GTIL - Director, CORE IT Operations and Support

Grant Thornton International is seeking a Director, CORE IT Operations and Support to join the team in Cincinnati, OH. 

About Grant Thornton

Grant Thornton is one of the world’s leading professional services networks with member firms in over 145 countries, 75,000 people and global revenues of $8bn. Member firms offer audit, tax, and advisory services to privately owned companies, publicly listed companies, public sector and not for profit organisations, both domestically and internationally. 

Grant Thornton International Ltd (GTIL) is the umbrella legal entity for the Grant Thornton global network of member firms. GTIL sets the strategic direction, convenes member firms, connects global communities, and protects the brand and reputation of the network. GTIL and the member firms will continually improve the sustainability of their operations and strive to make a positive impact on clients, people, markets, and the communities in which we operate, in line with the UN’s Sustainable Development Goals (SDGs).

 

About the role

Overall role purpose

In our Go Beyond network strategy 2025 our vision is to become ‘the most valued network in the profession’.

 

The Director, CORE IT Operations and Support will drive and execute tactical and strategic direction for global GTIL end-user services, operationalizing ITSM processes, provide technical engineering for global Azure environment, and global services operational support, aligning initiatives with organizational objectives. This role will lead and mentor a multi-layered team of tool administrators, end user support specialists, Azure engineers, contractors and MSP resources.  

 

Main responsibilities

• Oversight of multiple support teams and functions both insourced and outsourced covering the following areas:
  • GTIL endpoint provisioning and support
  • ITSM process creation, efficiency, and automation
  • Tier 2 and tier 3 Azure technical support
  • GTIL end user remote helpdesk support
  • Member Firm front line services integration support (Identity, DNS etc.)
  • 24/7 NOC Support
• Manage technology operations to ensure the availability, reliability, and performance of end-user devices and legacy systems. 
• Manage relationships with our MSP partners to ensure the user community has a highly productive work environment within an effective support model.
• Collaborate with vendors to ensure the delivery of high-quality end-user services and support. Influence and manage vendor contracts to optimize services and costs.
• Drive continuous improvement around end user and MF support functions, providing highly effective and efficient support to GTIL employees and member firms. 
• Collaborate with IT teams to implement and maintain technology standards and best practices.
• Implementation and refinement of support processes to enhance efficiency and responsiveness
• Ensure timely and effective resolution of end-user incidents and service requests
• Monitor metrics for identification of continuous improvement initiatives
• Partner with Cybersecurity and Compliance teams to implement and maintain robust security measures throughout area of responsibility while ensuring compliance with internal relevant industry standards and regulations. 
• Disaster Recovery responsibilities for essential products and services.
• Develop and implement cost management strategies to optimize Azure resource usage and control expenses. 

 

Person Specification

 

 

• Team management skills – ability to drive cross-functional teams to project goals and timelines
• Mentorship – Forms teams with appropriate and diverse mix of styles, perspectives, and experience; Establishes common objectives and a shared mindset; Creates a feeling of belonging and strong team morale.
  • Ability to guide, train and coach resources involved in all responsible support functions.
• Communication skills – Align stakeholders, define dependencies, plan efficiently and communicate release schedules, progress, blockers
  • Relates with people across levels, functions, culture, with diplomacy and tact; Builds rapport in an open, friendly, and accepting way; Builds constructive relationships with people both similar and different to self; Picks up on interpersonal and group dynamics. 
• Data skills - I use data to get insights, inform decisions and reach business KPIs and product metrics important to the business. Service Now experience required.
• Technical skills – Knowledge of MS365, Azure Fundamentals, security, and identity management.

 

Experience – Essential

• Knowledge of IT management concepts