Global Head Of It Service Management

PURPOSE AND SCOPE:

Develop and execute technology strategies, policies and procedures. Successfully implement technology-based systems to carry out the Company's mission, strategic goals, and business plan. Provide expertise in a variety of IT concepts, practices, and procedures while providing leadership and management of direct reports from diverse Information Technology fields and business partners.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provide technical guidance.
• Evaluate and recommend information systems strategies to members of management.
• Significant organizational impact responsible for the overall control of planning, staffing, budgeting, expense priority management, and recommending and implementing changes to current methods. Ensures that budgets and schedules meet corporate requirements.
• Collaborate with employees in the establishment of clear and concise development plans to ensure succession planning and the advancement of future leaders within the organization.
• Provide overall direction and guidance to assigned project managers and staff in the design, development, maintenance, and enhancements of business applications and related technologies.
• Direct and control the broad activities of the business unit(s) through the interpretation, application and implementation of company-wide policies and processes appropriate to the functional area(s).
• Review and recommend priorities for new applications, application changes/enhancements, including technology recommendations.
• Interprets and provides recommendations for change of company-wide policies and practices. Establishes policies appropriate for the function.
• Prepare management activity and progress reports on all department systems analysis and programming activities.
• Responsible for managing a functional area on a national level, or multiple functional areas within a company division. Directs and controls the activities of a broad functional area through several lower department managers within the company.
• Ensure all employees within the assigned team(s) understand and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations; establishing and maintaining effective internal systems and controls to promote compliance.
• Provide strategic leadership of short- and long-term goals through the use of thoughtful techniques in the communication of the company's mission and core values as a means to implement positive change and/or create organizational structure within the assigned business unit(s).
• Makes final decision on administrative or operational matters, and ensures operations effective achievement of objectives.
• Strategic leader with broad-based knowledge in individual departments, and strong knowledge of industry practice and business principles. Works on complex issues and abstract issues/situations where analysis of situations or data requires an in-depth knowledge of the company.
• Participates with other senior managers to establish strategic plans and objectives. Develops and coordinates simultaneous strategies/initiatives for direct departments, and contributes to the development of divisional/business unit strategies.
• Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
• Strategic leader with broad-based knowledge in individual departments, and strong knowledge of industry practice and business principles. Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company.
• Provide leadership, guidance and coaching for all direct reports to maintain an engaged and productive workforce; partnering with Human Resources on employee matters.
• Convey highly complex ideas, issues and designs. Facilitate the successful execution of the strategic vision. Lead the development and execution of a comprehensive technical services strategy. Communicate with senior management on project status.
• Broad latitude for decisions within scope of the job. Decisions are usually complex and have an impact on the business beyond the functional area with serious impact on the overall success or failure in the area of accountability. Erroneous decisions will have a serious impact on the overall success of functional, division or company operations.
• Regularly interacts with executives, senior management, and/or major customers. Interactions frequently require special skills such as negotiating or influencing customers and/or senior level leaders in matters of significance to the organization.
• Lead operational efforts through subordinates to complete the administration of business processes and services to ensure the operations effective achievement of goals within the assigned business unit(s)
• Recognized as an influential leader. Interacts with all levels within the organization to manage functional area. Overall responsibility for hiring, coaching and counseling employees, including performance reviews, disciplinary action and terminations.
• Ensure that budgets and schedules are within company requirements with significant organizational responsibility for the overall control of planning, staffing, budgeting, expense priority management, and recommendation and implementation changes of current methods.
• Ensure appropriate documentation and training of business users, and operational control and security of all local and remote users.

ITSM Focus (Key Responsibilities):

• Develop and maintain ITSM metrics and reports to track and measure the effectiveness of ITSM processes and procedures.
• Manage ITSM tools and systems, including service desk, change management, incident management, problem management, and knowledge management systems.
• Design, implement, and manage ITSM processes and procedures based on ITIL standards to ensure consistent and efficient delivery of IT services.
• Lead a team of ITSM professionals and provide direction, coaching and guidance to ensure the team is meeting their goals and objectives.
• Provide training and support to end-users to ensure they understand and use ITSM tools and processes effectively.
• Collaborate with other IT teams and stakeholders to ensure the successful implementation and integration of ITSM processes.
• Develop and implement ITSM strategies and plans that align with the overall IT strategy and business goals.
• Create and publish metrics, including KPIs and OKRs for management on ITSM tools, processes, and adherence.
• Conduct regular reviews and audits of ITSM processes to ensure they are operating effectively and efficiently.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISION:

• May be responsible for the direct supervision of various levels of Enterprise Systems staff.

EDUCATION:

• Bachelor's Degree required; Advanced Degree preferred

EXPERIENCE AND REQUIRED SKILLS:

• Application management and development expertise.
• Excellent oral and written communication skills.
• Strong interpersonal skills with the ability to communicate with all levels of management through diplomacy and tact.
• 10+ years' related experience.
• Proven applications and technical knowledge, including relevant hardware and software systems of a large-scale enterprise systems.
• 5+ years' experience as a Director; or 5+ years' experience in a senior managerial role.
• An ability to negotiate vendor product features, functions, and schedules, on behalf of the company.
• Ability to maintain a high level of confidentiality.
• Strong management skills with the ability to lead cohesive and productive teams.
• Proven leadership, organizational, and planning skills.