NYC Staffing
Director Of It Service Management Operations
Join Mizuho in IT Service Management Operations! We are seeking a highly experienced and dynamic Director of IT Service Management Operations to join Mizuho Americas. The successful candidate will be responsible for leading a team to execute the day-to-day operations and governance of Incident Management, Change Management, Problem Management, and Release Management. Partner with IT teams and stakeholders to develop a feedback loop for continuous process improvement and automation opportunities. This role is critical in ensuring the stability, reliability, and continuous improvement of our IT services. Key Responsibilities: Lead and manage the IT Service Management Operations team, providing guidance, mentorship, and support. Oversee and govern the processes for Normal and Major Incident Management, ensuring timely resolution and minimizing impact on business operations. Manage Change Management processes to ensure controlled and efficient implementation of changes with minimal disruption. Partner with technology team leads to ensure each area is represented in the CAB. Develop and implement Problem Management strategies to identify root causes and prevent recurrence of incidents. Coordinate Release Management Governance activities to ensure smooth and successful deployments of new software and updates. Utilize ITIL framework principles to streamline processes, enhance service delivery, and drive continuous improvement. Develop a feedback forum for intake to properly review, prioritize, and implement process improvement capabilities. Collaborate with cross-functional teams to align IT services with business objectives and requirements. Monitor and report on key performance indicators (KPIs) to assess the effectiveness of IT service management processes. Identify opportunities for automation and process optimization to improve efficiency and reduce operational costs. Ensure compliance with regulatory requirements and industry best practices. Develop and manage the roadmap for ServiceNow Incident, Problem, Change, and Release modules. Lead the implementation and optimization of ServiceNow modules to improve service management capabilities. Qualifications: Bachelor's degree in information technology, Computer Science, or a related field. Minimum of 15 years of experience in IT Service Management in a leadership capacity. Extensive knowledge and hands-on experience with the ITIL framework. Proven track record of leading and managing high-performing teams. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work effectively under pressure and manage multiple priorities. Certifications in ITIL, PMP, or other relevant areas are highly desirable. Experience with ServiceNow, including the development and management of roadmaps for Incident, Problem, Change, and Release modules. The expected base salary ranges from $160k-$220k. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications and licenses obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, successful candidates are eligible to receive a discretionary bonus. Equal Opportunity Employer
Join Mizuho in IT Service Management Operations! We are seeking a highly experienced and dynamic Director of IT Service Management Operations to join Mizuho Americas. The successful candidate will be responsible for leading a team to execute the day-to-day operations and governance of Incident Management, Change Management, Problem Management, and Release Management. Partner with IT teams and stakeholders to develop a feedback loop for continuous process improvement and automation opportunities. This role is critical in ensuring the stability, reliability, and continuous improvement of our IT services. Key Responsibilities: Lead and manage the IT Service Management Operations team, providing guidance, mentorship, and support. Oversee and govern the processes for Normal and Major Incident Management, ensuring timely resolution and minimizing impact on business operations. Manage Change Management processes to ensure controlled and efficient implementation of changes with minimal disruption. Partner with technology team leads to ensure each area is represented in the CAB. Develop and implement Problem Management strategies to identify root causes and prevent recurrence of incidents. Coordinate Release Management Governance activities to ensure smooth and successful deployments of new software and updates. Utilize ITIL framework principles to streamline processes, enhance service delivery, and drive continuous improvement. Develop a feedback forum for intake to properly review, prioritize, and implement process improvement capabilities. Collaborate with cross-functional teams to align IT services with business objectives and requirements. Monitor and report on key performance indicators (KPIs) to assess the effectiveness of IT service management processes. Identify opportunities for automation and process optimization to improve efficiency and reduce operational costs. Ensure compliance with regulatory requirements and industry best practices. Develop and manage the roadmap for ServiceNow Incident, Problem, Change, and Release modules. Lead the implementation and optimization of ServiceNow modules to improve service management capabilities. Qualifications: Bachelor's degree in information technology, Computer Science, or a related field. Minimum of 15 years of experience in IT Service Management in a leadership capacity. Extensive knowledge and hands-on experience with the ITIL framework. Proven track record of leading and managing high-performing teams. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work effectively under pressure and manage multiple priorities. Certifications in ITIL, PMP, or other relevant areas are highly desirable. Experience with ServiceNow, including the development and management of roadmaps for Incident, Problem, Change, and Release modules. The expected base salary ranges from $160k-$220k. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications and licenses obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, successful candidates are eligible to receive a discretionary bonus. Equal Opportunity Employer