We are seeking a Director of Service Operations to direct the IT service operations of the global technology group within two core technology teams: Service Desk (Level 1) and Technical Support (Level 2) shaping, maturing and maintaining service excellence. The Director will also oversee the delivery of best in class customer service and technical support to over 3000 Macmillan staff, authors, distribution partners and vendors, whilst simultaneously driving and supporting a significant roadmap of technology change and continuous improvement.

What you'll do:

• Defining, improving and overseeing the core ITIL based service operations processes: incident management, problem management, application management, request fulfillment, identity, and access management.

• Working with internal teams: infrastructure, client platform engineering, security operations, and project managers to deliver and oversee: change management, technical management, policy definition, implementation, and enforcement.

• Establishing and maintaining the global technology service catalog, service portfolio, policies and procedures, CMDB and tooling.

• Delivery of local and global projects and releases e.g. Hardware Refresh, O/S upgrades, software upgrades and rollouts, facilities upgrades/reconfigurations, support for global company events (virtual and hybrid).

• Maintaining the IT asset register (SAM/HAM) ensuring full compliance with licensing obligations and continuous cost optimization.

What you'll bring:

• Experience delivering customer service and managing teams in multiple geographic locations.
• Excellent written and verbal communication, analytical and organizational skills.
• Technically proficient in core technology and associated applications – Google Workspace, Microsoft 365, OSX/W11 operating systems.
• Strong problem-solving and troubleshooting skills.
• Ability to work with a holistic global approach.
• Proven success delivering large-scale technology projects.
• Success working within a team, and with cross-divisional teams.
• Excellence in supporting and mentoring staff members, encouraging a positive workplace.
• Experience in a similar technology leadership role.

This is a hybrid role- 3 days in our NYC office.

This role will have an annual salary of $160,000 - $175,000.

Macmillan Publishers is the U.S. trade division of the Holtzbrinck Publishing Group, a large family-owned media company headquartered in Stuttgart, Germany. Its publishing companies include prominent imprints around the world that publish a broad range of award-winning books for children and adults in all categories and formats.

U.S. publishers include Celadon Books, Farrar, Straus and Giroux, Flatiron Books, Henry Holt & Company, Macmillan Audio, Macmillan Children’s Publishing Group, The St. Martin's Publishing Group, and Tor Publishing Group. In the UK, Australia, India, and South Africa, Macmillan publishes under the Pan Macmillan name. The German company, Holtzbrinck Deutsche Buchverlage, includes among its imprints S. Fischer, Kiepenheuer & Witsch, Rowohlt, and Droemer Knaur.

We are an Equal Opportunity Employer. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, family status, economic background and status, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels. The successful candidate for this position will be an employee of Macmillan Publishing Group, LLC.