Overview As the Deputy Director of ITSM & Next-Gen Technology Integration, you will be responsible for the operational execution of IT service management and technology integration initiatives. You will focus on ensuring seamless incident response and service delivery, supporting the organization’s efforts to adopt next-gen technologies like LLMs and GenAI. This role emphasizes collaboration, operational leadership, and execution, playing a key part in driving efficiency and innovation within the IT service management framework. About the Role: Working closely with your leader, you will operationalize strategic initiatives and ensure the effective execution of IT service management processes. Your role will focus on driving incident management efficiency and leading tactical implementations of next-gen technologies, under the guidance of senior leadership. Responsibilities Incident Resolution Execution: Lead the implementation of incident response protocols, ensuring timely identification, escalation, and resolution in alignment with the frameworks set by the leadership. Cross-Functional Collaboration: Collaborate with internal teams to coordinate rapid responses during critical incidents, ensuring clear communication and efficient execution. Root Cause Analysis: Conduct and lead operational root cause analysis post-incident, executing preventive measures to avoid recurrence and reporting findings to the Leadership. Stakeholder Updates: Provide operational status updates to internal teams and escalate relevant information to the Senior leadership. Service Delivery Execution: Operational Efficiency: Execute on continuous improvement initiatives designed to enhance service delivery, ensuring alignment with broader strategic objectives laid out by your leadership. Process Optimization: Support efforts to streamline service management workflows, minimizing downtime, and optimizing resource allocation. Next-Gen Technology Integration: Pilot Program Execution: Work under the direction of the leadership team to deploy pilot programs for next-gen technologies like LLMs and GenAI, providing feedback and recommendations based on operational insights. Technology Application: Assist in identifying areas within service management where next-gen technologies can be integrated, ensuring proper implementation and measuring impact. Collaboration with Leadership: Regularly collaborate with the Leadership team to align next-gen technology initiatives with overarching business and IT strategies. Team Leadership: Operational Team Leadership: Lead a team of incident management professionals, focusing on day-to-day execution and fostering a culture of operational excellence. •Mentorship and Development: Provide mentorship to junior team members, ensuring continuous skill development and alignment with team goals set by the Leadership. Qualifications Experience: 12+ years in IT operations, incident management, or related fields, with at least 3 years of experience in a team leadership capacity. Operational Leadership: Proven ability to manage teams and execute efficiently during high-pressure incidents. Technical Expertise: Strong understanding of IT infrastructure, ITIL frameworks, and operational processes with a keen interest in emerging technologies like LLMs and GenAI. Communication Skills: Strong communicator capable of translating complex technical information into actionable insights for teams and leadership. Alignment with Strategic Goals: Demonstrated ability to execute and operationalize strategies designed by senior leadership. Bonus Points for: Experience in implementing LLM or GenAI technologies within IT operations. ITIL or other leadership certifications. Experience managing major incidents and contributing to post-incident improvements. In this role, you’ll have the opportunity to: Support & collaborate with your leadership in leading the future of IT service management and next-gen technology integration. Execute key operational initiatives that improve incident management and service delivery. Lead and mentor a high-performing team in a fast-paced, innovative environment.