Director, Global IT Service Management Office

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Job Description:

Job Summary

We are seeking an experienced and dynamic Director to establish and lead our new Service Management Office (SMO). This position is critical to the success of our global IT Service Management (ITSM) transformation and implementation, spanning process design, global alignment, and standardization for ITSM processes such as incident, problem, change, release, service request, and knowledge management. Additionally, the Director will be responsible for Service Integration and Management (SIAM), ensuring seamless integration and management of multiple service providers. The ideal candidate will have extensive experience with ITIL processes, SIAM, governance, and the ServiceNow platform, and will be responsible for the full lifecycle of the implementation, including delivery, deployment, and organizational change management.

Key Responsibilities

• Strategic Leadership: Provide strategic leadership and vision for the establishment and operation of the SMO.
• Process Design and Implementation: Lead the design, implementation, and continuous improvement of ITSM processes in alignment with ITIL best practices.
• Global Alignment and Standardization: Drive global alignment and standardization of ITSM processes, ensuring consistency and efficiency across all regions.
• Service Integration and Management (SIAM): Implement and manage a SIAM framework to ensure effective integration and management of multiple service providers, driving accountability and performance across all service delivery.
• Governance: Establish governance frameworks to ensure compliance with ITIL standards and effective management of IT services.
• Organizational Change Management: Lead organizational change management efforts to ensure smooth adoption and effective use of new ITSM and SIAM processes and tools.
• Stakeholder Engagement: Collaborate with key stakeholders across the organization to ensure alignment with business goals and successful project delivery.
• Team Leadership: Build and lead a high-performing SMO team, providing guidance, mentorship, and development opportunities.
• Performance Metrics: Define and track key performance indicators (KPIs) to measure the success and effectiveness of ITSM and SIAM processes and the SMO.

Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. Master’s degree preferred.
• Experience: Minimum of 10 years of experience in IT service management, with at least 5 years in a leadership role. Extensive experience with ITIL processes, SIAM, and ServiceNow platform is required.
• Certifications: ITIL certification required. SIAM and ServiceNow certifications preferred.
• Skills:
  • Strong leadership and team management skills
  • Excellent communication and interpersonal skills
  • Strategic thinking and problem-solving abilities
  • Proven ability to drive organizational change
  • Strong project management skills, with experience in managing large-scale, global ITSM and SIAM projects
  • ITILv3 Expert or ITIL4 Strategic Leader and Managing Professional certifications.

Desired Characteristics

• Demonstrated success in leading global ITSM and SIAM transformations
• Experience in designing and implementing ITSM and SIAM processes and governance frameworks
• Strong understanding of organizational change management principles
• Ability to work effectively in a fast-paced, dynamic environment
• Strong business acumen and ability to align IT initiatives with business goals

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Agile Methodology, Bias, Business, Coaching, Creativity, Critical Thinking, Cybersecurity, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Development Methodologies, Empathy, Follow-Through, Growth Mindset, Implementation Methodologies, Infrastructure Design, Intellectual Curiosity, Long Term Planning, Managing Ambiguity {+ 4 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Job:

Information Technology

Job Level:

Director

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $149,000.00 - $361,500.00

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories. .