Position Responsibilities
The Director of Cloud Information Technology Service Management will lead to strategic ITSM and supporting technologies, platforms, process roadmaps, and teams to modernize and elevate the IT service experience. Responsible for leading direct reports, core ITSM, ServiceNow, and Customer Service management programs Readiness programs, processes, and/or major projects. A proven leader regarding the utilization of technology to develop and/or optimize processes and cloud service management. This is a senior role, team member will be responsible for working with a range of stakeholders from a variety of levels across the organizations, including Project Managers, Customer support and Program Managers, Directors, Functional Leads, Cloud Leadership, and vendors.
- Define and implement a strategy to drive the adoption of service management and operational best practices relevant to cloud computing services.
- Define, deliver, and optimize enhancements within the ServiceNow platform, including the implementation of resourcing and forecasting functionality to maximize efficiency.
- Partner with cross-functional groups on key business requirements and deliverables including but not limited to:
o Financial and Project Status Reporting
o Cloud Governance, compliance and risk standards
o Configuration Management Practices
- Lead the Cloud Management teams to establish, define, and unify ITIL service management framework across key concepts, controls, and training.
- Continuously assess and implement consistent Operational Readiness activities across Cloud.
- Establish and Lead the Global Cloud Service Management team for providing round clock Incident Management, Change Management, and problem management for SAAS services. This role will be responsible for the intake, prioritization, and release of features that enable positive business outcomes
- Build and maintain team resource allocation and capacity plan while leading, mentoring, and developing team members
- Cultivate a u0027bias for actionu0027 approach that balances the need to run at the speed of the business with driving scalable and sustainable solutions.
- Establish and adhere to objectives, budgets, schedules, and work plans as required by the business unit.
- Successfully lead and built Customer facing Service Management teams for running 24X7 Incident Management, Problem, and Change management operations.

Qualifications
Roles and Responsibilities
- Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting.
- Lead team to develop, implement and maintain core IT Service Management processes within ServiceNow including but not limited to: Change, Incident, Problem, Request, CMDB, Discovery and Service Catalog.
- Successfully transforming the cloud organization by delivering best practices supporting Service Management and overall Operations Service Delivery.
- Partner with Cloud leaders and process owners to define and deliver the ServiceNow Platform roadmap, advancing capabilities to drive efficiency across the organization.
- Ensure that the ServiceNow platform is upgraded on a timely basis consistent with licensing and contractual requirements.
- Monitor team delivery and ensures that processes are effective and efficient via continuous improvement.
- Defines and communicates key process indicators, policies and process changes to all Cloud team members and contractors.
- Partner with Cloud SRE, Application and Infrastructure delivery teams to continuously enhance CMDB, optimize application monitoring and alerting, and implement large, complex processes and/or workflows.
- Evaluate Cloud workflow processes, remediate gaps in operational processes and provide ongoing optimization recommendations and documentation.
- Collaborate and support integrations with external enterprise systems such as Salesforce, SharePoint, and other enterprise platforms leveraging third party solutions and, as necessary, other tools, as well as custom development
- Integrations with other SAAS applications and technologies to support business use cases.
- Own strategic vendor partner relationships to execute roadmap initiatives, budgeting/invoicing and to ensure platform and contract compliance.
- Lead monthly/quarterly business and technical reviews with ServiceNow management leadership.
- BS in Computer Science or related technical discipline and US Citizen

- 15 years of overall Information Technology management experience (ITSM for Software as a service provider)
- 10+ years of hands-on experience in implementing and leading ITIL and service management practices and teams.
- Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.
- Experience working in ServiceNow (or similar) ITSM technology platform and key related modules such as ITSM, ITOM, GRC, etc.
- Demonstrated experience in leading process improvement.
- Proven ability to manage and lead others
- Excellent communication skills
- Knowledge of data migration & integration tools and methodologies, APIs & Web Services
- Excellent analytical and quantitative skills or experience. Logical/Perceptive, problem-solving, detail-oriented, solution-oriented
- Certifications, such as PMP or ITIL, considered a plus.

Company Summary
Better software means better projects. Deltek is the leading global provider of enterprise software and information solutions for project-based businesses. More than 30,000 organizations and millions of users in over 80 countries around the world rely on Deltek for superior levels of project intelligence, management and collaboration. Our industry-focused expertise powers project success by helping firms achieve performance that maximizes productivity and revenue. www.deltek.com

Deltek, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.