Library Technical Services Director jobs in Fort Myers, FL

A Day in the Life:

The Director of Technology Service Management will report to the Sr. Director of Tech Service Management & Digital Workplace and will collaborate daily with other Technology & Product Operations Leaders. This position provides both operational insights as well as thought leadership for the Technology Service Management team. The Director of Technology Service Management will provide innovation, direction, and leadership for the strategic interface within assigned areas of the IT Strategy Development, Design, Transition, Operation and Continual Service Improvement implementation within the ITIL framework.

What You’ll Do:

• Define and implement a strategy to drive adoption of service management and operational best practices relevant to all information technology services and systems.
• Ensure all service management processes balance the competing needs for formality, agility, efficiency, and environmental stability.
• Create an environment that supports customer self-service and automation of routine service requests.
• Foster continuous service delivery optimization and improvement.
• Develop self-auditing and compliance capabilities around ITSM procedures.
• Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures, and tools.
• Develop a collaborative relationship between the ITSM team and stakeholders within Technology & Product teams as well as the business.
• Responsible for leading a team of professionals in the areas of Service Transformation, Service Management, Metrics, and Reporting.
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, Asset Management, CMDB and other IT Service Management processes.
• Accountable for building, publishing, and the utilization of the service catalog.
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by internal and external support teams.
• Develop performance measures and consistently report metrics to IT Services Leadership team.
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
• Provide escalation leadership for significant service impacting events.
• Establish and ensure adherence to service metrics measuring the performance and effectiveness of the service desk’s personnel.

What We’re Looking For:

• Bachelor’s degree in computer science, Computer Information Systems, or related field or equivalent experience
• Five or more years of experience leading ITSM integration and /or operations
• Five or more years of leadership, implementation, and management of ServiceNow
• Ten or more years of experience working in information technology with increasing levels of responsibilities.
• Five or more years of experience as a leader of IT related teams.
• Expert knowledge of ITIL frameworks for IT Service Management.
• Experience managing both transformation and ongoing operations of Service Management processes.
• Demonstrable experience leading process improvement and organization change initiatives.
• Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.
• Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
• Proactive leader with a demonstrated ability to oversee a portfolio of complex and transformative information technology projects.
• Ability to develop unique and novel solutions to problems, View change as necessary.
• Critical thinkers with ability to focus on things which matter most to achieving outcomes; Commitment to task to produce outcomes without direction and to find necessary resources.
• Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.
• Successfully manage different styles of employees; Provide clear direction and effective coaching.
• Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.
• Excellent analytical, critical thinking, and problem-solving skills.
• Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.

We expect the starting salary to be around $160,000 to $205,000 with annual bonus and profit sharing eligibility. The actual salary will be determined based on years of relevant work experience

What You’ll Get:

• 40% off any standard Hertz Rental   
• Paid Time Off
• Medical, Dental & Vision plan options
• Retirement programs, including 401(k) employer matching
• Paid Parental Leave & Adoption Assistance
• Employee Assistance Program for employees & family
• Educational Reimbursement & Discounts
• Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
• Perks & Discounts –Theme Park Tickets, Gym Discounts & more