What are the responsibilities and job description for the Director, IT Operations position at Piper Companies?
Piper Companies is looking for a Director of IT Operations to join a thriving insurance company. This is a hybrid position and requires the candidate to be onsite 3 days a week.
Essential Duties of the Director of IT Operations:
XLA, Experience Level Agreement, user experience metrics, sentiment analysis, digital experience monitoring, end-user experience, experience scoring, journey analytics, customer experience management, service empathy, experience SLAs vs XLAs, business outcome metrics, experience indicators, qualitative feedback loops, perception-based SLAs, IT experience management, service satisfaction index, Net Promoter Score (NPS), Customer Satisfaction (CSAT), user journey mapping, service adoption metrics, experience analytics platform, proactive experience management
ITSM, IT Service Management, service lifecycle, service strategy, service design, service transition, service operation, continual service improvement, service catalog, service portfolio management, service request management, incident management, problem management, change management, change enablement, release management, configuration management, CMDB, asset management, knowledge management, service desk, IT help desk, request fulfillment, service level management, SLA, operational level agreement (OLA), underpinning contracts (UC), service reporting, ITSM tools, workflow automation, ticketing system, escalation matrix, prioritization matrix, incident classification, root cause analysis (RCA), known error database (KEDB), service review meetings, ITSM maturity model, ITSM governance, service mapping, service provisioning, event management, monitoring and alerting, IT operations management (ITOM), service orchestration, runbooks, playbooks
ITIL, ITIL 4, ITIL framework, service value system (SVS), service value chain, guiding principles, governance, practices vs processes, ITIL practices, continuous improvement model, service desk practice, incident management practice, problem management practice, change control practice, service request management practice, release management practice, service configuration management, knowledge management practice, availability management, capacity and performance management, IT asset management, monitoring and event management, supplier management, relationship management, service financial management, business analysis, workforce and talent management, infrastructure and platform management, deployment management, portfolio management, risk management, information security management, service continuity management, measurement and reporting, service validation and testing, IT operations strategy, digital transformation, enterprise IT governance, KPI dashboards, OKRs for IT, operational excellence, service reliability, high availability systems, fault tolerance, SRE (site reliability engineering), DevOps integration, DevSecOps, platform engineering, automation strategy, AIOps, predictive analytics, observability, logging, tracing, metrics correlation, cost optimization, FinOps, vendor management, third-party risk, compliance (SOX, ISO 20000, ISO 27001), audit readiness, SLA negotiation, contract management, stakeholder management, cross-functional alignment, business-IT alignment, service ownership, product-oriented IT, cloud operations, hybrid cloud management, multi-cloud strategy, infrastructure as code (IaC), CI/CD pipelines, release orchestration, environment management, patch management, vulnerability management, endpoint management, capacity planning, demand forecasting, workforce planning, shift-left strategy, self-service portals, chatbots in ITSM, RPA (robotic process automation), service resilience, disaster recovery, business continuity planning (BCP), incident response, major incident management (MIM), crisis management, post-incident review (PIR), blameless postmortems, operational KPIs, MTTR (mean time to repair), MTBF (mean time between failures), MTTD (mean time to detect), service uptime, error budgets, toil reduction, continuous delivery, operational analytics, governance frameworks, COBIT alignment, KPI benchmarking, service innovation, value stream mapping, digital employee experience (DEX), IT health metrics, service performance optimization
Essential Duties of the Director of IT Operations:
- Own and evolve the enterprise IT User Experience (ITUX) and XLA strategy
- Define experience outcomes across End User Computing, Digital Workplace platforms, Service Desk, Network, Collaboration, and Core IT services
- Govern managed service partner performance against XLA, SLA, KPI, service resilience, user experience, and continuous improvement expectations
- Own the end-to-end Digital Workplace experience across endpoint services, collaboration platforms, productivity tooling, remote access, and hybrid work enablement, in partnership with domain engineering teams responsible for platform architecture and change
