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Director, Service Management and Tools
Dow Jones
Princeton, NJ, United States
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Summary:
The Head of for Service Management and Tools will report to the Vice President of Infrastructure and Operations. The position is part of the management structure of Shared Technology Services (STS). STS supports different business units within Dow Jones, which includes Consumer, Commerce, Professional Information Business and Enterprise. The role spans support beyond Dow Jones for other Business Units that are supported by STS.
This position will be responsible leading and managing the Service Management Process and the ITSM / Monitoring Tools teams.
Candidate is responsible for driving the following initiatives
• Define and implement a strategy to make service management and operations relevant in a Dev Ops / Cloud environment
• Ensure our Change and Deployment process enable agility in the cloud
• CMDB evolution (Cloud / Discovery / Application Tiering)
• Implementation and adoption of Self Service
• Continuous Service Delivery Optimization and Improvement
• Insourcing of Operations Support
• Developing a global Tools Center of Excellence
• Develop and implement a strategy and roadmap for monitoring and logging tools
In-depth knowledge of ITIL processes, BMC tools (Remedy on Demand, My IT, ADDM, Truesight), Monitoring / Alerting / Logging tools (Splunk, New Relic, Nagios, Cacti, Cloud Health) and Cloud Knowledge (AWS / GCP) is preferred.
Key responsibilities include:
• Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting
• Define roles and responsibilities for the Tools organization
• Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
• Accountable for building, publishing and the utilization of the service catalog.
• Develop and drive implementation of the service management, Tools and Monitoring / Logging strategy and associated business processes across the IT organization.
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
• Develop performance measures and consistently report metrics to Technology Leadership team
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
• Provide direction and goal-setting on strategy and operations
• Provide tactical and strategic recommendations based on ITSM KPIs
• Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization
• Establish and run Steering Group Reviews with the BU stakeholders
• Interface with other teams (Development, Delivery) to ensure joined up and coordinated strategy to meet service management goals and objectives
• Mentor service and process managers
• Manage departmental budgets and forecast appropriately
Skills:
• Bachelor’s degree in Computer Science or related field or equivalent work experience
• 10+ years of relevant technical and managerial experience
• Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes
• Demonstrated experience in leading process improvement and organization change initiatives
• Proven expertise and overall responsibility in customer service and contact center services, performance and new generation capabilities
• Excellent presentation, time management, and partnering skills
• Technical competence (understand service offerings, etc.)
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative and work well in a team environment
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal direction
Company Overview
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets
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