Associate Director/Director - Professional Services (ITSM)

Job Description

We are seeking a highly experienced and motivated Director of Technical Services for our Enterprise IT Service Management (ITSM) product line In this leadership role, you will drive the technical strategy, oversee product deployment, and ensure exceptional customer support Your expertise and leadership will be crucial in guiding our implementation teams to success Key Responsibilities: Technical Strategy and Roadmap: Develop and maintain the technical strategy and roadmap for our ITSM product line, aligning with company goals and customer needs Collaborate with product management and stakeholders to prioritize enhancements and new features, based on market trends and customer feedback Technical Leadership: Lead, mentor, and inspire a team of architects, subject matter experts, and technical engineers for high-quality product deployment and delivery Establish best practices and standards for software deployment, quality assurance, and technical support Foster a culture of innovation and continuous improvement Product Deployment: Oversee the design, testing, and deployment of ITSM products for global customers Experience with tools like ServiceNow, HP, BMC, or CA is advantageous Implement processes for Service Strategy, Service Design, and Continuous Service Improvement Lead the development of Service Portfolio and Service Catalog, and establish OLAs and SLAs with stakeholders Strive to establish the team as a Service Management Center of Excellence Work closely with cross-functional teams for timely product releases and updates Customer Support and Success: Ensure exceptional technical support and services, ensuring high customer satisfaction and prompt resolution of issues Act as the escalation point for critical technical issues, collaborating with internal teams and customers Stakeholder Management: Build strong relationships with internal and external stakeholders, including customers, partners, and vendors Provide regular updates to executive management on project status, implementation support, and team performance Qualifications and Experience: Bachelor s or master s degree in Computer Science, Engineering, or a related field ITIL Expert certification is a significant advantage 12+ years of experience in software deployments and technical management, focusing on Enterprise IT Service Management or similar products Proven leadership and mentoring experience with high-performing technical teams Strong knowledge of ITSM best practices and standards (e g , ITIL, COBIT, ISO/IEC 20000) Proven experience managing large-scale customer projects globally Strong customer orientation and excellent relationship management skills Exceptional communication, presentation, and interpersonal skills What We Offer: Competitive salary and comprehensive benefits package A collaborative and innovative work environment Opportunities for professional growth and development Join us at SymphonyAI and make a significant impact on the future of Enterprise IT Service Management solutions We look forward to welcoming a dynamic leader who can drive success and innovation Introduction SymphonyAI is at the forefront of innovation, leveraging cutting-edge artificial intelligence and machine learning technologies to transform industries and drive business growth As a global leader in AI-powered solutions, we empower organizations to harness the full potential of data-driven insights SymphonyAI enterprise applications rapidly deliver transformative business value across retail, CPG, financial services, manufacturing, media, Enterprise IT (SymphonyAI Summit) and the public sector SymphonyAI combines unrivalled AI technology, vertical expertise and industry-specific data and insights into applications that drive the highest value for customers We are one of the largest and fastest growing AI portfolios Job Description Position Summary: We are seeking a highly experienced and motivated Director of Technical Services for our Enterprise IT Service Management (ITSM) product line In this leadership role, you will drive the technical strategy, oversee product deployment, and ensure exceptional customer support Your expertise and leadership will be crucial in guiding our implementation teams to success Key Responsibilities: Technical Strategy and Roadmap: Develop and maintain the technical strategy and roadmap for our ITSM product line, aligning with company goals and customer needs Collaborate with product management and stakeholders to prioritize enhancements and new features, based on market trends and customer feedback Technical Leadership: Lead, mentor, and inspire a team of architects, subject matter experts, and technical engineers for high-quality product deployment and delivery Establish best practices and standards for software deployment, quality assurance, and technical support Foster a culture of innovation and continuous improvement Product Deployment: Oversee the design, testing, and deployment of ITSM products for global customers Experience with tools like ServiceNow, HP, BMC, or CA is advantageous Implement processes for Service Strategy, Service Design, and Continuous Service Improvement Lead the development of Service Portfolio and Service Catalog, and establish OLAs and SLAs with stakeholders Strive to establish the team as a Service Management Center of Excellence Work closely with cross-functional teams for timely product releases and updates Customer Support and Success: Ensure exceptional technical support and services, ensuring high customer satisfaction and prompt resolution of issues Act as the escalation point for critical technical issues, collaborating with internal teams and customers Stakeholder Management: Build strong relationships with internal and external stakeholders, including customers, partners, and vendors Provide regular updates to executive management on project status, implementation support, and team performance Qualifications and Experience: Bachelor s or master s degree in Computer Science, Engineering, or a related field ITIL Expert certification is a significant advantage 12+ years of experience in software deployments and technical management, focusing on Enterprise IT Service Management or similar products Proven leadership and mentoring experience with high-performing technical teams Strong knowledge of ITSM best practices and standards (eg, ITIL, COBIT, ISO/IEC 20000) Proven experience managing large-scale customer projects globally Strong customer orientation and excellent relationship management skills Exceptional communication, presentation, and interpersonal skills