Director, IT Service Management at Rose Avenue Group

Vendor Management

• Develop and implement strategies for managing IT service providers, vendors, and third-party suppliers to ensure service excellence and adherence to SLAs.
• Lead vendor selection processes, negotiate contracts, and ensure the performance of service providers aligns with organizational goals.
• Manage relationships with external vendors to ensure timely delivery, issue resolution, and the fulfillment of service-level expectations.
• Monitor vendor performance, assess risk, and ensure compliance with contractual obligations.
• Collaborate with procurement, legal, and finance teams to manage vendor contracts, renewals, and performance audits.
• Address vendor-related issues, escalations, and disputes, ensuring they are resolved promptly and effectively.

Asset Management

• Oversee the lifecycle of IT assets, including hardware, software, licenses, and infrastructure, from procurement to disposal.
• Establish and enforce policies for asset tracking, inventory management, and optimization.
• Implement best practices for asset utilization, ensuring assets are effectively managed and aligned with operational and business needs.
• Lead efforts to track and manage software licenses, ensuring compliance with vendor agreements and audits.
• Work with IT operations, security, and finance teams to ensure accurate and up-to-date records for all assets.

Network Operations Center (NOC) Management

• Lead the operation of the Network Operations Center (NOC), ensuring effective monitoring, management, and resolution of network, infrastructure, and application issues.
• Ensure 24/7 NOC coverage, including incident detection, escalation, and resolution in line with defined SLAs.
• Collaborate with NOC engineers to maintain high levels of availability, performance, and security across networks, systems, and services.
• Implement automation tools and frameworks for proactive monitoring and incident response.
• Drive continuous improvement in NOC processes to optimize performance, reduce downtime, and increase operational efficiency.

Service Management

• Oversee the implementation and continuous improvement of ITSM processes (e.g., Incident, Change, Problem, and Service Request Management) to ensure alignment with industry best practices such as ITIL.
• Ensure seamless coordination between Service Desk, NOC, and other operational teams to address service incidents and requests in a timely manner.
• Manage the end-to-end lifecycle of IT service requests, from intake to resolution, ensuring customer satisfaction.
• Collaborate with business and IT teams to define and refine SLAs, service catalogs, and operational performance metrics.
• Develop and track KPIs to monitor the effectiveness and efficiency of service management processes, making data-driven recommendations for improvements.

ITIL and Process Governance

• Ensure ITSM processes adhere to ITIL best practices, continuously evaluating and improving process performance across all areas of service delivery.
• Define and enforce process governance to ensure standardized, repeatable, and measurable operations.
• Lead process design and re-engineering efforts to optimize workflows, reduce manual effort, and enhance service delivery outcomes.
• Conduct regular audits of ITSM processes to ensure compliance with internal policies and external regulatory requirements.

Team Leadership & Development

• Lead a cross-functional team responsible for vendor management, asset management, NOC, and service management operations.
• Provide leadership, coaching, and mentorship to direct reports, fostering a high-performance team culture.
• Establish performance objectives and conduct performance reviews, identifying growth and development opportunities for team members.
• Foster a culture of collaboration, continuous improvement, and proactive problem-solving within the IT service management function.

Strategic Planning & Reporting

• - Develop and execute strategic initiatives related to ITSM, asset management, NOC operations, and vendor management, ensuring alignment with business and IT goals.
• - Provide regular reporting to senior leadership on service performance, vendor performance, incident trends, and asset management status.
• - Identify opportunities to optimize costs, improve service delivery, and align IT operations with evolving business requirements.
• - Ensure the development and management of budgets for IT service management, NOC, and asset management functions, ensuring effective allocation of resources.

Other Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. Advanced degree or certifications (e.g., ITIL Expert, PMP) are a plus.
• Minimum of 10 years of experience in IT service management, with at least 5 years in a leadership or director-level role.
• Proven experience in managing IT vendors, service delivery, and vendor contract negotiation.
• Strong knowledge of ITIL frameworks, service management processes, and NOC operations.
• Expertise in asset management processes, including hardware, software, and license management.
• Experience with leading and optimizing 24/7 operational teams in fast-paced environments.
• In-depth understanding of IT infrastructure, networks, cloud services, and IT monitoring tools.
• Strong leadership, project management, and communication skills, with the ability to manage cross-functional teams and engage with senior stakeholders.
• Proficient with service management tools (e.g., ServiceNow, BMC Remedy, Cherwell) and asset management platforms.
• ITIL Expert or ITIL v4 Managing Professional certification.
• Experience managing large, complex IT environments with multiple vendors and service providers.
• Strong understanding of IT procurement, contract management, and vendor governance.
• Familiarity with IT asset management tools (e.g., Ivanti, ManageEngine, Lansweeper).
• Experience with network monitoring and management platforms.
• Strong analytical and problem-solving skills, with the ability to identify trends and drive proactive solutions.