II-VI UK, Ltd.
Director, IT Service Delivery / Service Management
II-VI UK, Ltd., Phila, Pennsylvania, United States,
Primary Duties & Responsibilities
Responsible for all aspects of Service Management either partnering with other stakeholders and direct reports
Responsible for managing service desk supporting multiple locations
Define and implement a strategy to drive the adoption of service management and operational best practices
Own continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders
Work with business stakeholders and technology partners to define Service Management (Service Catalog, Request management, SLAs, Governance, reporting, Case Management, Knowledge Management, Incident (SLA/SLOs, Major Incident support), Problem (RCAs, Knowledge management), Asset, Change Management (CMDB, Service dependencies, IT comms), etc.
Work with product owners, stakeholders, and the ITSM dev team to prioritize, plan and execute work while balancing technical enhancements, tech debt management, and new feature development
Build robust problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through
Recommend around policies, standards, and framework for ITSM governance, and implement and maintain a process governance structure aligned to global standards
Own ITSM governance for all teams company wide
Design and implement service policies and processes used to establish strong foundational practices while meeting business needs and balancing compliance with risk and cost
Hire, train, develop and appraise IT operations staff effectively.
Responsible for maintaining adherence to software licensing agreements.
Education & Experience
Minimum 15 yr. experience of hands-on technical experience combined with strong management and communication skills.
BS/MS in Computer Science or similar field, related work experience or equivalent experience required.
Demonstrated ability to implement mature ITSM practices in a fast-growing organization
Technical understanding of Infrastructure and application components with a good understanding of cybersecurity
Experience in managing large global technical teams
Demonstrated ability to develop strong alliances with those outside of your immediate organization
Experience in the development and implementation of ITSM solution highly desired.
Skills
Ability to adjust strategies and approaches quickly as conditions dictate.
Possesses a combination of good process, conceptual, business analysis and problem-solving skills.
ITIL and technical certifications a plus
Working Conditions
Onsite work 3 days a week
Safety Requirements
All employees are required to follow the site EHS procedures and Coherent Corp. Corporate EHS standards.
Quality and Environmental Responsibilities
Depending on location, this position may be responsible for the execution and maintenance of the ISO 9000, 9001, 14001 and/or other applicable standards that may apply to the relevant roles and responsibilities within the Quality Management System and Environmental Management System.
Culture Commitment
Ensure adherence to company’s values (ICARE) in all aspects of your position at Coherent Corp.:
I ntegrity – Create an Environment of Trust
C ollaboration – Innovate Through the Sharing of Ideas
A ccountability – Own the Process and the Outcome
R espect – Recognize the Value in Everyone
E nthusiasm – Find a Sense of Purpose in Work
Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you need assistance or an accommodation due to a disability, you may contact us at
talentacquisition@coherent.com
.
#J-18808-Ljbffr
Responsible for all aspects of Service Management either partnering with other stakeholders and direct reports
Responsible for managing service desk supporting multiple locations
Define and implement a strategy to drive the adoption of service management and operational best practices
Own continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders
Work with business stakeholders and technology partners to define Service Management (Service Catalog, Request management, SLAs, Governance, reporting, Case Management, Knowledge Management, Incident (SLA/SLOs, Major Incident support), Problem (RCAs, Knowledge management), Asset, Change Management (CMDB, Service dependencies, IT comms), etc.
Work with product owners, stakeholders, and the ITSM dev team to prioritize, plan and execute work while balancing technical enhancements, tech debt management, and new feature development
Build robust problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through
Recommend around policies, standards, and framework for ITSM governance, and implement and maintain a process governance structure aligned to global standards
Own ITSM governance for all teams company wide
Design and implement service policies and processes used to establish strong foundational practices while meeting business needs and balancing compliance with risk and cost
Hire, train, develop and appraise IT operations staff effectively.
Responsible for maintaining adherence to software licensing agreements.
Education & Experience
Minimum 15 yr. experience of hands-on technical experience combined with strong management and communication skills.
BS/MS in Computer Science or similar field, related work experience or equivalent experience required.
Demonstrated ability to implement mature ITSM practices in a fast-growing organization
Technical understanding of Infrastructure and application components with a good understanding of cybersecurity
Experience in managing large global technical teams
Demonstrated ability to develop strong alliances with those outside of your immediate organization
Experience in the development and implementation of ITSM solution highly desired.
Skills
Ability to adjust strategies and approaches quickly as conditions dictate.
Possesses a combination of good process, conceptual, business analysis and problem-solving skills.
ITIL and technical certifications a plus
Working Conditions
Onsite work 3 days a week
Safety Requirements
All employees are required to follow the site EHS procedures and Coherent Corp. Corporate EHS standards.
Quality and Environmental Responsibilities
Depending on location, this position may be responsible for the execution and maintenance of the ISO 9000, 9001, 14001 and/or other applicable standards that may apply to the relevant roles and responsibilities within the Quality Management System and Environmental Management System.
Culture Commitment
Ensure adherence to company’s values (ICARE) in all aspects of your position at Coherent Corp.:
I ntegrity – Create an Environment of Trust
C ollaboration – Innovate Through the Sharing of Ideas
A ccountability – Own the Process and the Outcome
R espect – Recognize the Value in Everyone
E nthusiasm – Find a Sense of Purpose in Work
Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you need assistance or an accommodation due to a disability, you may contact us at
talentacquisition@coherent.com
.
#J-18808-Ljbffr