REMOTE Director, Service Management

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

Experian’s Consumer Services is looking for a Director, Service Management to lead our Service Management, Service Desk, and Portfolio Tools teams!  This individual is responsible for managing the ITIL processes of Incident, Problem, and Change Management as well as the development of the supporting ITIL tool stack.

• The Director, IT Service Management will provide strategic leadership and oversight of ITIL Service Management disciplines, practices, and tools adopted across the ECS IT organization. The Director will manage both a team of Service Managers and a team that supports Service Management Tools and Platforms.
• Oversee ITIL service operations and transitions activities, including incident management, problem management, and change management
• Help articulate and execute a strategy for service management related communications
• Enable continual service improvement through the effective use of metrics in support of key performance indicators, as well as critical success factors used to manage service delivery
• IT Service Management Tools and Reporting, including the analysis, implementation, and system administration of enterprise ITSM and Project Management tools
• Design and provisioning of self-service, ad-hoc, and standardized reports for management support
• Pro-actively identify operational issues and trends
• Expedites resolution working directly with Service Providers
• Drives investigations across Experian Business Units and 3rd Parties to identify the root cause of Problems, mitigating actions, and service improvement initiatives (Including People, Process and Technology elements)
• Ensure that the Service Level Agreements are respected
• Monitors the effectiveness of error control and makes recommendations for improvements
• Follow up on issues and progress with Problem Owners where necessary
• Demonstrates analytical and systematic approach to Problem-solving
• Ability to absorb rapidly new technical information and apply it effectively

• Bachelors Degree or relevant work experience to include progressively responsible leadership roles
• Experience driving organizational change through facilitation and consensus-building
• Experience implementing cross-functional process improvements with aptitude for business or process design
• Excellent verbal, written, presentation communication skills
• Proven ability to communicate and collaborate effectively with people at all organizational levels as well as partner clients
• Demonstrated success in staff management, hiring, mentoring, coaching, performance management, professional development and workflow design
• ITIL v3 or v4 Foundations certification desired
• ITIL intermediate (or higher) certifications strongly preferred
• Proven experience in working in, and basic management of, diverse and geographically dispersed teams
• Excellent judgment, tact, and decision-making ability
• Coordination skills: managing complex IT technical investigations

Perks

• Experian offers flexible benefits and compensation packages that allow our employees to make choices that fit their individual lifestyles. Some of the benefits that we provide for full-time employees include the following:
• Medical, Dental, Vision and Life Insurance
• Competitive pay and comprehensive benefits package, with a bonus target of 20%
• Minimum 20 days flexible time off, additional sick time, plus 12 paid holidays
• 401K and company matching

All your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.