Director of IT Service Management

Job Summary

A company is looking for a Director of IT Service Management.

Key Responsibilities

• Lead the Incident Management team to coordinate resolution of high-impact IT incidents within SLA/SLO targets
• Oversee root cause analysis and ensure implementation of long-term corrective actions
• Drive continual service improvement by identifying performance gaps and recommending enhancements

Required Qualifications

• 7+ years of experience in IT Service Management with a leadership role
• Strong understanding of ITSM frameworks and tools, specifically ServiceNow
• Proven experience managing high-severity incidents and leading RCA processes
• Bachelor's degree in Computer Science, Information Systems, or a related field (preferred)
• ITIL certification (preferred)