Director Of IT Service Management

RESPONSIBILITIES #Ll-Hybrid

• Flexible Work Arrangement Available: Monday, Tuesday & Wednesday On-site in Newark, Ohio; two days Remote work available.

• Supervisory Responsibilities: Interview and select candidates for openings, set goals for associates, assign tasks/duties, conduct on-the-job training, develop associates' skills and encourage growth, prepare disciplinary write-ups as appropriate, prepare and conduct performance reviews and make recommendations for salary adjustments, approve timecards for 9 FTEs and other duties associated with managing a staff

• Collaborate with Business Services, Process Engineering and Platform Engineering teams to translate the needs identified by the Portfolio Management teams into standard offerings in the enterprise service catalog

• Improve the usability of the enterprise ITSM framework and service catalog by reducing interaction cost, and increasing the utilization of self-services by users to ultimately reduce the demand on IT staff

• Collaborate with Business Product and Business Services teams to continuously improve service delivery and manage user expectations

• Manage and lead Park National Banks IS Service Desk team to ensure daily delivery targets are achieved and established process & procedures are followed

• Lead the problem management practice that actively seeks out and addresses the common underlying causes of high-volume incidents

• Institute a global knowledge base that includes a catalog of known issues and workarounds. Lead the Root Cause Analysis of incidents with a catalog of recurring themes of failure

• Continually lead the refinement of the CMDB, along with continuous improvements in configurations and workflows in the ITSM platform to increase self-serve capabilities offered by the platform

• Manage escalations and major incidents including the facilitation of technical/customer bridge lines, logistics, communications and coordination of service area assistance

• Lead the NOC and institute procedures and processes to proactively monitor and provide the first line of defense against network and systems disruptions and failures

• Maintain awareness of and adherence to Bank's compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks

• Deliver a consistent, high level of service within our Serving More standards

• Other duties as assigned

COMPETENCIES

• Interpersonal/Customer Service Skills

• Written and Verbal Communication

• Ability to understand and follow directions

• Adaptable to change

• Basic Computer Skills

• Organizational Skills/Detail Oriented

• Analytical Thinking

• Problem/Situation Analysis

• Technical Expertise

• Strategic Planning and Decision Making

• Creativity

• Leadership/Management Skills

• Ability to influence others

• Ability to build collaborative relationships

• Ability to develop or mentor others

• Ability to work as part of a team

EDUCATION - CERTIFICATIONS - WORK EXPERIENCE

• Bachelor's degree in Computer Science or related field required

• Master's degree in Computer Science or related field preferred

• Expert knowledge of ITIL framework and have managed transformation and ongoing operation of Service Management processes

• In-depth knowledge of training and adoption of ITSM self-service paradigms across the organization

• Expert at leading incident management, RCA, and problem management disciplines for the enterprise

• Minimum 10 years' experience leading IT best practices in incident, service desk, and problem management

SCHEDULE

Typical office hours are M-F 8a-5p. This position is exempt and full-time. A minimum 40 hours is required per week.