Director, Technology Service Management (Itsm)

Responsibilities:
Responsible for the creation of a culture of technology service excellence, delivering the best client experience possible.
Serve as the driving change agent committed to service, continuous improvement, quality, and value.
Serve as the owner and leader of the service catalog, end-to-end service designs, service delivery processes and execution, service management, measurement, and reporting, and continuous improvement of all aspects of ITSM processes.
Oversee and optimize the performance of our technology service desk, ensuring timely resolution of incidents, and enforcing the standard of "no problem twice".
Leverage ITIL and Six Sigma principles to evangelize the tenets of the Service Experience.
Maintain a deep knowledge of IT Service Management and identify opportunities for process adoption, enhancement, and improvement of Catalog, Incident, Major Incident, Request, Problem, Change, and Knowledge domains.
Lead the definition data-driven effective SLAs, SLOs, KPIs, and Metrics. Delivers effective and actionable reporting.
Ultimate point of contact for escalation of Service Management process-related issues, highly engaged with and responsive to key stakeholders.
Qualifications:
Bachelor's degree required; MBA or relevant advanced degree desirable.
5+ years of leadership experience in an IT Service Management function
ServiceNow experience highly preferred.
ITSM certification preferred. Six Sigma methodology Greenbelt is preferred.

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