Director, IT Services Management

Role Overview: As the Director of IT Services Management at Fiserv, you will lead the FICC (Fiserv Incident Command Center) by overseeing day-to-day operations, monitoring Major Incidents, and ensuring timely escalation and communication during emergencies. Your role will involve collaborating with various departments to streamline communication, provide guidance to Major Incident Managers, and drive process enhancements for efficient incident management. Key Responsibilities: - Oversee Major Incident Management, NOC, ART, and Client Communications on designated shifts - Coordinate with departments for seamless communication and coordination during Major Incidents - Provide guidance, training, and support to Major Incident Managers to meet KPIs and comply with company policies - Assist in coordinating Major Incident responses for safe and effective resolution - Identify process enhancement opportunities and implement best practices for improved efficiency - Participate in 'Continual Service Improvement' initiatives and monitor key metrics for performance evaluation - Develop and deliver training programs to enhance Major Incident Management skills and knowledge Qualifications Required: - 10+ years of experience in a command center or similar environment - 7+ years of experience with command center technologies like ServiceNow, Confluence, Splunk, Dynatrace, etc. - 5+ years of experience in a supervisory role within a Command Center - Proficient in MS Office Tools and ServiceNow - Bachelors degree in a related field or equivalent combination of education and work experience Additional Company Details: Fiserv is a global leader in Fintech and payments, connecting financial institutions, corporations, merchants, and consumers worldwide. If you seek to make a global impact, Fiserv offers an opportunity to contribute to moving money and information in a way that shapes the world's financial landscape. Role Overview: As the Director of IT Services Management at Fiserv, you will lead the FICC (Fiserv Incident Command Center) by overseeing day-to-day operations, monitoring Major Incidents, and ensuring timely escalation and communication during emergencies. Your role will involve collaborating with various departments to streamline communication, provide guidance to Major Incident Managers, and drive process enhancements for efficient incident management. Key Responsibilities: - Oversee Major Incident Management, NOC, ART, and Client Communications on designated shifts - Coordinate with departments for seamless communication and coordination during Major Incidents - Provide guidance, training, and support to Major Incident Managers to meet KPIs and comply with company policies - Assist in coordinating Major Incident responses for safe and effective resolution - Identify process enhancement opportunities and implement best practices for improved efficiency - Participate in 'Continual Service Improvement' initiatives and monitor key metrics for performance evaluation - Develop and deliver training programs to enhance Major Incident Management skills and knowledge Qualifications Required: - 10+ years of experience in a command center or similar environment - 7+ years of experience with command center technologies like ServiceNow, Confluence, Splunk, Dynatrace, etc. - 5+ years of experience in a supervisory role within a Command Center - Proficient in MS Office Tools and ServiceNow - Bachelors degree in a related field or equivalent combination of education and work experience Additional Company Details: Fiserv is a global leader in Fintech and payments, connecting financial institutions, corporations, merchants, and consumers worldwide. If you seek to make a global impact, Fiserv offers an opportunity to contribute to moving money and information in a way that shapes the world's financial landscape.