Director, IT Service Delivery & Automation

Optimum; Bethpage (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

Optimum is seeking a seasoned Director, Service Delivery & Process Management to own and mature CPTO ITSM processes, including incident, change, problem, event, and CMDB governance. You will drive automation, risk assessment, and post-implementation reviews to improve customer experience and reliability.

The role requires 10+ years in Change Management within ITSM, ITIL expertise, and strong ServiceNow/Remedy experience. A leadership track with cross-functional collaboration is essential.

Qualifications

• Bachelor’s degree in information technology, computer science, or a related field.
• 10+ years of Change Management experience in an ITSM environment with ITIL background.
• Experience with ServiceNow or similar ITSM tools and automated workflows.

Responsibilities

• Own and govern CPTO service delivery processes including Incident, Problem, Change, Event.
• Lead Change Management across CPTO with risk assessment frameworks.
• Drive RCA standards and action tracking to reduce recurrent issues.
• Ensure CMDB health and integration with Incident and Configuration Management.
• Deliver training and enablement for operations teams on processes.

Skills

ITIL Change Management

ITSM

ServiceNow

Process Governance

Automation

Education

Bachelor’s degree in information technology, Computer Science, or related field

Tools

ServiceNow

Remedy/Helix

Job description

Optimum is seeking a seasoned Director, Service Delivery & Process Management to own and mature CPTO ITSM processes, including incident, change, problem, event, and CMDB governance. You will drive automation, risk assessment, and post-implementation reviews to improve customer experience and reliability.

The role requires 10+ years in Change Management within ITSM, ITIL expertise, and strong ServiceNow/Remedy experience. A leadership track with cross-functional collaboration is essential.