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 Education and Experience:

• Bachelor's Degree in technology discipline, such as Computer Information Technology, Engineering, or Computer Science with 10 plus years of related experience and 6 plus years of leadership experience or High School Diploma/General Education Degree (GED) with 13 plus years of specific experience and 8 plus years of leadership experience
• Experience in IT, including IT operations, security, technical support, engineering, and/or management
• Working knowledge of the ITIL Framework and IT Service Management functions with demonstrated results implementing IT Service Management best practices.

Preferred Education and Experience:

• Master's Degree
• Prior experience working with a managed service provider.
• Prior experience managing teams in a global enterprise multi-site environment (>200 locations).
• IT Infrastructure Library (ITIL) Certification
• Proficiency or working knowledge of Cyber Security frameworks and methodology such as CIS Benchmarks and/or NIST.
• Business Intelligence and data analytic reporting development experience