Director, IT Operational Excellence

Resp & Qualifications

• Define and implement a strategy to drive adoption of service management and operational best practices. Foster continuous service delivery optimization and improvement. Develop self-auditing and compliance capabilities around ITSM procedures. Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools. Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery.
• Orchestrate day to day IT operations, as it pertains to design, implementation, maintenance, operation, and continuous improvement of the IT network infrastructure and supporting End User Support Services. Service areas include voice and data networks, (wired and wireless) network engineering, installation and repair services, data centers, classroom audio visual systems, computing environments (physical, virtual and cloud), network security, system administration, virtualization, middleware, desktop support, mobile devices, printing devices, and end user support.
• Develop and maintain strategy and approach for improving efficiency and value add of the team. Ensures organizational procedures are aligned to maintain compliance with industry standards. Act as a trusted advisor to business and technology leadership on the design and effective operations and controls.
• Lead the Strategy deployment process for IT and establish operating mechanisms to measure progress.
• Lead annual IT goal setting process providing the leadership team with trends and analytics needed to make meaningful decisions.
• Lead a team of project leaders to provide meaningful insights on IT portfolio performance and barriers to execution.
• Manage the IT Change and communication management function, partner with HR, Finance, and Technologists to build communication plans, training, user adoption plans etc.
• Partner with business planning teams to create a prioritization framework to enable cross divisional prioritization.
• Establish a consistent process to measure and track business benefits and outcomes.
• Be responsible for IT KPIs and dashboard.
• Identify opportunities for driving efficiencies using BPM & Lean.
• Lead all IT vendor management activities to ensure strong performance and SLA compliance.
• Lead the facilitation of IT quality processes regarding configuration and change management.
• Lead ITIL compliance and monitoring
• Enables synergy and leverages best practices across the IT organization

• 8 years related professional experience
• 3 years management experience
• An ideal candidate would be someone who has good background in operational excellence (experience with converting strategy to action) knows the ‘how to’ of information technology, can challenge the status quo and has the right attitude to work in a matrixed organization.
• Held similar Operational Excellence roles
• A minimum of 5+ years of professional experience leading large system implementations and/or transformation. Experience with Business Intelligence and Visualization tools
• A minimum of 5+years of Program Management experience
• Experience in Leading ITIL
• Solid analytical and problem-solving skills; prior financial budget and forecasting experience preferred
• Strategic Thinking; Strives for Improvement and Innovation by continuously evaluating current processes to find ways to meet and improve the overall IT strategy
• Champions change across IT organization aligned to the overall IT/Company strategy by leading cross-functional teams and providing strategic insights and recommendations
• Good mix of technical and business background. Positive, collaborative and solution-oriented attitude
• Knowledge to build and manage IT- business relationship, facilitation, communication and leadership skills with demonstrated ability to work with large cross-functional teams
• Strong verbal and written communication / business writing skills, strong executive presence with great attention to details and excellent interpersonal skills
• Ability to execute on multiple concurrent deliverables with sense of urgency. Creative and innovative thinker with strong collaborative leadership skills to work in partnership with people relations and senior leadership teams.

• Ability to analyze complex operational tasks
• Ability to develop work flow processes for business and functional areas
• Ability to lead and manage cross-departmental teams
• Proficient in statistical analysis programs
• Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.