Director - IT Operations

Iberdrola•Orange, CT

16d•Onsite

About The Position

The Director, IT Operations is responsible for defining the strategic direction and ensuring the effective execution of IT operations. This role oversees the enterprise-wide IT Service Management program, which includes Incident Management, Problem Management, Change Management, and Configuration Management. It focuses on driving continuous process improvement, managing stakeholder communications, monitoring operational performance through key performance indicators, and maintaining the quality and integrity of IT operations data. Serving as the Operations Section Chief, the Director collaborates closely with the Emergency Management team to coordinate responses to major incidents. In addition, this position leads cross-functional teams and works with senior leadership to align IT operations with organizational objectives. The Director, IT Operations reports into the Vice President of Technology Services.

Requirements

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.
Minimum of five years’ experience in a leadership role.
Strong leadership and management skills, with the ability to inspire and motivate teams.
Excellent strategic thinking and problem-solving abilities.
In-depth knowledge of IT Operations and service management.
Excellent communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels.
Proven experience in managing IT operations in a large, complex organization.
Experience with ITIL or other IT service management frameworks.

Nice To Haves

Master's degree in a related field of study.
ITIL Certification

Responsibilities

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