What are the responsibilities and job description for the Director, IT position at Safe-Guard Products International LLC?
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Job Title: IT Operations Director (hybrid)
Location: US-GA-Atlanta (Sandy Springs)
FLSA: Exempt
#LI-hybrid
Position Overview:
The IT Operations Director is responsible for leading and directing teams that deliver IT Support (Helpdesk), Network Operations & Observability, Purchasing & Asset Management, and the IT Briefing Center. This role oversees ITSM and ITOM toolsets (e.g., ServiceNow, DataDog), drives process improvement in alignment with our established best practices, and ensures operational excellence across a global, 24x7 environment. The position will have input on strategic planning, especially regarding observability and service management.
Key Responsibilities:
- Lead, mentor, and develop teams responsible for IT Support, Network Operations & Observability, and Asset Management/Purchasing.
- Establishing the IT Briefing center, facility, monitoring technologies and the new staffing program.
- Oversee ITSM and ITOM platforms, ensuring effective use and continuous improvement (e.g., ServiceNow, DataDog or similar).
- Design, implement, and optimize ITIL-aligned processes.
- Ensure high-quality, customer-focused IT support and service delivery across US and India-based teams, maintaining 24x7 coverage.
- Manage purchasing and inventory of IT assets, ensuring compliance and cost-effectiveness.
- Monitor and report on service levels, incident resolution, and operational KPIs.
- Foster a culture of teamwork, accountability, and continuous improvement.
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
Job Qualifications & Preferred Experience:
- Bachelor’s degree required.
- 10 years of progressive IT operations experience, including team leadership.
- Experience managing ITSM and ITOM platforms (ServiceNow, DataDog, or similar).
- Proven track record in ITIL process design and implementation; ITIL certification is a plus but not required.
- Experience managing global teams and 24x7 operations.
- Strong understanding of network operations, observability, and asset management.
- Excellent communication, leadership, and organizational skills.
- Demonstrated ability to drive process improvement and strategic initiatives.
Company Benefits:
- Medical, Dental, and Vision Insurance
- Flexible Spending Account
- Health Savings Account
- 401(k) Plan with Company Match
- Company-paid Short-Term and Long-Term Disability
- Company-paid Life Insurance
- Paid Holidays and Vacation
- Employee Referral Program
- Employee Assistance Program
- Wellness Programs
- Paid Community Service Opportunities
- Tuition Reimbursement
- Ongoing Training & Personal Development
- And More!
About Safe-Guard Products International:
Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.
For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.
Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.