Dir IT Service Management in Alpharetta, GA at Scientific Games

Date Posted: 3/29/2018

Job Snapshot

Job Description

The Director of IT Service Management (ITSM) will be responsible for the day to day execution and maturity of Scientific Game's (SG) Incident, Problem, Asset Management and other relevant ITIL processes to support 5000+ end users.  To be successful in this role, you will effectively set vision and strategy for maturing Scientific Game's core ITSM processes.  You will be leading a management team of Tier 1 (Help Desk) and Tier 2 (Support Services) personnel and managing the portfolio of work with JIRA.

Essential Job Functions:
• Provide direction to a team of Managers (Tier 1 – Help Desk and Tier 2 – Support Services) responsible for team performance, service management and environment stability/availability. This includes providing direction to ensure follow-through on incidents and problems and shifting of priorities and escalation of issues to management.
• Establish and adhere to strong ITSM practices and insure they are utilized consistently throughout the enterprise.
• Align Problem Management resources on driving the root cause of SG's most impactful problems out of our environment
• Increase the speed and agility of change in our environment while ensuring incidents caused by change are minimized by continuously evaluating potential risk and historical success
• Evolve our process capabilities and adoption through data driven decisions
• Ensure resources are focused on top priorities across all initiatives
• Effectively communicate and represent team successes and opportunities to Senior Leadership
• Operate within a fast pace and dynamic environment consistent within a growing global company.
• Responsible for mentorship, evaluations, conflict resolution and recognition of the staff to maintain highly motivated and engaged employees.
• Provide a direct communications interface for the business units and other technical supporting areas regarding all IT Service Management related issues and concerns. This responsibility includes attending various meetings on behalf of this organization.
• Successfully communicate to all levels of management, internal and external customers, and other IT groups to assess and determine ongoing needs and requirements regarding process improvements, technology review, issues, and deployment.
• Manage the on-going relationship, from a support perspective, with all service providers, software vendors, and support vendors.
• Ensure that teams adhere to all ITSM processes including problem determination procedures, trouble shooting processes, ticket creation, timely and detailed ticket updates, escalation and notification processes and closure within the specific resolution.
• Responsible for all financial aspects of the IT Service Management organization, including budget creation, monthly performance analysis, and detailed monthly reporting as well as ad-hoc reporting.

Job Requirements

Bachelor of Science in Computer Information Systems or related field, suitable work experience will be considered.

Required Experience:
• Minimum of 7-10 years of experience in technology and support
• ITIL Knowledge and Certification a plus
• Minimum 3-5 years in a management position with experience managing technology, staff and budgets.

Knowledge, Skills, & Abilities:  

• Experience working in a global environment is a plus.
• Help Desk Management experience a plus
• Service Now toolset experience a plus
• Must be well organized, a self-starter, possess diligent follow-through capabilities, as well as strong customer service skills.
• Must excel in team building and exhibit a collaborative approach to problem solving.
• Possess and consistently demonstrate a 'can do' attitude. The successful candidate must be able to challenge the norm to enable departmental and company growth.
• Understanding of the ITIL framework and processes.
• Excellent interpersonal and communication skills with the ability to readily communicate with all levels of the organization.
• Self-starter, organized and detail oriented team leader
Work Conditions:
May require weekend and evening hours.  May require domestic and international travel.

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here EEOC Poster.


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