VP Of ITIL And Service Management

VP Of ITIL And Service Management

Optimum is seeking an experienced and forward-thinking technology leader to join us at the VP of ITIL and Service Management. This executive will report to the SVP of Technology Operations and work across teams and other leaders to collaboratively drive automation and business transformation that supports high performance and growth for Optimum. As part of the Technology Operations Organization, the Vice President of ITIL and Service Management is responsible for overseeing and managing all aspects of automation and business transformation efforts which includes: Service Enablement, Incident Management, Change Management, Problem Management, and Configuration Management. This leader will drive the adoption of automation tools and technologies to streamline service management processes. He/she will identify areas for process automation and implement solutions to reduce manual effort and improve efficiency.

• Design and own the change management process for all technology platforms across the company in order to deliver product releases and technology upgrades without business impact while maintaining product release velocity.

• Leverage AI and ML algorithms to analyze service data and identify patterns, trends, and opportunities for improvement.

• Utilize AI to perform problem analysis to drive continuous improvement initiatives across product and technology.

• Identify and mobilize projects to improve the resiliency of our platforms to eliminate single points of failure.

• Define the standards and related ITIL processes for how new products and services will be integrated into the AI operations platform.

• Develop continuous improvement projects for our platforms through the analysis of end customer feedback, incidents, root cause analysis, and platform performance measures across all internal OSS/BSS systems and customer facing services.

• Implement and manage configuration management tools and processes within the technology environment. Create a scalable configuration management environment and toolset that integrates into change and incident management processes.

• Engage key stakeholders throughout a matrixed organization and our business partners to achieve success.

• Drive standards and processes across teams for consistent adoption and compliance.

• Bachelor's degree in Technology, Engineering or related field of study. A Masters degree is preferred.

• Minimum of ten years leading and implementing ITIL frameworks across technology organizations.

• ITIL certification is highly desirable

• Telecom industry experience considered a plus but not required.

• Demonstrated experience implementing workflow and orchestration with ITIL practices in ServiceNow or a related system.

• Demonstrated leadership an change management in a DevOps and SRE model for both cloud and on-premise platforms.

• Proven ability in managing large scale technical environments with high volume changes per month and large inventory of configuration items for customer-facing products and services.

• Skilled in leading automation projects and teams in complex capital automation projects.

• Solid financial acumen with experience in budget, planning and financial reporting.

• Experience implementing and overseeing configuration management tools and processes for a large enterprise that delivers technology.

• Comprehensive knowledge of industry regulations, compliance frameworks, and data privacy laws.

• Exceptional leadership, communication, and interpersonal skills with a track record of building and motivating high-performance teams

• Strong analytical and problem-solving abilities, with a results-oriented approach to decision-making.

• Ability to collaborate effectively with cross-functional teams and manage vendor relationships.

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.