In this role, you will lead and coordinate IT Service Management globally, with responsibility for infrastructure and application service delivery and support.
Maintain ownership of service and stakeholder relationships for all IT services at a global level
Ensure provision of effective, responsive support service for all IT production business systems and services
Deliver reporting to stakeholders for services delivered globally
Develop service strategy and manage service portfolio to ensure effective delivery of regional and global IT service requirements and expectations
Ensure Service Level Agreements (SLAs) throughout the technology towers are agreed, managed and reviewed in line with business requirements and the Service Catalogue is developed and agreed with business stakeholders
Ensure regular Service Performance Reviews are held with key stakeholders within all regions to maintain awareness of IT service issues and ensure IT performance is delivered in line with service expectations
Provide escalation point for priority 1 and 2 incidents and service issues, engaging the appropriate levels of IT and technical support, communication and management reporting for resolution of regional and global incidents
Define, implement and manage service improvement initiatives and global change management in line with SLAs to demonstrate continuous improvement
Own and manage the service desk, covering SLA management, process management and compliance, and continuous service improvement
Vendor and commercial management for service desk, covering account governance and planning, service reviews, contract compliance, ways of working, project pipeline management and demand planning
Coordinate service transition through Service Delivery Managers and provide support for new services
Lead and manage appropriate consolidation globally to drive maximum utilization and efficiency of service management resources
Plan, direct, and coordinate activities of employee(s) to ensure goals or objectives are accomplished
Bachelor's Degree in Technology or related field
Advanced degree (MBA, Master's) preferred
10+ years progressive IT service support with complex, distributed IT environments experience
8+ years in a leadership role , or equivalent combination of education and experience
Periodic travel either locally, nationally, and/or internationally may be required
Experience in managing and supporting complex IT services, systems and infrastructure in a multi-vendor environment
Experience of formal service support processes and procedures based on ITIL, including incident, change, problem management and service improvement
Knowledge of financial management, including supplier and commercial management
Strong supplier and commercial management skills, including management of effective service level agreements
Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment
Collaborate with and influence peers and senior management
Self-motivated with critical attention to detail, deadlines and reporting
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
OpenArc is a technology consulting firm providing industry-leading technical talent placement, software development, and technology strategy services to clients nationwide. Through a unique blending of people and software, OpenArc has a business practice that delivers amazing enterprise, mobile and consumer-facing apps and the best talent for contract, contract-to-hire and direct placements for clients and partners alike.
Staffed with the most-trusted recruiting experts, elite software developers, UI/UX designers and market experts, our team provides clients with the best resources, the right techniques and world-class support resulting in powerful measurable success.