Director, Global IT Service Management Office

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.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

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

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Agile Methodol