Director IT Service Management

Overview

The Director, Global IT Service Management is responsible for ensuring that IT services are delivered effectively, efficiently, and in alignment with business needs. This role blends leadership, process optimization, and customer-centric thinking to elevate the quality and reliability of IT operations. Key responsibilities include leading teams, overseeing ITIL-based frameworks like incident, problem, and change management, establishing performance metrics, managing service delivery, and driving continuous improvement initiatives. This role also involves developing a service catalog, ensuring service level agreements (SLAs) are met, and collaborating with stakeholders to achieve IT and business goals. This role reports to the Vice President and Chief Information Officer, Cook Group and Cook Medical.

**This position requires hybrid availabilty and to be located within 2 hours of Bloomington, IN.**

“For this position, qualified candidates must be legally authorized to be employed in the United States. Cook does not intend to provide sponsorship for employment visa status for this employment position now or in the future.”

Responsibilities

ITIL 4 Framework Implementation:

• Lead organization-wide adoption of ITIL 4 practices including Service Value System (SVS) and Service Value Chain, implementing continual improvement processes that maximize service availability and significantly reduce mean time to resolution through structured problem-solving approaches.
• Develop and lead the ITSM strategy, aligning with organizational goals and ITIL best practices. 

Advanced Incident and Problem Management:

• Establish sophisticated incident management workflows with automated escalation procedures, root cause analysis protocols, and knowledge management systems that substantially reduce recurring incidents and improve first-call resolution rates through comprehensive documentation and training.
• Oversee core ITSM processes such as Incident, Problem, Change, Request, and Knowledge Management.
• Ensure compliance with governance, risk, and regulatory requirements. 

Change and Release Management Excellence:

• Implement comprehensive change advisory board (CAB) processes, automated change approval workflows, and release management practices that achieve high successful change implementation rates while maintaining system stability and minimizing unplanned outages.
• Drive service excellence through continuous improvement, automation, and performance metrics.

Service Catalog and Request Fulfillment Optimization:

• Design and maintain enterprise service catalogs with self-service portals, automated request fulfillment processes, and SLA monitoring that significantly improves user satisfaction and reduces manual processing through streamlined workflows and automation.
• Manage the service catalog, SLAs, and OLAs to ensure transparency and accountability.

Global Users Support

• Design and lead the global users support team, strategy and execution – users support, new software request, troubleshooting, Receive/execute Support requests, manage approvals, manage new & existing user experience when joining Cook & interacting with IT, manage user requests, new user setup, fulfill user service requests for tools, support end users, triage tickets
• Design and lead the global users support team at the locations and manufacturing environments.
• Support the production environment and label printing.
• Design and manage the VIP user's support.

User Experience:

• Design and deliver IT customer service to enable Cook IT user's awesomeness.
• Champion user experience, gathering feedback and driving innovation and enhancements across IT services.
• Lead cross-functional teams and collaborate with infrastructure, application, and support teams.
• Enable and implement technologies adoptions strategies.

Organizational Leadership:

• Establish, classify, and maintain documented business process and data process flows; define the expectations and vision for the process(es) and appoint process owner(s) as appropriate 
• Develop and manage systems, metrics, and internal training activities needed to support objectives 
• Adhere to established business plans and manage all costs incurred  
• Foster a supportive and productive work environment that aligns with Cook culture and values 
• Support employees in mapping a career pathway, and provide development opportunities to help them meet their objectives 
• Evaluate continuous improvement opportunities accordingly and implement, if appropriate, as we strive to improve and evolve our processes and procedures   
• Collaborate, negotiate and influence other executives, staff, board members, and external parties on behalf of Cook, Divisions, Functions, Entities, etc.   
• Manage and safeguard all Cook Medical intellectual property 
• Ensure that all aspects of the organization operate holistically in support of our objectives as stated in our Annual Business Plan and in compliance with the Cook Group Code of Conduct and written standards 
• Ensure all communications (verbal and written) are within Cook Medical’s Ethics and Compliance guidelines 
• Lead, hire, support, and provide guidance to all direct reports in compliance with the Cook Group Code of Conduct 
• Establish and maintain open communications to ensure employee engagement and participation  
• Promote and safeguard the organization’s culture and its reputation as an ethical company, inclusive and respectful employer, and good neighbor 

Qualifications

Essential Regional or Country Requirements Education and/or Work Experience

• Bachelor's Degree in Information Systems, Business, or related field required, MBA preferred
• 10 years of relevant/management experience
• Deep knowledge of ITIL frameworks and service management tools (e.g., ServiceNow, BMC) preferred
• ITIL Certification preferred

Knowledge and Skills and/or Abilities

• This role requires mastery in Artificial Intelligence (AI) and data concepts, including the ability to assess feasibility and risk of AI use cases, design or coordinate workflow-level AI solutions, guide teams on responsible AI governance, mentor others, and contribute to organizational policies and ethical decision-making.
• Experience with cloud services, automation, and digital transformation initiatives
• Excellent communication, stakeholder engagement, and project management skills
• Excellent interpersonal skills with ability to influence others at various levels
• Good working knowledge of Microsoft Office
• Proven problem-solving skills across a matrix organization
• Excellent organizational skills
• Highly motivated self-starter
• Availability and willingness to travel on company business based on requirements of the role (domestically and internationally)

Physical Requirements

• Requires occasional early morning or evening teleconferences
• Works under general office environmental conditions
• Sits for extended periods, utilizes close visual acuity working with computers, etc.