Cook Group

Director, Global IT Service Management

Cook Group

full-time

Posted on:

Location Type: Office

Location: Bloomington • United States

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Job Level

Lead

Tech Stack

CloudServiceNow

About the role

  • Ensure IT services are delivered effectively, efficiently, and in alignment with business needs
  • Lead teams and oversee ITIL-based frameworks like incident, problem, and change management
  • Establish performance metrics and manage service delivery
  • Drive continuous improvement initiatives
  • Develop a service catalog and ensure service level agreements (SLAs) are met
  • Collaborate with stakeholders to achieve IT and business goals
  • Implement continual improvement processes
  • Design and maintain enterprise service catalogs with self-service portals
  • Support a global user support team and manage user experience
  • Enable and implement technology adoption strategies.

Requirements

  • Bachelor's Degree in Information Systems, Business, or related field required, MBA preferred
  • 10 years of relevant/management experience
  • Deep knowledge of ITIL frameworks and service management tools (e.g., ServiceNow, BMC) preferred
  • ITIL Certification preferred
  • Mastery in Artificial Intelligence (AI) and data concepts
  • Experience with cloud services, automation, and digital transformation initiatives
  • Excellent communication, stakeholder engagement, and project management skills
  • Excellent interpersonal skills with ability to influence others at various levels
  • Good working knowledge of Microsoft Office
  • Proven problem-solving skills across a matrix organization
  • Highly motivated self-starter
  • Availability and willingness to travel on company business based on the requirements of the role (domestically and internationally).
Benefits
  • Health insurance
  • Paid time off
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITIL frameworksservice management toolsArtificial Intelligencedata conceptscloud servicesautomationdigital transformationperformance metricsservice level agreementsservice catalog design
Soft Skills
communicationstakeholder engagementproject managementinterpersonal skillsinfluenceproblem-solvingself-starterteam leadershipcollaborationcontinuous improvement
Certifications
ITIL CertificationBachelor's Degree in Information SystemsBachelor's Degree in BusinessMBA