Director, IT Systems & Support Management

The MRO Director, IT Systems and Support Management focuses on (3) core areas within the MRO Enterprise, driving towards healthy system performance, executing incident management including root cause analysis and resolution, and running an effective command center.

The MRO IT Systems and Support Management leader works across teams and leadership to drive continued health of system performance. Partnering across 20+ Scrum Teams to drive improvement based on root cause analysis, data and monitoring techniques; ensuring the right team takes the right action.

This leader continuously improves our incident management processes and procedures. Running an effective command center is critical; rallying the right people at the right time to address incidents and ensuring after each incident the owing team takes accountability for preventive measures. Effective communication with our internal customers and external clients is a key competency of this team and leadership!

We are looking for an enthusiastic leader ready to bring a proactive approach to how we serve the organization and our clients!

ESSENTIAL TASKS AND RESPONSIBILITIES:

• Manages staffing strategy to ensure team(s) have talent needed and teams are long-lived and high performing.
• Drive towards healthy system performance and accountability across 20+ Scrum Teams.
• Leads the Enterprise Incident Management processes team responding to prioritized incidents, identifying cause and driving resolution through owning Product Team.
• Key communicator to the organization during incidents and about system performance; ensuring SLA adherence.
• Representing face of Technology for internal customers and external clients; providing top response and communication through all stages of excellence.
• Brings a data driven approach to driving team(s) toward higher system performance.
• Leader in defining and advancing Service Excellence within the organization to drive greater predictability, accountability, and service.
• Implements and execute Service Excellence strategies with multiple areas of the organization.
• Drives Service Excellence expectations and feedback loops within the organization for continual proactive improvement.
• Demonstrated ability to identify operating model efficiencies using data, influencing multiple departments to drive towards more effective and efficient delivery.
• Support the team in optimizing their process; keeping team events purposeful and effective.
• Through analytics, establishes and oversees the development, retaining and transitioning standards, ensuring adherence across team(s).
• Proactive Financial acumen for labor and technology needs.
• Focuses on providing thought leadership on complex and broad initiatives, which require understanding of wider business.
• Proficient in applying Agile theory in the professional field and putting it into practice across the organization; continuing to improve method efficiencies.
• Enables, cultivates, and infuses the organizational culture model across one or more departments.

SKILLS:

• Bachelors degree in Information Technology, Engineering or related field
• 10+ years working in IT Service Management or similar role
• Strong technology problem solving skills
• Strong knowledge of IT Service Management Software
• Strong knowledge of both On-Prem and Cloud data center core technologies
• Track record for building and leading and Incident Management organization.
• Track record for leading commend center activities and creating improvements in processes, communication and staffing.
• Excellent communication skills, managerial skills, and a proven track record for driving system improvement.