Director, Global IT Operations

Position Responsibilities: Establish an overarching vision, strategy, and roadmap for Global IT Client services and Global IT Operations Develop and manage processes and procedures for IT Service Management functions such as Incident, Change, Problem, Configuration, Knowledge, and Request Management Provide training, development, coaching, and mentoring to managers and employees, while fostering a culture of continuous improvement, collaboration, and innovation Implement and maintain ITIL aligned policies, processes, procedures,

including transitioning services to managed support providers, for all supported systems Enforce strict adherence to ITSM and operational processes including ticket management, Incident, Problem, and Change Control procedures to ensure timely response, service delivery, and to meet committed SLAs Manage and collaborate with Managed Service Providers to ensure they are delivering effective and efficient support services based on contract terms Occasional travel as needed, up to 10% Other projects or duties as assigned Required