Director of IT Service Delivery & Process Excellence

Optimum Communications Inc.; Plano (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

Optimum Communications Inc. seeks a Director of Service Delivery & Process Management in Plano, TX. You will define, govern, and continuously improve all CPTO ITSM processes, including Incident, Problem, Change, Event, and CMDB, leveraging AI and automation to reduce manual effort and risk.

The role requires 10+ years in Change Management within ITSM, strong ITIL background, and experience leading cross-functional teams to improve customer experience and operational excellence.

Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field.
• 10+ years of Change Management experience in ITSM with ITIL focus.
• ITIL Foundation certification required; ServiceNow/Remedy certification preferred.

Responsibilities

• Own and govern CPTO service delivery processes (Incident, Problem, Change, Event).
• Lead Change Management across CPTO with risk assessment frameworks.
• Drive Root Cause Analysis and corrective actions to reduce incidents.
• Ensure CMDB health and alignment with ITSM processes.
• Champion AI/automation to reduce manual effort and improve efficiency.

Skills

ITIL knowledge

Change Management leadership

Process governance

Cross-functional collaboration

Analytical problem solving

Education

Bachelor's degree in information technology or related field

Tools

ServiceNow

Remedy/Helix

ITSM tools certifications

Job description

Optimum Communications Inc. seeks a Director of Service Delivery & Process Management in Plano, TX. You will define, govern, and continuously improve all CPTO ITSM processes, including Incident, Problem, Change, Event, and CMDB, leveraging AI and automation to reduce manual effort and risk.

The role requires 10+ years in Change Management within ITSM, strong ITIL background, and experience leading cross-functional teams to improve customer experience and operational excellence.