Overview
We are seeking an experienced and visionary Director of Service Management and Observability to lead our service management and observability initiatives. The ideal candidate will have a deep understanding of IT service management, coupled with expertise in building and enhancing observability capabilities. This role requires a strategic thinker who can drive the organization towards a proactive and data-driven approach to service excellence.
What You'll Do
- Provide strategic leadership and direction to the service management and observability teams
- Foster a culture of continuous improvement, collaboration, and innovation within the teams
- Effectively manage and develop team members to achieve organizational and individual goals
- Lead projects with senior leadership to bring observability and KPIs to every project delivery
- Develop and implement IT service management strategies, ensuring alignment with business objectives
- Oversee incident, problem, change, and request management processes to ensure optimal service delivery
- Develop roadmaps and platform adoption in alignment with other support groups and key stakeholders
- Drive service improvement initiatives and lead functional workshops to distribute service management enhancements
- Lead the development and implementation of observability strategies to enhance system visibility and performance
- Oversee the design and implementation of monitoring solutions to proactively identify and resolve issues
- Collaborate with infrastructure and development teams to ensure observability is integrated into the application lifecycle
- Establish and maintain key performance indicators (KPIs) and metrics
- Utilize data and insights to drive informed decisions and improvements in service reliability and performance
- Evaluate, manage vendors for observability and service management tools and services
- Ensure vendor solutions align with organizational requirements
- Develop and execute a strategic vision for service management and observability
- Stay abreast of industry trends and emerging technologies to shape the future direction of service excellence
- Collaborate with cross-functional teams
- Communicate effectively with stakeholders to gather requirements
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What You'll Bring to the Table
Bachelor's or Master’s degree in Computer Science, Information Technology, or a related field.
Proven experience (10+ years) in service management and observability, with a focus on leadership and management.
Strong knowledge of ITIL frameworks, service management best practices, and observability tools.
Project management certification (e.g., PMP) is a plus.
Excellent communication and interpersonal skills.
Ability to think strategically and contribute to the overall organizational strategy.
Demonstrated ability to lead and inspire a technical team.
The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other classification protected by law.
Title: Director, Service Management and Observability
Salary or Pay Range: $170,000-$180,000
Workplace Persona: Connector
Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities.
This position is eligible to participate in a company incentive program.
This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
Job Category: Corporate