• AVP of IT Service Management

    Category Information Technology
    Job Locations US-TN-Tullahoma
    Job ID
    Active - Full Time Salary
  • Overview

    Executive leader responsible for the design, transformation, and growth of all aspects of technology service management and systems availability. This leader will focus on the construction of key business and technology processes in the areas of:  Incident Management, Problem Management, Change Management, Configuration Management, Capacity Management and Release Management. In addition to business process leadership, this role will be responsible for defining, executing and maturing a comprehensive strategy around infrastructure and application monitoring, reporting and predictive response. This role also owns and directs the IT Service Desk function.


    Information Technology and Services



    • Work with the Chief Information Officer to develop and deliver an effective Strategic IT Plan, with an emphasis on leveraging IT Service Management processes and technologies to accomplish company objectives.
    • Substantially contribute to the IT executive management team, offering industry best practices, efficient operational planning and delivery, and innovative thought leadership.
    • Develop and adhere to an effective service management budget sufficient to execute the IT Strategic Plan while and maintaining continuous IT operations.
    • Develop and maintain an IT asset inventory to track and mitigate the risks of IT assets that are approaching end of life status.
    • Develop the vision, strategy, and leadership plan for service management and systems availability.


    Personnel Management


    • Responsible for the management and oversight of IT Service Management personnel, including IT Managers, Systems Engineers, Server Administrators, and Business Analysts.
    • Recruit, develop and retain an excellent IT staff that enables exceptional member experience through technology delivery.
    • Develop an optimal organizational structure with clearly defined roles and responsibilities, including mentoring and career development of IT Service Management personnel.
    • Develop and enforce appropriate policies, procedures, and resource management practices.


    IT Service Management

    • Deliver world-class 24x7x365 systems availability and performance through effective Incident Management processes, executive communications, and return-to-service activities.
    • Direct and enforce Change Management processes, ensuring controls and approvals are adhered to per defined policies and standards.  Direct change scheduling to ensure minimum possible impact to credit union operations and members.
    • Define and direct the technical processes for Problem Management in the resolution of complex system problems.  Determine and report on root cause for all problem events.
    • Proactively monitor and direct vendor service delivery per stated Service Level Agreements.  Act as primary interface to suppliers during problem management and change management events.  Perform all internal escalations and executive communications regarding system issues and service delays.
    • Direct reviews of Incident and Problem data for trends and recurrence of issues, identifying opportunities to reduce the frequency and eliminate service impacting events.
    • Define and direct all processes and controls for technology procurement and asset management, including financial management, tagging, discovery, and lifecycle management.
    • Maintain governance and project management structures to ensure appropriate allocation of resources, alignment with organization objectives, delivery within budgets, and realization of expected benefits.
    • Direct and lead the Service Desk function, providing 24x7x365 support for credit union employees and members.  Direct improvements in first call resolution, ticket/call reduction, and seamless integration with the Major Incident Management process.
    • Own and direct Level 1 and Level 2 maintenance and support operations for all desktop users, mobile devices, remote employees, the Board of Directors, and all virtual client access systems.
    • Own and direct support of the enterprise IT Service Management platform, including system administration, development of workflows, dashboards, and process optimization.
    • Establish and report monthly on effective, actionable metrics for all IT Service Management processes and Service Desk operations.
    • Collaborate with Information Security to monitor usage, identify potential threats/risks, and to mitigate all security exposures through immediate actions, proactive changes, and technology updates.




    • Lead the IT Service Management teams to proactively identify and implement efficiency improvements and technology advancements that deliver tangible return for the credit union.
    • Lead the IT organization and influence business partners to accept and realize the full potential of new technologies, innovative practices, and new approaches in technology management,
    • Service Level Management
    • Meet or exceed defined service level agreements with both internal and external customers and service providers.
    • Monitor and achieve the company’s stated availability and performance targets.  Monitor and achieve functional business services to ensure the credit union is able to conduct business during stated hours for each delivery channel. 
    • Business Continuity and Disaster Recovery
    • Establish and direct world-class Business Continuity and Disaster Recovery procedures and processes, ensuring credit union service are available 24x7x365.
    • Direct and lead a semi-annual testing of Disaster Recovery capabilities and Business Continuity preparedness. 
    • Lead and direct post-mortem activities, action plan development, and executive reporting following each Disaster Recovery / Business Continuity exercise.

    Marginal Functions


    • Perform other duties as required or assigned.


    • Four year college degree in Information Systems, Business, Computer Science or equivalent work experience.
    • Minimum of twelve (12) years of IT service operations experience with at least five (5) years leading ITIL / IT Service Management teams and initiatives.
    • Minimum of three (3) years of experience as an IT Executive, working with senior executives on technology strategy development and execution.
    • Must be at least ITIL v3 Foundation certified. 
    • Must have strong financial acumen and experience managing cross-functional, sourced, or matrixed teams, including third-party service providers. 
    • A high degree of poise and tact to represent the credit union positively in outside contacts and with employees. 
    • Regular and reliable attendance is required. Must be accessible 24x7x365. 
    • Possession of a valid, unrestricted driver’s license. 
    • Must be able to lift and carry boxes containing computer components, printer paper, etc.


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