensures compliance with ITSM policies and procedures across the enterprise, and oversees the development of training and reference materials.

Essential Responsibilities:

  • Directs the operations of multiple units and departments by identifying customer and operational needs; analyzing resources, costs, and forecasts and incorporating them into business plans; engaging strategic, cross-functional business units to champion and drive support for business plans and priorities; translating business strategy into actionable business requirements; obtaining and distributing resources; setting standards and measuring progress; anticipating and removing obstacles that impact performance; addressing performance gaps and implementing contingency plans accordingly; ensuring products and/or services meet customer requirements and expectations while aligning with organizational strategies; serving as a subject-matter expert and trusted source to executive leadership; and providing influence and consultation in the development of the larger organizational or business strategy.
  • Models and drives continuous learning and maintains a highly skilled and engaged workforce by aligning cross-functional resource plans with business objectives; overseeing the recruitment, selection, and development of talent; motivating and empowering teams; building organizational capacity and developing high potential employees for growth opportunities and advancement; staying current with industry trends, benchmarks, and best practices; providing guidance and leadership when difficult decisions need to be made; and ensuring performance management guidelines and expectations align with and drive business objectives and results.
  • Oversees and takes accountability for the development, implementation and maintenance of assigned ITSM process and/or service portfolio by working collaboratively with leadership to develop the ITSM strategy.
  • Defines goals, objectives, deliverables, and guardrails within the governance framework to ensure the development and implementation of efficient, effective, measurable, and sustainable processes and/or services.
  • Develops and oversees ITSM workplans to drive cohesive integration of enterprise IT process and/or service roadmaps.
  • Oversees and takes accountability for the negotiation and final execution of statements of work (SOWs) with service providers related to the development, implementation, and maintenance of ITSM processes and tools.
  • Ensures the development and implementation of appropriate performance metrics and measurement tools.
  • Oversees ITSM process and/or service improvement efforts.
  • Oversees resolution of identified gaps and deficiencies in new and existing processes, services, and service portfolios.
  • Delivers briefings to senior management on the status and progress of process and procedure audits.
  • Delivers briefings to senior management on the status and progress of process and/or service improvement initiatives and third-party tools for implementation.
  • Leverages relationships with cross-functional stakeholders (for example, IT and business partners) to ensure alignment, synergy, and application of standardized processes and/or services and procedures.
  • Oversees the development, implementation, monitoring, and reporting of process and/or service performance metrics.
  • Oversees the regulatory and internal compliance controls for process/service execution to minimize company risk.
  • Oversees the investigation and resolution of performance deviations.
  • Champions and ensures compliance with ITSM policies and procedures across the enterprise.
  • Oversees compliance of release notes, training materials, and documentation within appropriate repositories.
  • Oversees the development and delivery of user training and reference materials.


Minimum Qualifications:

  • Minimum six (6) years supervisory experience.
  • Minimum five (5) years managing operating budgets and/or project financials.
  • Bachelor's Degree in CIS, Business Administration, or related field and Minimum twelve (12) years IT or related business experience, including Minimum three (3) years experience leading the implementation or support of large scale ITSM processes or services. Additional equivalent work experience may be substituted for the degree requirement.


    Preferred Qualifications:

  • Six (6) years of work experience in a role requiring interaction with executive leadership (e.g., Vice President level and
    above)
  • Five (5) years experience in a leadership role of a large matrixed organization.
  • Five (5) years experience working within an IT Infrastructure Library (ITIL) framework.
  • Five (5) years experience overseeing the development and delivery of IT process/service metrics and reporting.
  • Four (4) years experience overseeing the development and management of vendor relationships.
  • Three (3) years experience in organizational change management.
  • Six (6) years ITSM experience working across multiple IT domains or specialty areas.
  • Master's degree in CIS, Business Administration, or related field.
  • ITIL Foundations certification.

Job Number: 598018

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