Senior Director, IT Service Management #36198

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Portland, OR, United States

Phone: 503.299.6811
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Senior Director, IT Service Management #36198


Portland, OR 

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Senior Director, IT Service Management    #36198

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Senior Director, IT Service Management                                                 
As a member of the senior IT leadership team and reporting to the CIO, the Sr. Director, IT Service Management will serve as the steward for defining the IT service experience and delivering great service to all customers of IT, both internal and external, including teachers, center leaders, and field leadership team.  This position will serve as the key business partner to the field operations organization, ensuring the IT service management organization and other delivery functions are driving service values throughout each service interaction and being an ambassador for delivering great service.

This position will have overall accountability for defining and designing the overall vision for IT Service Management including standards, principles and functions that will be leveraged across IT such as Incident Management, Service Request Management, Service Catalog, Major Incident Management, Change Management, Service Desk & Site Support, VIP/Executive Support, and Problem Management.  In addition, this leader will be responsible for defining the proper measurements for customer & service satisfaction, setting baselines and targets for those measurements and holding the cross-functional IT teams accountable for those targets.

The Sr. Director, IT Service Management will serve as the executive IT business partner to field operations organization; consistently and constantly ensuring the “voice” of the field is understood and aligned to how IT is operating both strategically and day-to-day.  This position will be the direct business partner to the field operations organization and will serve as the key point of contact for their strategic and tactical needs; driving day-to-day escalations and ensuring the technology running in centers is running effectively and efficiently as well as driving strategic priorities and projects across all IT functions.

Senior Director, IT Service Management Responsibilities 
Develops and evolve the departmental strategic and tactical plan for service management within IT.
Establishes a service-first and customer-centric culture across Service Management and IT that puts the customers’ needs first and relentlessly drives a great service experience.
Ensures that services are provided in a timely, accurate, effective, and cost-efficient manner to provide outstanding service to user groups.
Define, measure and maintain the proper metrics and service level agreements to both ensure efficiency of operations and delivery of high quality service experiences to end users and customers.
Serves as the key steward and leader for ITIL across IT; own and drive process improvements across the incident, request, service catalog, problem and change process groups.
Establishes and maintain a strategic relationship with field operations leaders, acting as a thought leader and steward for our service values and ensuring centers’ IT needs are met and delivered with a high quality service experience.
Prepares and recommends effective department budgets to cover the projected costs of staffing, equipment and supplies needed to maintain effective operations.
Establishes a system of maintaining inventory of key IT end-user technology assets including client workstations, peripherals and other devices that ensure a cost-effective supply that will not jeopardize operations.
Owns and drives the IT Major Incident Management process across IT and the business overall to ensure proper management and measurement of SLA’s and root-cause-analysis for all major incidents.
Creates standards and ensures that area of responsibility provides the appropriate level of service to other departments so that they are using standard equipment and supported at level that help them drive their business.
Communicates management and other departments on all relevant IT projects and initiatives to notify them of needed resources, schedules, impact of issues and escalations.
Effectively manages relationships with information systems vendors, service providers, consultants and others to build long-term, successful, and cost-effective partnerships.

Senior Director, IT Service Management Qualifications
The successful candidate for this position will have the following experiences and expertise:
10-15 years of IT and business/industry work experience including managing IT service desks, call centers and distributed technical support teams, with 5 to 7 years of leadership experience in managing multiple, large cross-functional teams or projects, and influencing senior level management and key stakeholders.
Demonstrated bias for customer-centric/customer-focused thinking; actively serves as a steward for customers’ needs when designing and implementing technology solutions.
Experience rolling out and managing an enterprise IT Service Management platform such as Remedy, Service Now, or others is a must.
Direct experience with managing both service-focused and technical support resources who can troubleshoot, install and manage the client operating environment across multiple hardware devices (PC’s, Peripherals, Mobile Devices, etc.) and software applications including productivity tools (MS Office), Anti-Virus, etc.
Demonstrated experience in a leadership role with responsibilities related to outsourced IT Services, preferably to multiple IT Service Providers.
Excellent verbal and written communication skills in both technical and non-technical language in order to persuade and influence decision making of individuals, groups, or work teams, and to explain difficult issues.
Ability to connect the people, processes, and technologies required to deliver business solutions.
Ability to collaborate with third party IT teams working at off-shore locations.
Ability to influence decisions with credibility across business functions or technologies with analysis and facts.
Strong leadership, project, and team building skills – ability to lead teams and drive projects and initiatives by working effectively with others with a demonstrated ability to work cross-departmentally.
Proven ability to extract, analyze, and document complex business and technical requirements/strategies from business units, customers, and IT team members.
Demonstrate in-depth knowledge of IT and assigned departments/business areas to identify and communicate how IT solutions can support the achievement of short- and long-term business goals.
Bachelors degree in Information Technology, Business, or a related field. MBA in Technology, or other related Master’s degree a plus.

Locally founded, women-owned, and nationally certified with WBENC, VanderHouwen is a premier staffing provider of technology, engineering, finance and accounting professionals. Our unique family-owned company offers individualized staffing services and solutions to our clients and candidates, creating value for everyone. Our President’s work ethic not only serves as the foundation of our company, but drives the commitment to individual attention which infuses our culture. VanderHouwen values building meaningful, professional relationships with each client as well as developing in-depth knowledge of their staffing needs and workplaces. We offer our eligible employees competitive benefits including medical, dental, vision, long/short term care, 401k, and life insurance.