Director, Global IT Operations

Reyes Holdings•Rosemont, IL

17h

About The Position

This role is responsible for establishing an overarching vision, strategy, and roadmap for Global IT Client services and Global IT Operations. The Director will develop and manage processes and procedures for IT Service Management functions such as Incident, Change, Problem, Configuration, Knowledge, and Request Management. They will provide training, development, coaching, and mentoring to managers and employees, fostering a culture of continuous improvement, collaboration, and innovation. The position involves implementing and maintaining ITIL aligned policies, processes, and procedures, including transitioning services to managed support providers. A key responsibility is enforcing strict adherence to ITSM and operational processes to ensure timely response, service delivery, and meeting committed SLAs. The Director will also manage and collaborate with Managed Service Providers to ensure they deliver effective and efficient support services. Occasional travel, up to 10%, may be required, along with other projects or duties as assigned.

Requirements

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.

Nice To Haves

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

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