Senior Director, Service Center

Department Information Technology

Exempt, Regular, Full Time, Pay Grade 4.5

Location: Adelphi, MD (Hybrid)

The Senior Director, Service Center is responsible for working with executive leadership at all levels to define, promote, and support business vision, strategy, objectives, and success for End User technologies. Organizationally, this role will work closely with senior and executive leadership, IT Infrastructure and Operations, and Information Security to drive end user technologies and operations. This individual will lead several teams to include Tier 1&2 Support, Knowledge Management, Product Ownership. This role will drive support service for with a drive for efficiencies and automation. The Senior Director will be responsible for delivering all support service levels and provide recommendations on how to improve support services. The Senior Director is responsible for working with and managing our vendors and striving to find strategic partnerships.

Duties and Responsibilities:

Leadership and Planning:

• Ensure team managers are meeting and exceeding expectations in regard to performance and meeting defined metrics/benchmarks.
• Ensure teams are meeting deliverables and schedules.
• Oversee the development, implementation, and administration of Service Center training, procedures, and policies.
• Assist team managers in planning and developing training plans for staff.
• Provide guidance to managers on performance appraisals of staff, administer disciplinary actions.

Service Center Management:

• Serve as a key communicator between IT and business stakeholders, effectively relaying change management initiatives, priorities, and relevant updates.
• Ensure service center leadership adheres to all SOPs.
• Support other IT teams by providing updates and status to activities dependent on the service center.
• Drives technical and process changes for continuous improvements.
• Develop business case justifications and cost/benefit analyses for service center spending and initiatives.
• Stay abreast of the latest trends, tools, and best practices, ensuring the organization is always at the forefront of technology.

Coordinate with other IT teams, such as the Product teams or Network Support, to ensure seamless integration of services and efficient incident resolution.

Serve as key escalation point for all end user support services.

Support continuous improvement in the operation and functioning of the system, as well as the system support process quality of the operations.

Strategy and Service Performance:

• Understand and interpret business vision, strategy, objectives, and success factors.
• Strategic advisor to the CIO, IT Infrastructure & Operations, and Information Security leaders.
• Participate in strategic planning, policy development, and decision-making.
• Cultivate business and customer success through service performance visibility.
• Build strong partnerships with key leaders to learn what is working and what is not.
• Work with senior leadership to recommend, define, update service level agreements and technology standards.
• Identify, evaluate, and summarize new technologies and support opportunities with senior leadership.
• Summarize and monitor missed service level cause and mitigation information for executives.
• Research, analyze, and recommend new potential markets, solutions, and systems.
• Assist department managers with assessing and reporting on budget and return on investment.
• Advocate for a continuous service improvement culture.

Operational Management:

• Direct managers on identifying opportunities, improving, and monitoring service performance.
• Identify and manage expectations regarding missed objectives & key results, service levels, causes, and mitigation efforts.
• Oversee the data collection and publishing of reports/dashboards to improve service visibility.
• Promote operational success through data-driven decision-making.
• Lead special projects and initiatives with skillful oversight and support.
• Ensure senior leaders are involved in key decision-making and have all necessary information.
• Pinpoint and support the development of solutions to address core issues within business processes.
• Foster an environment where employees feel encouraged to voice ideas/potential solutions.
• Support teams in resolving conflicting priorities, work capacity, major incidents, and other issues.
• Act on behalf of IT Operations and Information Security leadership to answer inquiries.
• Prepare and present professional reports to leadership and staff.

Employee Supervision:

• Leads and manages a team in the effective, confidential, and timely collection of internal and customer-related service, product, and staff performance data.
• Identifies key attributes and technical skills needed to recruit and/or promote qualified individuals.
• Coaches employees and sets specific, measurable goals to assist with the employee's personal growth and professional development.
• Manages teamwork capacity, reviews employee leave requests for approval, completes annual performance evaluations, and other administrative supervisory responsibilities.
• Promotes a collaborative work environment focused on departmental service success and problem/risk identification and mitigation.

Competencies:

Skills:

• Understanding of the organization's services and core software applications and systems.
• Understanding of the organization's goals and objectives.
• Very strong business, system, and data analytical skills.
• Strong operations and service level management expertise.
• Confidence in presenting to and conversing with senior leaders and public-speaking experience.
• Strong adherence to and skill in soliciting necessary information within deadlines.
• Trusted by senior leadership to handle sensitive and/or confidential information.
• Excellent written communication skills, presents data in an organized manner.

Education & Experience Requirements:

Experience:

• 12+ years of experience in end user computing and operational support models.
• 5+ years of experience in IT management.
• Experience with the design, implementation, and collection of departmental service levels, targets, and missed agreement causes and mitigations.
• Experience with programs, high-impact/large projects, and/or cross-team management.

Certifications:

• Certification and/or ability to obtain ITIL-4.

Preferred Experience Requirements:

Education:

• Bachelor's Degree