Global IT Operations Director | ITIL Expert & MSP Leader

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

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.