Senior Director, Incident/Problem/Change Management - Brooklyn , New York, United States, 11201

Senior Director, IncidentProblemChange Management Salary up to 150,000 Commensurate with Experience Excellent Benefits Brooklyn, NY DoITT s IT Service Management division serves as a point of entry for agencies to engage with DoITT and own responsibility for ensuring quality customer service and continuous agency satisfaction. DoITT aims to promote a culture of organizational responsiveness to its customer base, both internal and external. The IT Service Management division seeks a dynamic and motivated individual, experienced in successfully driving cultural change, to serve as the Senior Director of Incident, Problem and Change Management, reporting to the Assistant Commissioner of ITSM. This role will provide critical leadership for the foundational Incident, Problem and Change processes. INCIDENT MANAGEMENT Responsible for ensuring that normal service operation is restored as quickly as possible and the business impact is minimized. This team is expected to provide 24x7x365 support. Supervise a team of Incident Managers (24x7) responsible for managing and facilitating the resolution of major outages as quickly as possible. Manage a team of front-line technical staff providing end-to-end support for infrastructure services including incident isolation, issue resolution, and escalation management according to pre-defined protocols Manage the identification and escalation for all operational events affecting production environment requiring 24x7x365 uptime Provide oversight of related incident management processes including trouble-shooting, approval of quick fixes, and ensuring accurate incident reports and communications Drive an ongoing incident management process including incident prioritization, determination, incident investigation and diagnosis, timely resolution, change recommendation and coordination, and ongoing communications Provide timely written and verbal status updates to senior management for assigned incidents and problem ticket escalations, and when applicable, coordinate SWAT team (escalated incident management) activities. PROBLEM MANAGEMENT Responsible for reviewing problem trends, determining root cause and proactively taking actions to remediate the risk of future reoccurrences by writing postmortems, recommending and driving the implementation of solutions. Leverage Problem Management process and Root Cause Analysis techniques procedures in order to minimize adverse impact on incidents and problems on the business must be able to identify recurring IT operational issues, determine root cause, develop and implement problem solutions to prevent recurrence of issues Leverage key technical managers to develop technical solutions to address recurring incidents within the IT environment and manage issues through to resolution Work with internal engineering and operation teams as well as external teams vendors to resolve IT problems and Facilitate proactive problem management activities to analyze trends and patterns for prevention of future incidents. CHANGE MANAGEMENT Responsible for coordinating and communicating all change functions within DoITT. Leverage Change Management processes and procedures in order to minimize adverse impact on the business integrate change management activities into the overall project plans and operational activities, identify performance gaps, and work to develop and implement corrective actions Identify potential risks and anticipated points of resistance for changes, and develop specific plans to mitigate or address the concerns Effectively and efficiently communicate change impact assessment and change adoption status to business and IT stakeholders and Work to drive faster adoption, higher ultimate utilization and greater proficiency of the changes that impact employees in the organization to increase benefit realization, value creation, and the achievement of results and outcomes. Additional responsibilities will include Maintain ownership across the organization of the process effectiveness, including design, change management and continual improvement. Promote a culture of continuous improvement and customer service excellence by establishing measurements and targets to improve process effectiveness and efficiency. Facilitate process design and provide oversight for ongoing process design improvements, and coordinate with stakeholders for integration alignment. Leverage and align with best practice frameworks and standards appropriate (e.g., ITIL v3, ISOIEC20000, etc.) Serve as the point of escalation for challenging and unresolved requests, incidents, problems or changes. Train, coach and mentor teams, providing career development and overseeing overall direction. Remain accountable for ensuring the level of quality and delivery of service both in respect of operating performance and support resolution, provided through internal and outsourced teams. Evaluate existing team processes, identify improvement opportunities, implement changes, and evaluate and measure success. Establish and improve ITSM policies and processes to continually increase effectiveness, improve security and gain efficiencies in IT services by standardizing the service support and delivery processes. Manage and improve relationships with customers and work strategically with all critical business units throughout DoITT. Work with other members of the leadership team to develop and steer the strategic direction for the new IT Service Management division. Forecast future skill needs to develop a workforce with the appropriate mix of business knowledge, technical skills and competencies to support and build upon core team functions. Serve on IT planning and policymaking committees as appropriate to drive the development of technology standards, governance processes and performance metrics. Preferred Skills Master's degree in a related IT field, such as IT management or information systems, computer science, software or computer engineering, systems engineering, industrialorganizational engineering, etc. or equivalent work experience 5+ years of proven client management experience in IT andor business industry, preferably in the public sector, with 2 years of leadership responsibilities in a technical environment working with cross-functional teams Proven experience or demonstrated capability in leading IT transformational initiatives in complex and dynamic environments Exceptional leadership skills with the ability to execute on a service-oriented vision that inspires and motivates staff and aligns to the IT and Business strategy of the organization and its customers Excellent oral and written communication and presentation skills Ability to listen, negotiate, mitigate conflict, build alliances and achieve desired outcomes using strong interpersonal and diplomacy skills Proactive approach to engaging with customers and problem solving Demonstrated ability to ensure that the right people are in the right roles, maximizing their skills, and that employees are highly engaged and satisfied Other key competencies should include detail-oriented, mentoring, relationship building, organizational change management, innovation, and results orientation. Qualification Requirements BABS including 24 credits in the field of voice andor data telecommunications or related field and 4 years of experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice andor data telecommunications or closely related areas 18 months must have been in an executive, managerial, or administrative capacity. or 2. An associate degree from an accredited college including or supplemented by 12 credits in the field and 5 years experience as described in "1" above or 3. Education andor experience equivalent. NYC Residency is required within 90 days of appointment To Apply Please go to and search for Job ID 391365 or Email resume to (Indicate 391365 Senior Director, IncidentProblemChange Management ' in subject line) Special Note Taking and passing civil service exams are necessary to maintain employment with the City of New York. Please check the Department of Citywide Administrative Services (DCAS) website (http) for important exam filing information. Please ensure that you are either a permanent employee in the civil service title listed on this posting, or, that you file for the examination when there is an open filing period. For more information regarding the civil service process, please visit the DCAS website at http SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW Visit us at The Department of Information Technology Telecommunications and the City of New York are equal opportunity employers. DoITT participates in E-Verify