Director, IT Service Management

Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and WeBull, and more than 20 million of our clients' customers.
Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. We are based in Dallas, TX and also have offices in Austin, New York, Chicago, Los Angeles, Portland, and Belfast.
If you are seeking a fast-paced and entrepreneurial environment where you'll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you.
AFS has received a number of prestigious industry awards, including:

• 2021, 2020, 2019, and 2018 Best Wealth Management Company - presented by Fintech Breakthrough Awards
• 2021 Most Innovative Companies - presented by Fast Company
• 2021 Best API & Best Trading Technology - presented by Global Fintech Awards

We are looking for a Director of IT Service Management who:

• Is passionate . You have a genuine passion for technology and supporting those who rely on it. You love using technology differently to maximize opportunity and impact for customers and you have a way of bringing out that same fire in the people you work with
• Is motivated . You're driven to be the best - whether that's decreasing system down time or making an innovative change to "how it's always been done" resulting in a more efficient way of supporting the customer. You challenge yourself by setting goals and exceeding them
• Is collaborative. You're excited to work with fellow engineers and big thinkers. You know how to collaborate not only within the department, but also across the organization
• Wants to make an impact . You're looking to do amazing work. You value preventing problems from occurring over being caught in the chaos zone putting out fires and looking for the "hero" spotlight
• Strives for frictionless IT . You understand the importance of building great partnerships. You promote a seamless, smooth, user friendly and reliable environment.

What you'll do all day:

• Manage IT Service Management Operations . The role of ITSM Director comes with the responsibility of overseeing the ITSM foundation of processes across the organization to improve the organizations efficiency, responsiveness and continual improvement
• Manage IT risk, compliance and controls . Partner with Enterprise risk, Compliance, Information Security to ensure the necessary ITSM functions are in place and fully integrated into technology operations. Enforce compliance with agreed ITSM policies and procedures
• React, Respond and Remediate . The ITSM Director acts as a Technical Incident focal point to ensure the appropriate teams respond, resolve and complete all the necessary follow-up tasks for remediation . Your team will identify and resolve conflicts and bottlenecks.
• Govern the change and release practices . Oversee Change Management and partner with Platform and Engineering teams to implement and manage release processes, with a major emphasis on automation where possible
• Measure, Learn, Improve. The ITSM Director will work to identify and implement the appropriate SLAs, performance metrics, and drive process improvements
• DRM / BCP . Ensures disaster recovery plans, processes, and roles are in place across IT to ensure the integrity and availability of our company's data, solutions, services and technologies

The skills you'll need to succeed:
Required:

• 5+ years of experience in an ITSM lead role
• 5+ years of demonstrated experience dedicated to disaster recovery operations and management
• Expert knowledge of ITIL frameworks
• Demonstrated experience with ITSM tools and software (e.g., ServiceNow, Remedy, Jira Service Management)
• A solid understanding of ITSM with practical experience designing, implementing, and supporting ITIL improvements
• Experience running ITSM functions within a modern, faced-paced, highly transactional, hybrid work environment
• Ability to plan, organize, and lead the testing of emergency response, recovery support, and business resumption procedures
• Experience establishing, managing and communication with Business Partners to cultivate strong partnerships. Works well with leadership
• Expert customer centric written and verbal communication skills
• Previous experience as an IT Team Lead or demonstrable experience in leading virtual teams
• Experience managing 3rd parties, strategic partnerships and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

Preferred:

• Bachelor's degree in Computer Science, Network Administration, or other related field is preferred
• ITIL Certified
• Certified Business Continuity Planner (CBCP) or Disaster Recovery Planner accreditation

#IT #mid-senior #full-time