IT Service Management Director

11 - 15 years experience  •  IT Consulting/Services

Salary depends on experience
Posted on 08/08/17
Provo, UT
11 - 15 years experience
IT Consulting/Services
Salary depends on experience
Posted on 08/08/17

This position can be home office based anywhere in the U.S. with access to an international airport.

Following a recent merger, Micro Focus has embarked on an ambitious transformation program tostandardize processes and systems across the organization. In support of this we are implementing a new best-of-breed enterprise architecture predominantly delivered by outsourced service providers and SaaS vendors. At this stage we are looking for a customer focused and results driven individual with a successful track record of managing complex outsourced services to establish and manage working relationships with our key suppliers.

The successful candidate will be required to work with the business stakeholders and thevendors to create, manage and maintain suitable governance frameworks.  As well as defining and maintaining service levels and controlling costs for the baseline services, he or she will have a critical role in managing and prioritizing the business demand for change, and in ensuring that change projects are effectively delivered within agreed budgets and timescales.

The IT Service Management Director will be accountable to VP IT Operations and the business Executive Committee.

The successful candidate will be required to work with the business stakeholders and thevendors to create, manage and maintain suitable governance frameworks.  As well as defining and maintaining service levels and controlling costs for the baseline services, he or she will have a critical role in managing and prioritizing the business demand for change, and in ensuring that change projects are effectively delivered within agreed budgets and timescales.

The IT Service Management Director will be accountable to VP IT Operations and the business Executive Committee.

Responsibilities:

  • Establish, implement and maintain a clear governance and communication structures for outsource relationships that clearly defines roles, responsibilities and accountability between Micro Focus and its service providers and partners.
  • Quickly build trusted relationships with the internal technical and procurement teams and other key stakeholders
  • Liaise with internal departments as a point of expertise/escalation in respect of theOutsourced Service Providers
  • Work with the business and IT management to identify requirements for change, and toagree priorities and budgets
  • Supervise and support the delivery of change requests and projects via the ITSA and SaaS Vendor Contracts
  • Drive service improvements and cost efficiencies with key vendors and service providers ensuring a mutually beneficial customer/supplier relationship
  • Regularly review SLAs with the service providers to ensure that they are up to date and relevant in order to meet business and regulatory needs
  • Monitor KPIs and the quality of service delivered, and work with the service providers toensure that KPIs and quality standards are maintained
  • Negotiate and control all payments to service providers
  • Report progress up to ExCo level through agreed reporting mechanisms

Qualification, Skills & Experience:

  • Overall – Degree qualified with 10 plus years of experience in IT Service Management and specifically outsourced, vendor management across multiple service providers with complex relationships
  • Strong experience of dealing with operational outsourced service providers with onshore/offshore delivery models
  • A sound understanding of ITIL Service Management operating in a global organization operating with multiple service providers with diverse delivery models
  • Experience required in the selection and successful management of on-going relationships with multiple service providers (technology and services – including non-US based offshore service providers)
  • Financially astute with experience of the different pricing models in use for IT service provision
  • Ability to design and lead an effective service management organization operating with a predominantly outsource model
  • Ability to contribute to the organizational strategic thinking beyond areas of responsibility
  • Proven history of delivering agreed business outputs within the specified constraints of time, cost and quality in in multiple locations/countries
  • Proven leadership skills in a geographically dispersed global organization
  • Influencing, negotiation and consensus building skills with customers, vendors, technical staff and other stakeholders
  • Actively seeks opportunities to improve efficiency, reduce costs and add value
  • An understanding and appreciation of the challenges of working globally with a respect and understanding of the diversity of our people and cultures.
  • Experience with IT compliance, risk and SOX requirements.
  • Be willing and able to work in an environment where change is the norm.

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