Sr. Director, Service Operations

This is a Full Time Job

Sr. Director, Service Operations
Job Description:

Job Title: Senior Director, Service Operations

Why this could be your next big break:

This is an opportunity to move the needle and make a significant impact within a large global enterprise. Responsibilities include coordinating projects and resources as new business offerings and technologies are developed and implemented within Warner Music Group. Requires excellent communication and technical skills, while working closely with all business units within Warner Music Group in determining design criteria and proof of concept as they relate to each business offering. Other functionality includes acting as engineering liaison to outside engineering entities, project budget management, staffing development and vendor management. Collaborate, design and implement ideas with business leaders from whiteboard to digital delivery and be a true partner with our business leaders. Recognize that as a Service Organization we're there to partner and steward the organization to operate efficiency, drive revenue and manage risk.

Here you'll get to:
• Build, manage and develop the service desk and delivery teams that support the global the enterprise and infrastructure systems portfolio
• Work with the latest and best of breed technologies from Microsoft, Okta, Citrix, O365/Azure, Apple.
• In depth knowledge of ITIL process
• Strong experience in managing and developing ServiceNow for: incident/problems, CMDB, change management, request
• Lead in the architecture, design and implementation of new technologies as well as new product features/functions.
• Employ application portfolio management principles to develop a repeatable, end-to-end process that supports the creation, usage, and maintenance of an accurate and achievable application roadmap
• Determine the priority of the application dispositions for rollout and optimize the application roadmap approach
• Must posse an in-depth knowledge of; Windows server, Active Directory, O365, Citrix (application, desktop), file/print, desktop engineering, virtualization, systems/network security, and application load balancing.
• Maintain and improve upon systems availability. Evaluates, and make recommendations on new technology and takes part in vendor selection.
• Ensure alignment between business and technical objectives
• Work in a highly creative environment and solve new problems everyday
• Set policy and governance to evolve with the ever-changing threat and compliance landscape
• Collaborate across multiple technology and business disciplines globally
• Be a leader in a global team where all options are on the table
• Have a place to go beyond ''thinking your thoughts'', but be able to shape them, stretch them, land and fly them

Rockstar candidates will be able to:

10 years previous management and engineering on using the following skills:
• Previous system administration experience on multiple operating systems (Windows, O365, Citrix).
• Active Directory engineering and configuration of: OU, resources, security principals, replication/trusts, DNS/name space, group policy management, schema development, access/rights management, ADFS, SSO, domain/forest creation, quest migration tool.
• Microsoft Office 365: SharePoint and Skype
• Windows server builds, and deployments via SCCM
• Mac builds, and deployments via Jamf/Casper
• Develop key operating metrics to identify trends and proactive solutions to meet service level agreements and reduce MTTR
• Through understand of core network protocols: TCP/IP, UDP, SNMP, DNS, DHCP, SMTP, etc. in a distributed computing environment.
• Able to exercise good judgment, resolve issues, and facilitate successful resolution of operational or application issues and constraints.
• Able to obtain, understand and interpret performance data.
• Exceptional communication skills, both written and oral.
• Ability to multi-task and adjust priorities based on workload