Director, IT Service Management

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

We are seeking an experienced and dynamic Director to lead our 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 the global NOC and related processes. The ideal candidate will have extensive experience with ITIL processes, NOC leadership, and ITSM platforms (like ServiceNow, Freshservice, etc.)

This role is open to someone working 100% remote within the United States.

Essential Duties and Responsibilities

Strategic Leadership:

• Provide strategic leadership and vision for the establishment and operation of the SMO and the relevance of its function at Teladoc.

Team Leadership:

• Build and lead a high-performing SMO team, providing guidance, mentorship, and development opportunities.
• Define roles & responsibilities for teams in the function and ensure goals/KPIs are set for individuals and functions

Process Design and Implementation:

• Lead the design, implementation, and continuous improvement of ITSM processes in alignment with ITIL best practices.
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.

• Global Alignment and Standardization:

• Drive global alignment and standardization of ITSM processes, ensuring consistency and efficiency across all regions.

NOC Services

• Overall accountability for the 24/7 NOC organization including monitoring, alert tuning, escalation/notification, troubleshooting and smoke testing and reporting

Governance:

• Establish governance frameworks to ensure compliance with ITIL standards and effective management of IT services.
• Work to define cross department roles & responsibilities to ensure clear hand offs and well-orchestrated processes

Tooling & Technology

• Work across various technology tools and platforms to implementation, reporting on and support ITIL process of the Service Management office

Stakeholder Engagement:

• Engage stakeholders including executives to communicate and collaborate on SMO processes and metrics
• Interact with other IT teams and business unit leads to ensure collaboration and coordinated strategy to meet service management goals and objectives.

Performance Metrics:

• Track and report on key performance indicators (KPIs) to measure the success and effectiveness of ITSM and NOC processes and the SMO.
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams. 

Continuous Improvement

• 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.
• Never give up on getting better

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

Yes

Required Qualifications Expected for Position

• 10+ years’ experience in technology in ITIL processes
• 4+ years demonstrated experience in leading a Service Management Office
• Experience in implementation and/or continuous improvement of ITSM systems
• Expertise of ITIL framework and have managed transformation and ongoing operations of Service Management processes. 
• Demonstrated experience in leading process improvement and organization change initiatives.

Preferred Qualifications Expected for Position

• ITIL Foundations Certification
• Experience in leading teams in size of 25+ people
• Experience in leading teams in size of 2