Xtensys
Senior Director, IT Service Management (ITSM)
Xtensys, Northeast Ithaca, New York, United States
Senior Director, IT Service Management (ITSM)
We are Xtensys, a managed service provider for health systems, starting in NY and expanding beyond. We are seeking an experienced Senior Director, IT Service Management (ITSM) to join our team of 500 and support our exciting journey. We value people and are building a culture to match.
Job Summary This role seeks a highly experienced and results‑oriented Senior Director, IT Service Management (ITSM). The Senior Director will lead the strategy, implementation, and optimization of IT service management processes, ensuring high‑quality service delivery across the organization. This strategic leadership role shapes the future of IT services, drives continuous improvement, and aligns IT with overall business objectives. The Senior Director champions a culture of excellence in service delivery and fosters a proactive approach to ITSM, ensuring that IT services meet the evolving needs of stakeholders and contribute directly to business success.
Key Responsibilities
ITSM Strategy & Vision: Develop and execute a comprehensive ITSM strategy, aligning with business objectives and incorporating industry best practices (e.g., ITIL).
Service Delivery Excellence: Oversee the design, implementation, and continuous improvement of IT services, including incident management, problem management, change management, request fulfillment, and knowledge management.
Team Leadership & Development: Lead and mentor a team of IT service management professionals, fostering a culture of high performance, collaboration, and continuous learning.
Process Optimization & Automation: Identify and implement opportunities for process automation and optimization to improve efficiency, reduce manual effort, and enhance the overall service experience.
Stakeholder Engagement & Communication: Partner with business leaders and other IT teams to understand their needs, manage expectations, and ensure IT services are delivered effectively.
Performance Management & Reporting: Establish and track key performance indicators (KPIs) and service level agreements (SLAs) to monitor performance, identify areas for improvement, and report on service quality.
Vendor & Partner Management: Collaborate with vendors and external partners to manage relationships, ensure adherence to agreements, and drive innovation in service delivery.
Risk Management: Identify and mitigate risks associated with IT service delivery, ensuring business continuity and data security.
Innovation & Future‑Proofing: Stay informed of emerging ITSM trends and technologies, evaluating and recommending new solutions to enhance service capabilities.
Qualifications and Experience
Epic experience preferred.
10‑15 years of progressive experience in IT leadership and service management, including significant experience in a senior leadership role overseeing a large IT organization.
ITSM Expertise: Proven experience in designing, implementing, and optimizing ITSM processes and frameworks (e.g., ITIL). ITIL certification (Expert or v4 Managing Professional preferred) is highly desirable.
Leadership & Management: Strong leadership skills, including the ability to inspire and motivate a diverse team, manage projects effectively, and drive organizational change.
Technical Skills: Expertise in IT service management tools (e.g., ServiceNow, Zendesk), knowledge base systems, and automation platforms.
Communication & Interpersonal Skills: Excellent communication, presentation, and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
Problem‑Solving & Analytical Skills: Strong analytical and problem‑solving abilities, with a focus on data‑driven decision‑making and continuous improvement.
Industry Knowledge: Familiarity with industry trends, emerging technologies, and best practices in ITSM.
Business Acumen: Ability to understand business needs and translate them into IT service solutions.
Education / Certifications
Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred.
Travel Requirements
Up to 25%
Physical Requirements
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally.
Why Join Us
You can help shape the future of healthcare managed services delivery.
You can work alongside dynamic leaders and a passionate, mission‑driven team.
You can take ownership of building scalable project management practices from the ground up.
You’re able to enjoy a flexible, high‑impact role with major opportunities for growth.
You’ll receive a competitive salary, bonus plan, benefits, and career development pathways.
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Job Summary This role seeks a highly experienced and results‑oriented Senior Director, IT Service Management (ITSM). The Senior Director will lead the strategy, implementation, and optimization of IT service management processes, ensuring high‑quality service delivery across the organization. This strategic leadership role shapes the future of IT services, drives continuous improvement, and aligns IT with overall business objectives. The Senior Director champions a culture of excellence in service delivery and fosters a proactive approach to ITSM, ensuring that IT services meet the evolving needs of stakeholders and contribute directly to business success.
Key Responsibilities
ITSM Strategy & Vision: Develop and execute a comprehensive ITSM strategy, aligning with business objectives and incorporating industry best practices (e.g., ITIL).
Service Delivery Excellence: Oversee the design, implementation, and continuous improvement of IT services, including incident management, problem management, change management, request fulfillment, and knowledge management.
Team Leadership & Development: Lead and mentor a team of IT service management professionals, fostering a culture of high performance, collaboration, and continuous learning.
Process Optimization & Automation: Identify and implement opportunities for process automation and optimization to improve efficiency, reduce manual effort, and enhance the overall service experience.
Stakeholder Engagement & Communication: Partner with business leaders and other IT teams to understand their needs, manage expectations, and ensure IT services are delivered effectively.
Performance Management & Reporting: Establish and track key performance indicators (KPIs) and service level agreements (SLAs) to monitor performance, identify areas for improvement, and report on service quality.
Vendor & Partner Management: Collaborate with vendors and external partners to manage relationships, ensure adherence to agreements, and drive innovation in service delivery.
Risk Management: Identify and mitigate risks associated with IT service delivery, ensuring business continuity and data security.
Innovation & Future‑Proofing: Stay informed of emerging ITSM trends and technologies, evaluating and recommending new solutions to enhance service capabilities.
Qualifications and Experience
Epic experience preferred.
10‑15 years of progressive experience in IT leadership and service management, including significant experience in a senior leadership role overseeing a large IT organization.
ITSM Expertise: Proven experience in designing, implementing, and optimizing ITSM processes and frameworks (e.g., ITIL). ITIL certification (Expert or v4 Managing Professional preferred) is highly desirable.
Leadership & Management: Strong leadership skills, including the ability to inspire and motivate a diverse team, manage projects effectively, and drive organizational change.
Technical Skills: Expertise in IT service management tools (e.g., ServiceNow, Zendesk), knowledge base systems, and automation platforms.
Communication & Interpersonal Skills: Excellent communication, presentation, and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
Problem‑Solving & Analytical Skills: Strong analytical and problem‑solving abilities, with a focus on data‑driven decision‑making and continuous improvement.
Industry Knowledge: Familiarity with industry trends, emerging technologies, and best practices in ITSM.
Business Acumen: Ability to understand business needs and translate them into IT service solutions.
Education / Certifications
Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred.
Travel Requirements
Up to 25%
Physical Requirements
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally.
Why Join Us
You can help shape the future of healthcare managed services delivery.
You can work alongside dynamic leaders and a passionate, mission‑driven team.
You can take ownership of building scalable project management practices from the ground up.
You’re able to enjoy a flexible, high‑impact role with major opportunities for growth.
You’ll receive a competitive salary, bonus plan, benefits, and career development pathways.
#J-18808-Ljbffr