Director of IT Service Management

WSFS Financial Corporation•Wilmington, DE

67d•$108,722 - $178,617

About The Position

The Director of IT Service Management is responsible for the strategic planning, delivery, and continuous improvement of IT services in support of business objectives. The role will serve as the steward for defining the IT service experience and delivering great service to all customers of IT. This position will serve as the key business partner on behalf of the IT organization, by bridging the gap between business partners and technology solution providers. This position will have overall accountability for defining and designing the overall vision for IT Service Management including standards, principles and functions that will be leveraged across IT such as Service Catalog, Portfolio Management, Business Relationship Management, Design Coordination, Change Management, Validation & Testing, Problem Management, Knowledge Management, Asset Management, Configuration Management, Incident Management, and Service Request Management.

Requirements

Bachelor's degree in Business, MIS, Computer Science or related business or information technology field or equivalent combination of experience, training, and/or education.
Minimum of 10 years demonstrated experience managing transformation and ongoing operations of Service Management processes. Banking and/or financial services industry experience is preferred.
Minimum of 5 years of experience managing a customer focused service management and/or IT support team(s)
In-depth knowledge of IT Service Management (ITIL) frameworks and ITAM and ITSM best practices.
ITIL Intermediate Certification required.
Knowledge of ServiceNow, Ivanti, or other ITSM software tools used in environment.
Demonstrated experience with technology vendors including identifying, evaluating, selecting, procuring, and implementing technology and vendor management proposals and contracts
Experience managing budgetary responsibility for technology vendors and technology asset management
Demonstrated ability to identify and communicate how IT solutions can support the achievement of short- and long-term business goals.
Ability to lead teams and drive projects and initiatives by working effectively cross-departmentally.
Excellent verbal and written communication skills in both technical and non-technical language to persuade and influence decision making of individuals, groups, or work teams, and to explain difficult issues.
Excellent presentation, time management, and collaborating skills.

Responsibilities

Establishes a service-first and customer-centric culture across Service Management and IT that puts the customers' needs first and drives towards a great service experience.
Ensures that services are provided in a timely, accurate, effective, and cost-efficient manner to provide outstanding service to user groups.
Define, measure and maintain the proper metrics and service level agreements to both ensure efficiency of operations and delivery of high quality service experiences to end users and customers
Serves as the key steward and leader for ITIL across IT; own and drive process improvements across the incident, request, service catalog, problem and change process groups.
Establishes and maintains a strategic relationship with business and technology partners, acting as a thought leader and steward for our service values and ensuring IT needs are met and delivered with a high quality service experience
Recommends effective department budgets to cover the projected costs of staffing, equipment and supplies needed to maintain effective operations.
Establishes a system of maintaining inventory of key IT end-user technology assets including client workstations, peripherals and other devices that ensure a cost-effective supply that will not jeopardize operations.
Responsible for evaluating technology and vendor management proposals and contracts.
Creates standards and ensures that area of responsibility provides the appropriate level of service to other departments so that they are using standard equipment and supported at level that help them drive their business.

Benefits

WSFS provides a competitive benefits package, which includes medical, dental, and vision coverage; a 401(k) plan; life, accident, and disability insurance; flexible spending accounts (FSAs) and health savings accounts (HSAs); and wellness programs.
Additional benefits may include paid parental leave, military leave, vacation and other paid time off, sick leave in accordance with applicable state laws, and paid holidays.

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