Director - IT Operations

Description

• Leads the IT operations team, providing guidance, mentorship, and professional development opportunities, including the development of needed skills.
• Monitors and reports on IT operations performance, identifying areas for improvement and implementing corrective actions.
• Defines, implements and leads ITIL processes.
• Leads the response and resolution of incidents to minimize business impact.
• Ensures changes are implemented with minimal disruption and communicate plans to stakeholders.
• Change Management, including leading the planning and coordination of IT changes.
• Oversees the management and maintenance of the Configuration Management Database (CMDB) to ensure accurate, up-to-date information on IT assets and configurations.
• Ensures compliance with CMDB policies and procedures, including regular audits and reviews.
• Conducts root cause analysis, develops solutions to resolve problems and performs post-problem reviews to identify lessons learned and implement corrective actions.
• Identifies and pursues opportunities to automate manual processes and improve operational efficiency and reliability while reducing costs.
• Develops and implements processes for updating the CMDB in response to changes in the IT environment.
• Manages the IT operations budget, ensuring cost-effective use of resources.
• Manages IT Operations relationships with key stakeholders, including business units, vendors, and external partners.
• Establishes an incident escalation process and communicate incident status to stakeholders.
• Monitors and reports on change implementation and outcomes.
• Conducts post-incident reviews to identify root causes and implements sustainable corrective actions.
• Ensures compliance with regulatory requirements and industry standards.
• Works within IT to promote standard processes, policies, and execution, including IT documentation management.
• Leads the change advisory board (CAB) to review and approve changes.
• Incident Management, including ensures prompt detection, recording, and classification of incidents.
• Establishes a problem escalation process and communicate the problem status to stakeholders.
• Provides CMDB-related reports and metrics to stakeholders, including senior leadership.
• Develops and implements IT operations strategies, policies, and procedures to ensure efficient, effective, and excellent service delivery, ensuring the highest business continuity and availability of business-critical systems.
• Problem Management, including ensuring prompt detection, recording, and classification of

Requirements

• Excellent communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels.
• In-depth knowledge of IT Operations and service management.
• Experience with ITIL or other IT service management frameworks.
• Excellent strategic thinking and problem-solving abilities.
• ITIL Certification
• Bachelor’s degree in Computer Science, Information Systems or a related field and a minimum of 10 years of relevant experience. An equivalent combination of education and experience may be considered.
• Master's degree in a related field of study.
• Strong leadership and management skills, with the ability to inspire and motivate teams.
• Minimum of five years’ experience in a leadership role.
• Proven experience in managing IT operations in a large, complex organization.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance