Director, Cloud Service Management

General Responsibilities
+ The Director, ITSM Service Design will lead all aspects of strategy and operations for the Global ITSM platform/strategy at Hertz
+ This Director will partner with various leaders in the Business & Technology Organization to design, implement & continuously improve the Service Management & Service Delivery processes for the Hertz Technology organization. This position will report to the VP of Operations for Technology and will primarily be responsible for managing a team of Incident Managers, Business Analysts & Project Managers
+ Responsibilities include: Partner with leaders from Service Delivery, Service Operations, Business and Application Support as well as Hertz Project Teams (such as Project O.N.E.) to understand their support, delivery and process needs to translate them into future Service Delivery improvement projects
+ Identify areas in Technology where processes can be improved, influence the leadership by defining the benefits and manage the end to end projects through implementation in ServiceNow
+ Lead the culture of continuous improvement by identifying and delivering projects and initiatives; promote customer/leadership engagement
+ Provide oversight on the project management & operations for managing the ITSM Platform
+ Lead the relationship with multiple product vendors
+ Define the service delivery expectations from professional services vendors & lead the governance around it
+ Manage internal customer relationship with leaders across the technology organization
+ Partner with Vendor Management & Technology Sourcing teams on vendor selection and ongoing vendor governance
+ Coach & mentor the team, identify training needs to help their professional development Perform other duties as assigned
Mandatory Requirements
+ Minimum 10 years of experience in software development & enterprise software products
+ Minimum 5 years of experience in IT management, leading cross functional teams
+ Experience implementing enterprise software products in ITSM & PPM areas, more specifically ServiceNow
+ Experience managing large capital and expense budgets
+ Proven track record of leading large development & support teams in onsite-offshore model & managing multiple projects using Agile & Waterfall methodologies
+ Has successful track record working with multiple product and professional services vendors at the same time
+ Experience successfully managing large technology teams and desires to coach and mentor
+ Must be at least ITIL V3 foundation & PMP certified Desired Characteristics: Ability to lead process design discussions & organizational change across the Technology organization
+ Excellent interpersonal, written/verbal communication and presentation skills
+ Formal training in ServiceNow (Nice to have)
+ Business Process re-engineering experience or certifications in methodologies
+ Excellent customer service skills
+ Ability to perform well in a fast-paced environment
EEO Statement
Hertz is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Hertz is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
Job ID _159020_
\# Positions _1_
Category _Information Technology_
Division _WHQ - Estero - Only_
Position Type _Regular Full Time_

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