Director, Enterprise Service Management - TECHOPS

Nike - Portland, OR

Nike Technology brings together technology and process expertise to create value for the consumer. We deliver one-stop, integrated process and technology capabilities that enable Nike, Inc.'s businesses and brands worldwide. Our focus is on providing Lean solutions that eliminate waste, maximize consumer value, and drive profitable business growth.

As our Director, Enterprise Service Management your role will include leadership and oversight of an enterprise wide effort to align Nike Technology production support teams to a single operations management tool, as well as associated processes such as Incident, Problem, Knowledge, and Request fulfillment. You will be accountable for guiding a set of cross-functional teams which support a myriad of enterprise and local systems. Effectively leading the effort to transition a variety of support teams from multiple disparate operational management tools to a single solution, as well as establish a formal process governance model, will be key to your success. You will lead the enterprise by continuing the service management journey and enabling support teams to obtain a state of maturity through the use of standard and global processes.

This is an extremely exciting opportunity for someone who strongly desires to continue building the “IT as a Service” model through the implementation of service management strategies, processes, and frameworks. In addition, this role will be tasked with defining, executing and maturing a comprehensive strategy for Service Management across the company.

What We're Looking For
To make it clear, we're not looking for just anyone. We're looking for someone special, someone who had these experiences and clearly demonstrated these skills:

• Bachelor’s Degree with a minimum of 9 years relevant business experience desired
• Minimum of 5 years of experience with implementation, operations, maintenance of IT systems and/or administration of software functions in multi-platform and multi-system environments
• Experience in managing SLAs, OLAs and KPIs via service management tools
• 10 years of IT service operations experience as an ITSM Director
• 5 to 7 years’ experience working within the ITIL Framework and leading an ITSM tool and/or process team.  Must be at least ITIL v3 certified.
• Demonstrated success leading medium to large scale service management initiatives/transformations
• Proven ability to provide leadership to managers, supervisors, and professional staff
• Strong process management and problem resolution skills
• Deep experience guiding functional discussions and initiatives across departments
• Ability to evaluate and communicate operational metrics and issues to leadership
• Identify and resolve complex technical, operational, and organizational problems
• Able to accomplish results by establishing strong partnerships and relationships
• Creation of short-term and long-term departmental plans for business, production, and organizational priorities; make decisions guided by business plans that impact the support and funding of projects, products, services and/or technologies
• Solid experience applying business and management expertise to achieve financial and operational objectives

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Posted: 30+ days ago

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