Director, IT Service Management

Hubbard Radio

277d • $115,000 - $155,000

About The Position

This position will be responsible for overseeing the delivery of IT services, managing IT products, and leading digital workplace initiatives. As a key member of the IT leadership team, this role will be pivotal in crafting IT strategy and roadmaps, and aligning objectives, results, and products with the enterprise's needs. They will oversee management of the service desk and product specialists, ensuring their team's functions, services, and products align with the requirements and strategies of IT and Hubbard's business units, while driving innovation and enhancing employees' interaction with IT and their overall experience with technology across the organization.

Requirements

• Bachelor's degree in information technology, Computer Science, or a related field.
• 6+ years of progressive responsibility in IT service delivery, product management, or digital workplace roles.
• Strong leadership, team and project management skills.
• Excellent communication and interpersonal skills.
• Ability to think strategically and drive innovation.

Nice To Haves

• Experience with ITIL or other service management frameworks.
• Knowledge of agile methodologies and product management tools.
• Knowledge of change management principles and disciplines.
• Certificates or training in IT service management, project management and/or change management preferred.
• Familiarity with digital workplace platforms and collaboration tools.
• Experience managing a portfolio of digital workplace applications.
• Proven ability to manage rapidly changing business priorities, processes, and technologies.
• Record of being entrusted with and having successfully safeguarded significant private and confidential information.

Responsibilities

• Ensure high performance, availability, and customer satisfaction in IT services, including Service Desk, onboarding, training, enterprise applications, and endpoint procurement/provisioning.
• Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery.
• Manage relationships with key external vendors and service providers.
• Lead the lifecycle, performance, adoption and management of IT products including workplace hardware and software, core applications, SharePoint, onboarding, and email and communication tools.
• Collaborate with cross-functional teams to define product vision, strategy, and roadmap.
• Ensure products meet user needs and business objectives through continuous improvement and innovation.
• Oversee procurement and asset management, ensuring efficient acquisition, deployment, and maintenance of IT assets to support organizational goals.
• Own and manage IT Service management, asset management and remote assistance platforms.
• Utilize organizational change management best practices to drive technology adoption and optimization of digital workplace tools and technologies.
• Foster a culture of digital collaboration, mentoring, and productivity across the organization.
• Partner with the VP of IT, human resources, facilities, and other IT and business leaders to set the strategic direction of the digital workplace and digital employee experience (DEX) improvements.
• Champion the modernization of workforce technology and services to enable new ways of working and digital business transformation.
• Directly manages service employees.
• Works on-site, regular business hours and at other times as needed.
• Travels to other locations.
• Complete other duties as assigned or needed to support the business.

Benefits

• Annual salary range for this position is $115,000 - $155,000.
• The Company will make reasonable accommodations to facilitate the ability to perform essential job functions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree