Position Overview
Responsible for shaping, enforcing, and maturing IT service governance across the organization. Operates with broad autonomy, leads complex operational initiatives, and advises senior leadership on service risk, stability, and performance.Job Description
Essential Job Duties/Responsibilities
- Serve as a senior authority on ITSM processes including incident, major incident, change visibility, problem, knowledge, and service reporting.
- Lead enterprise-wide service initiatives tied to operational stability, TSA exit, and post-spin maturity.
- Act as executive advisor on service risk, readiness, operational decision-making.
- Lead complex on high-risk major incidents in partnership with MIM leadership when required.
- Own service health narratives and executive-level reporting for senior leadership and ELT.
- Define, refine, and enforce service governance standards across infrastructure, applications, EUC, and vendors.
- Mentor Advisors and Analysts, setting expectations for discipline, rigor, and accountability.
- Identify systemic service risks and drive cross-organizational remediation plans.
- Comply with all applicable laws/regulations, as well as company policies/procedures.
- Perform other duties as assigned.
Disclaimer:
This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications of employees assigned to the job.
Qualifications
- Bachelor's degree/equivalent in information technology, business, or related fields.
- Seven (7) years' experience in IT operations, ITSM, service delivery, or operational leadership.
- Demonstrated experience operating at an executive advisory level.
- Proven ability to lead through influence across multiple organizations.
- Strong command presence during operational disruptions.
- ITIL certification is preferred.
Job Conditions
- Some travel required.
