Easter Seals Jobs

Job Description

The Director, IT Field Services will lead in the creation, execution and enforcement of policies and procedures regarding IT Support. Manage large line of business technology programs. Provide communication and guidance to Regional IT Directors & Operational leaders in the field. Acts as a central point of contact for operations leadership and Regional Tech teams. Works to develop and enhance support methodology across all aspects of IT. Employs considerable creativity, innovation and design skills in performing this function.The Director, IT Field Services will lead in the creation, execution and enforcement of policies and procedures regarding IT Support. Manage large line of business technology programs. Provide communication and guidance to Regional IT Directors & Operational leaders in the field. Acts as a central point of contact for operations leadership and Regional Tech teams. Works to develop and enhance support methodology across all aspects of IT. Employs considerable creativity, innovation and design skills in performing this function.

Job Responsibilities

? Manage the day-to-day goals and activities of IT within the LOB; partner with the VP of Technology and Innovation to set/manage day to day priorities, align resources, develop, corrective actions.

? Act as the voice of the customer internally; as the steward of customer service, work cross-functionally with IT, and Business owners to ensure Services are maximized for availability and productivity for customers (Internal and External)

? Supervise Technology Product & Project Manager

? Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Service performance throughout the LOB

? Provide continuous process improvement strategies to improve the business operation.

? Develop tools, processes, and best practices to ensure customers realize the greatest possible value existing technology

? Liaise with technical support, and other areas of the business to ensure customer satisfaction

? Define and communicate project / day-to-day milestones with PM?s, work on service level agreements (SLAs) with Region Technology Teams, and resource allocations to management as required.

? Achieve / exceed target KPIs for service availability including but not limited to satisfaction and retention

? Validate Service level agreements (SLA) and publish KPI reports for tracking purposes.

? Advise on-boarding of accounts with LOB customers, maximizing the adoption of existing IT Service to meet customer needs

? Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction

? Serve as the LOB Service subject matter expert (SME), providing guidance and addressing challenges

? Use Data to gain insights, increase stability, provide guidance and increase customer satisfaction

? Participate in the identification of vulnerabilities and their mitigation

? Serve as the primary interface to manage and resolve any Service situations

? Manage resolution of incidents and problems in the field, and act as escalation point for urgent and complicated support issues.

? Responsible for service now analytical data to provide to Regional Tech Teams and Leadership to show statistics for support efforts and critical items in the field.

? Communicate directly with VP Technology and Innovation and Regional Technology Directors on a regular basis.

? Provide guidance to Field IT staff to ensure proper training, performance and productivity goals are aligned with IT strategies.

? Manages time and resources effectively while balancing the priorities of the most important goals and outcomes. Relying on ServiceNow for data in decision making processes.

? Ensure a high level of quality assurance and customer service is maintained

? Maintain site IT hardware inventory for LOB. Integrate inventory list to ServiceNow.

? Create and enforce ITSM policies to meet our goals.

? Manage service providers and provide ITSM guidance to team peers

At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice.

Qualifications

• Bachelor?s Degree in Information Technology or a related field is required.

• Master?s Degree and/or professional certifications in ITIL, ITSM, Lean Six Sigma preferred.

• More than ten years of experience with a progression of responsibility, but not limited to, in-depth, hands-on expertise with large and complex hospitality and point-of-sale solutions, including deployments costed over $1M. Strong analysis, organization, communications, interpersonal skills and project management skills are essential.

• Solid proactive decision-making skills required.

• Experience with hospitality customer technologies is required. Experience leading distributed teams is required.

• Excellent analytic skills, Knowledge of ITIL practices and Service Now software.

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook , Instagram and Twitter .