Senior Director of IT Service Management

Company: Disability Solutions
Location: Phoenix
Posted on: February 8, 2025

Job Description:

Job Title:Senior Director of IT Service ManagementLocation:Block 23What you'll do:Job Summary: Western Alliance Bank is seeking a highly experienced and dynamic Senior Director of IT Service Management (ITSM Leader) to oversee the management of all ITIL disciplines within our technology division. This role is pivotal in ensuring the seamless operation of our IT services, including the help desk and deskside support, as well as defining services and products for the technology organization. The ITSM Leader will work closely with the Director of Infrastructure and Operations, and the Chief Technology Officer to drive continuous improvement in our IT operations and effectiveness.

• Manage all ITIL disciplines, including incident management, problem management, change management, service level management, and configuration management.
• Oversee the help desk and deskside support teams to ensure high-quality service delivery and customer satisfaction.
• Define and implement IT services and products that align with the organization's strategic goals.
• Collaborate with the Director of Infrastructure and Operations, and Chief Technology Officer to identify opportunities for process improvements and implement best practices.
• Lead a team of 70-80 professionals, including both employees and contractors, across various IT service management disciplines.
• Develop and maintain strong relationships with key stakeholders to ensure alignment and support for IT initiatives.
• Monitor and report on the performance of IT services, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs).
• Drive change management initiatives to enhance the efficiency and effectiveness of IT service delivery.
• Proven experience in ITIL service management roles, with a minimum of 10-15 years of people leadership experience.
• Strong leadership and people management skills, with the ability to inspire and motivate a diverse team.
• Excellent change management skills, with a track record of successfully implementing process improvements and driving organizational change.
• In-depth knowledge of ITIL frameworks and best practices.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.What you'll need: Qualifications:
  • Bachelor's degree in information technology, computer science, or a related field. A master's degree is preferred.
  • ITIL certification is required.
  • Proven experience in a senior IT service management role within a large organization.Benefits you'll love:We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!About the company:Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.-- Western Alliance Bancorporation

Keywords: Disability Solutions, Phoenix , Senior Director of IT Service Management, Executive , Phoenix, Arizona