Sr. Director Production Operations

Company: Fortive Corporation
Location: Raleigh
Posted on: January 25, 2025

Job Description:

THE ROLEIn close partnership with NewCo's VP of Infrastructure and Operations, the Sr. Director, Production Operations is a strategic and hands-on leadership role responsible for overseeing the operational efficiency and scalability of IT infrastructure and services. This position ensures seamless delivery of IT services to support the organization's strategic objectives and operational needs. The ideal candidate is a visionary leader with strong technical expertise and a proven track record of managing complex IT environments.REPORTS TOVP, Infrastructure ServicesTEAMTeam consists of FTEs, Contractors, and a Third-Party Managed Service ProviderLOCATIONPreference for this person to be based in Raleigh, NC or Bangalore, India; hybrid / remote +30% travel also acceptable.WHAT YOU WILL DO

• Oversee optimization of ITSM processes, including incident, problem, change, and configuration management.
• Monitor and analyze ITSM metrics and KPIs, driving improvements in operational efficiency and service quality.
• Collaborate with cross-functional teams to ensure IT services align with business needs and deliver maximum value.
• Lead the incident management process to ensure rapid identification, escalation, resolution, and documentation of incidents.
• Lead the team to conduct blameless post-incident reviews to identify root causes and implement corrective actions.
• Monitor incident trends and drive continuous improvements to reduce recurrence and improve response times.
• Manage the lifecycle of problems, from identification and analysis to resolution and prevention.
• Collaborate with technical teams to perform root cause analysis (RCA) and implement long-term fixes.
• Drive proactive problem management initiatives to mitigate potential risks and enhance system reliability.
• Manage the day-to-day operations of the IT service desk, ensuring timely and efficient resolution of employee support requests.
• Establish and enforce service desk standards, SLAs, and escalation procedures.
• Drive initiatives to enhance employee support experiences, including self-service tools and knowledge base resources.
• Monitor service desk performance through metrics and KPIs, implementing improvements as needed.WHO YOU ARE
  • Education: Bachelor's degree in information technology, Computer Science, or a related field.
  • Experience: Minimum of 8 years of experience working with the ServiceNow platform, with at least 5 years in a leadership role within a similar-sized global organization, managing a diverse technology team across time zones.
  • Rapid Problem-Solving: Utilize your adaptability and problem-solving skills to swiftly address stakeholder challenges and remove roadblocks to adoption at scale.
  • Technical Expertise: Deep understanding of ServiceNow platform, best practices to optimize development lifecycle, development best practices, and understanding of ITSM, HR, SIR, VM modules.
  • Leadership Skills: Proven ability to lead and inspire a team of technology professionals, fostering a culture of collaboration and continuous improvement.
  • Strategic Thinking: Strong strategic thinking and problem-solving skills, with the ability to develop and execute a long-term technology vision.
  • Communication Skills: Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.
  • Vendor Management: Experience in managing vendor relationships and negotiating contracts to ensure the best value for the organization.OUR CULTURESpread across operating companies, teams, and time zones, the NewCo culture is a powerful unifying force. It's a commitment to continuous improvement and striving for better every day. It's facing challenges head on, speaking your mind, and being yourself. It's working together for a sustainable future. It's celebrating wins and learning from failures as a team.OUR VALUESWe build extraordinary teams for extraordinary results. We invest in our people. We are always leaning into the next challenge, imagining the next breakthrough, and designing the next innovation.Customer success inspires our innovation. Our story is intertwined with our customers'. Their goals are our inspiration. Our innovations are their path to success. Together, we make each other better.Kaizen is our way of life. Kaizen means we can always do better. It's the reason we never settle. This commitment to better is the key to our growth and deeply ingrained in our culture: learning from our successes and failures, growing as individuals and teams, and always looking for ways to improve.We compete for shareholders. Competing for shareholders keeps us on task, always looking for the most efficient ways to improve our companies' performance. The better we serve our customers, the more value we create, to fuel innovation across our businesses. This helps us keep loyal shareholders and employees, for the long haul.
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Keywords: Fortive Corporation, Durham , Sr. Director Production Operations, Executive , Raleigh, North Carolina