- Bachelor's degree preferred but not required
- 10 years of progressive experience in IT service delivery, ITSM, digital workplace, or technology operations
- 5 years in senior leadership role with enterprise-wide accountability
- Strong understanding of ITSM, ServiceNow, incident, problem, change, request, knowledge, CMDB, and service catalog processes
- Experience leading Digital Workplace or Service Desk transformation, including self-service, automation, telemetry, adoption, and user experience improvement
- Certifications in the following are highly desired: ITIL, ServiceNow, XLA, Vendor Management
- $170,000 - $220,000 (based on experience)
- Comprehensive benefit package; Cigna Medical, Cigna Dental, Vision, 401k w/ ADP, PTO, paid holidays, sick Leave as required by law
XLA, Experience Level Agreement, user experience metrics, sentiment analysis, digital experience monitoring, end-user experience, experience scoring, journey analytics, customer experience management, service empathy, experience SLAs vs XLAs, business outcome metrics, experience indicators, qualitative feedback loops, perception-based SLAs, IT experience management, service satisfaction index, Net Promoter Score (NPS), Customer Satisfaction (CSAT), user journey mapping, service adoption metrics, experience analytics platform, proactive experience management
ITSM, IT Service Management, service lifecycle, service strategy, service design, service transition, service operation, continual service improvement, service catalog, service portfolio management, service request management, incident management, problem management, change management, change enablement, release management, configuration management, CMDB, asset management, knowledge management, service desk, IT help desk, request fulfillment, service level management, SLA, operational level agreement (OLA), underpinning contracts (UC), service reporting, ITSM tools, workflow automation, ticketing system, escalation matrix, prioritization matrix, incident classification, root cause analysis (RCA), known error database (KEDB), service review meetings, ITSM maturity model, ITSM governance, service mapping, service provisioning, event management, monitoring and alerting, IT operations management (ITOM), service orchestration, runbooks, playbooks
ITIL, ITIL 4, ITIL framework, service value system (SVS), service value chain, guiding principles, governance, practices vs processes, ITIL practices, continuous improvement model, service desk practice, incident management practice, problem management practice, change control practice, service request management practice, release management practice, service configuration management, knowledge management practice, availability management, capacity and performance management, IT asset management, monitoring and event management, supplier management, relationship management, service financial management, business analysis, workforce and talent management, infrastructure and platform management, deployment management, portfolio management, risk management, information security management, service continuity management, measurement and reporting, service validation and testing, IT operations strategy, digital transformation, enterprise IT governance, KPI dashboards, OKRs for IT, operational excellence, service reliability, high availability systems, fault tolerance, SRE (site reliability engineering), DevOps integration, DevSecOps, platform engineering, automation strategy, AIOps, predictive analytics, observability, logging, tracing, metrics correlation, cost optimization, FinOps, vendor management, third-party risk, compliance (SOX, ISO 20000, ISO 27001), audit readiness, SLA negotiation, contract management, stakeholder management, cross-functional alignment, business-IT alignment, service ownership, product-oriented IT, cloud operations, hybrid cloud management, multi-cloud strategy, infrastructure as code (IaC), CI/CD pipelines, release orchestration, environment management, patch management, vulnerability management, endpoint management, capacity planning, demand forecasting, workforce planning, shift-left strategy, self-service portals, chatbots in ITSM, RPA (robotic process automation), service resilience, disaster recovery, business continuity planning (BCP), incident response, major incident management (MIM), crisis management, post-incident review (PIR), blameless postmortems, operational KPIs, MTTR (mean time to repair), MTBF (mean time between failures), MTTD (mean time to detect), service uptime, error budgets, toil reduction, continuous delivery, operational analytics, governance frameworks, COBIT alignment, KPI benchmarking, service innovation, value stream mapping, digital employee experience (DEX), IT health metrics, service performance optimization
Salary : $170,000 - $220,000