Director Service Delivery - Enterprise Command Center

Get Referred

Job Description

The Director - Service Delivery, Enterprise Command Center (ECC) will be responsible for execution of operations in the ECC. This position will be focused on ensuring real-time monitoring across all Technology applications and platforms are established in accordance to production support standards and driving actionable response to operating procedures.
The success of this role involves delivering results through the development of First Touch Resolution Level 1 team that provides world-class service delivery to individual applications, infrastructure and business capabilities across the enterprise and implement a follow the sun approach for 24x7x365 monitoring of critical business capabilities and platforms. The role requires extensive engagement and close collaboration with multiple partners including all Service Operations colleagues, Technology Application Owners, Enterprise Major Incident Management (EMIM) and IT Service Management partners. This position will report to the VP, Global Technology Operation Services and will have a team of direct reports including colleagues and vendor partner resources.
Key Responsibilities:
  • Execute First touch resolution which includes identification and remediation, either direct or indirect, of issues for the applications and platforms
  • Remediate Level 1 technology issues directly through execution of standard operating procedures
  • Establish critical metrics and reporting for monitoring and issue identification improvements across the enterprise
  • Support midrange and mainframe batch monitoring and remediation activities
  • Manage tuning of alerts and situations from monitoring tools
  • Build end-to-end capability knowledge of applications and platforms within the team with focus on Customer Journeys
  • Participate and assist with service restoration and enthusiastic bridges run by EMIM team
  • Provides feedback with regards to the ECC transparency as part of Problem Management post-mortem process
  • Support Mission Control efforts of major product launches and critical changes through monitoring and customized presentation layer
  • Develop Continuous Service Improvement methodology to reduce/remove repeat occurrence of customer disruption, identify manual processes for refactoring, and identify processes that would benefit from automation/self-healing
  • Lead career development and succession management efforts to ensure retention, motivation and engagement of current future colleagues
  • Provide end to end leadership for all colleagues and contractors


  • Positive relationship skills
  • Proven ability of leading an Enterprise Team through a groundbreaking change
  • Strong communication and negotiation skills combined with an ability to interact effectively with senior leaders, data consumers and technologies
  • Collaborative approach to solving business problems
  • Self-motivated individual who is able to combine exceptional problem-resolution and critical thinking skills to build and apply process
  • Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change
  • Previous experience with large scale service desk or monitoring services a plus
  • Results driven, able to lead and influence and have good work prioritization skills
  • Experience in people leadership including coaching, mentoring and conflict management
  • Practical experience in doing both written and verbal communication effectively to multiple levels within the organization
  • Ability to translate strategic opportunities and emerging technology solutions into tangible and practical plans that can be executed
  • Experience with Infrastructure and Application monitoring processes and industry standards
Strengths You'll Need
  • Adaptive Communication
  • Analytical Thinking
  • Builds High Performing Teams
  • Executive Presence
  • Operations
  • Exposure & Ability to Manage Automations Team
  • Knowledge of Monitoring Tools
  • SRE
  • Cloud compute basics preferred
  • Artificial Intelligence / Machine Learning basics preferred
  • ITIL Processes
  • DevOps
  • Problem Solving
  • Resourcing
Performance Amplifiers
  • Flexibility
  • Collaboration & Teamwork
  • Continuous Improvement
  • Growth Mindset
  • Learning Agility
  • Open Communication
  • Strategic mind set

ReqID: 19009028
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 6, 2019, 2:30:28 AM