Director of IT Service Delivery & Automation

Optimum Communications Inc.; Bethpage (NY); On-site; USD 150,000 - 190,000; Full time

Job summary

Optimum Communications Inc. seeks a strategic leader to own and advance all CPTO service delivery processes, including Incident, Problem, Change, Event, and CMDB management.

You will drive governance, standardization, and automation, leveraging AI to reduce manual effort and improve risk management. The role requires 10+ years in Change Management within ITSM, ITIL expertise, and ServiceNow/Remedy experience.

Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).
• ITIL Foundation Certification required; Intermediate or Expert level preferred.
• Extensive experience with ServiceNow, Remedy/Helix, and their Change Management modules.
• Experience with automated workflows within ITSM platforms to streamline processes.

Responsibilities

• Own and govern CPTO service delivery processes including Incident, Problem, Change, Event, and CMDB related ITSM practices.
• Lead Change Management across CPTO, including TCAB and change forums; define risk assessment frameworks.
• Drive Problem Management with RCA standards and corrective actions; monitor KPI breaches and trends.
• Ensure Incident and Event Management are integrated with Change workflows; provide clear escalation standards.
• Own CMDB policies, lifecycle processes, and ongoing CMDB health in alignment with operations.
• Provide CPTO-wide training and role-based enablement for service delivery processes.
• Leverage AI and automation to reduce manual effort and improve process efficiency.

Skills

ITIL processes

Change Management

ServiceNow

Automation

Analytical skills

Stakeholder management

Education

Bachelor's degree in IT/CS

Equivalent work experience

Tools

ServiceNow

Remedy/Helix

Job description

Optimum Communications Inc. seeks a strategic leader to own and advance all CPTO service delivery processes, including Incident, Problem, Change, Event, and CMDB management.

You will drive governance, standardization, and automation, leveraging AI to reduce manual effort and improve risk management. The role requires 10+ years in Change Management within ITSM, ITIL expertise, and ServiceNow/Remedy experience.