Director of IT Service Delivery & Process Management

Optimum; Plano (TX); Hybrid; USD 140,000 - 210,000; Full time

Job summary

Optimum is seeking a Director of Service Delivery & Process Management to lead end‑to‑end ITSM across CPTO. You will own Incident, Problem, Change, Event, and CMDB processes, and drive governance, risk assessment, and automation efforts.

You will enable teams, defining RCA standards, tooling integration with ServiceNow/Remedy, and ensuring consistent delivery while improving customer experience and operational excellence.

Qualifications

• Education: Bachelor’s degree in information technology or related field.
• Experience: 10+ years in Change Management within an ITSM environment.
• Strong ITIL knowledge and governance experience.
• Certifications in ITIL and ITSM tools are required or highly preferred.

Responsibilities

• Own and govern all CPTO service delivery processes (Incident, Problem, Change, Event, CMDB).
• Define risk scoring, RCA standards, and post‑implementation reviews.
• Lead TCAB and related change forums; drive automation to reduce manual steps.
• Ensure process documentation, standardization, and auditability across CPTO.
• Provide training and enablement for operations teams supporting ITSM processes.
• Collaborate with stakeholders and ensure integration with Incident/Configuration Management.

Skills

ITIL

ITSM

ServiceNow

Change Mgmt

Incident Mgmt

Problem Mgmt

Config Mgmt

Automation

APIs

Leadership

Education

Bachelor’s degree in information technology or related field

Tools

ServiceNow

Remedy/Helix

Job description

Optimum is seeking a Director of Service Delivery & Process Management to lead end‑to‑end ITSM across CPTO. You will own Incident, Problem, Change, Event, and CMDB processes, and drive governance, risk assessment, and automation efforts.

You will enable teams, defining RCA standards, tooling integration with ServiceNow/Remedy, and ensuring consistent delivery while improving customer experience and operational excellence.