Director, IT Service Delivery

Summary: As the Director of IT Service Delivery, you will act as a dedicated, expert problem-solver who provides strategic leadership and oversight of IT service management, continuous service improvement, and communication services across Onbe Technology operations adhering to standard ITSM subject areas, practices, and tools, to achieve consistent, effective, and efficient delivery of services across the Technology portfolio.

Responsibilities

• Develop and implement a roadmap for IT Service Management demonstrating JIRA/Confluence aligned with the organization's business objectives.
• Collaborate with team members across IT and business departments to understand required opportunities for process improvements and translate them into effective JIRA/Confluence solutions.
• Support the IT Service Delivery team with incident management, diagnosis, customer concern, tracking, root cause analysis, and resolution.
• Taking ownership of IT critical incidents, coordinating with resolution parties, and establishing effective communication between collaborators for post-incident reviews.
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB, and other IT Service Management processes.
• Create an environment that supports customer self-service and automation of routine service requests.
• Document issues and the resolutions of the solution procedures.

Qualifications

• Bachelor's Degree or work experience in a related field.
• Minimum of 7+ years of experience in IT Service Management or related roles.
• 4+ years of experience managing and mentoring a team of people.
• Knowledge of JIRA, Confluence, and other tools used in the ITSM environment.
• Knowledge and understanding of ITIL/ITSM process definition. ITIL 4 or similar certification is preferred.
• Strong social skills to build customer relationships.
• Strong leadership, communication, and teambuilding skills to empower and encourage team members.
• DevOps' experience is preferred.

The base salary range for this position is budgeted between $147,780 to $178,500, with eligibility for an annual bonus. The actual base salary offered depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, and market demand. Our competitive benefits includes medical, dental, vision, wellness, 401(k) matching, unlimited PTO, work from anywhere, generous parental leave, and more! Our job titles may span more than one career level. All candidates are encouraged to apply.