Director, Global IT Operations

Reyes Holdings; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

Paid Time Off

Retirement benefits

Health screenings

Job summary

Reyes Holdings, L.L.C. seeks a seasoned IT Service Management executive to define and drive the global IT client services and operations roadmap.

You will lead ITIL-based processes, oversee incidents, changes, problems, configurations, and knowledge management while mentoring managers and teams. You will partner with managed service providers, ensure SLA compliance, and foster continuous improvement across a multi-site enterprise.

Qualifications

• Bachelor's degree in technology with 10+ years of related experience and 6+ years of leadership experience
• Experience in IT operations, security, technical support, engineering, and/or management
• Working knowledge of ITIL Framework and ITSM with demonstrated results implementing ITSM best practices.

Responsibilities

• Establish vision, strategy, and roadmap for Global IT Client services and Global IT Operations
• Develop and manage processes for ITSM functions (Incident, Change, Problem, Configuration, Knowledge, Request)
• Provide training, coaching, and mentoring to managers and employees
• Implement and maintain ITIL-aligned policies and transition services to managed providers
• Enforce ITSM processes to ensure timely response and SLA delivery
• Manage and collaborate with MSPs to ensure effective support per contract terms
• Occasional travel up to 10%
• Other projects or duties as assigned

Skills

IT Service Management

ITIL framework

Leadership & coaching

Incident/Change/Problem management

MS Office / BI reporting

Vendor/ MSP management

Education

Bachelor's degree in technology (CS/IT/Eng)

GED with extensive IT leadership experience

Job description

Position Responsibilities:

• Establish an overarching vision, strategy, and roadmap for Global IT Client services and Global IT Operations
• Develop and manage processes and procedures for IT Service Management functions such as Incident, Change, Problem, Configuration, Knowledge, and Request Management
• Provide training, development, coaching, and mentoring to managers and employees, while fostering a culture of continuous improvement, collaboration, and innovation
• Implement and maintain ITIL aligned policies, processes, procedures, including transitioning services to managed support providers, for all supported systems
• Enforce strict adherence to ITSM and operational processes including ticket management, Incident, Problem, and Change Control procedures to ensure timely response, service delivery, and to meet committed SLAs
• Manage and collaborate with Managed Service Providers to ensure they are delivering effective and efficient support services based on contract terms
• Occasional travel as needed, up to 10%
• Other projects or duties as assigned

Required Education and Experience:

• Bachelor's Degree in technology discipline, such as Computer Information Technology, Engineering, or Computer Science with 10 plus years of related experience and 6 plus years of leadership experience or High School Diploma/General Education Degree (GED) with 13 plus years of specific experience and 8 plus years of leadership experience
• Experience in IT, including IT operations, security, technical support, engineering, and/or management
• Working knowledge of the ITIL Framework and IT Service Management functions with demonstrated results implementing IT Service Management best practices.

Preferred Education and Experience:

• Master's Degree
• Prior experience working with a managed service provider.
• Prior experience managing teams in a global enterprise multi-site environment (>200 locations).
• IT Infrastructure Library (ITIL) Certification
• Proficiency or working knowledge of Cyber Security frameworks and methodology such as CIS Benchmarks and/or NIST.
• Business Intelligence and data analytic reporting development experience

Benefits

At the Reyes Family of Businesses, our Total Rewards Strategy prioritizes the holistic well-being of our employees. This position offers a comprehensive benefits package that includes Medical, Dental, Vision coverage, Paid Time Off, Retirement Benefits, and complimentary Health Screenings.

Equal Opportunity Employee & Physical Demands

Reyes Holdings and its businesses are equal opportunity employers. Company policy prohibits discrimination and harassment against any applicant or employee based on race, color, religion, sex, pregnancy or pregnancy-related medical conditions, marital status, sexual orientation, gender identity or expression, age, national origin, citizenship, disability, genetic information, military or veteran status, or any other basis protected by applicable law. In addition, the Company is committed to providing reasonable accommodation to applicants and employees in accordance with applicable law. Requests for accommodation should be directed to your point of contact in the Talent Acquisition or Human Resources departments.

Background Check and Drug Screening

Offers of employment are contingent upon successful completion of a background check and drug screening.

Pay Transparency

Our compensation philosophy embraces diverse factors for fair pay decisions, valuing skills, experience, and the needs of our business. Moreover, this role may have the opportunity to participate in a discretionary incentive program, subject to program rules.