Technology Service Management Director - Remote

Job Description

Director Technology Service Management

Aramark is committed to leverage technology to enable profitable growth across all lines of businesses.  This role is accountable for achieving service excellence across all technology services necessary to achieve this objective.
 
The role requires a passion for Service Excellence, prioritizing the customer and client experience and methodically driving continuous improvement. Leads and manages Technology Service Management, including planning, execution, and reporting for the Technology Service Catalog. Establishes, manages, and maintains a Service Management culture, environment, and process based on the latest IT Information Library (ITIL®) framework.

As the Service Management leader for the technology function, the role is accountable to ensure technology services meet and exceed the service experience needs of the users of technology, including Aramark operators, clients, consumers and support organizations.  The ITSM Process Owner is accountable for execution of the service excellence strategy, including measuring, reporting and adjustments through daily, monthly, quarterly, and annual results covering all aspects of Technology Service Management.  This role is responsible for ensuring all technology service providers, both internally and 3rd party, are conforming with our framework and delivering tangible and strategically aligned business outcomes. 

The ideal candidate prioritizes customer, client, and business outcomes and possesses these essential traits: collaborative & communicative, decisive, solution oriented, analytical, evidence-based, values transparency, inquisitive, curious, agile, adaptive, confident when faced with adversity, adept at crisis management.
 

Job Responsibilities

• Creates a culture of service excellence, delivering the best client experience possible.
• Change agent committed to service, continuous improvement, quality, and value.
• Owner and leader of the tech@aramark service catalog, end-to-end service designs, service delivery processes and execution, service management, measurement, and reporting, and continuous improvement of all aspects of tech@aramark ITSM processes.
• Oversee and optimize the performance of our technology service desk, ensuring timely resolution of incidents, and enforcing the standard of “no problem twice”.
• Responsible to deliver measurable business benefits by enhancing, eliminating, and replacing existing service elements and introducing new services and approaches. 
• Focuses on the various customers by prioritizing actions aligned to the goals of our Account Teams in the field, Lines of Business, and Functional leaders and by adopting a pattern of management grounded in a data and based on metrics and transparency.
• Builds strong relationships. Communicates and collaborates across lines of business and functions; engages business unit and functional leaders to identify areas of high performance and opportunities for service improvement.  
• Relentlessly pursues Service Excellence, including leverage ITIL and Six Sigma principles and techniques. Evangelizes the tenets of the Service Experience.
• Contributes to the development of enterprise best practices and IT operations governance processes.
• Maintains deep knowledge of IT Service Management, as defined by the current ITIL framework, and identifies opportunities for process adoption, enhancement, and improvement of Catalog, Incident, Major Incident, Request, Problem, Change, and Knowledge domains.
• Must be data-driven. Leads the definition of effective SLAs, SLOs, KPIs, and Metrics.  Delivers effective and actionable reporting.  Identifies opportunities for and implements improvements. Prioritizes transparency and visibility to process performance. 
• Ultimate point of contact for escalation of Service Management process-related issues, highly engaged with and responsive to key stakeholders.
• Participate in the implementation and integration of new ITSM tools and technologies, driving process automation and efficiency.
• Lead the definition and adoption of appropriate ITSM, ITIL, and Six Sigma process in adoption of service excellence. 
• Maintains deep knowledge of Aramark’s and specific lines of business’ value propositions, client commercial structures and relationships, and the enabling and additive value that technology provides for each.
• Develops and maintains knowledge of LOB, Client, Account, and Location priorities, both internal and external, and engages in strategic conversations, working in partnership across the matrix to deliver an end-result focused on customer service experiences that exceed expectations.
• Builds authentic relationships based on trust up, down, and across organizational structures by listening, collaborat