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ITSM Director

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Job Details
Job Order Number
Company Name
Medline Industries Inc
Physical Address
See Job Description for Address
Mundelein, IL 60060
Job Description

Job Description
Medline’s IT Service Management team is responsible for ensuring Medline’s investments in technology are designed, implemented, and operate to meet business goals. The strategic scope of the team includes functions like I/S Change/Risk Management, Incident Management, Problem Management, Capacity Planning, and Business Continuity. Tactical scope includes the I/S Operations Command Center.

This Director of ITSM role will focus on the I/S Operations Command Center, Enterprise Run (App/Ops), Change Execution/Coordination, Incident Management, and Business Continuity.


  • Formulate plans for the design and implementation of all areas of responsibilities (CMDB, Incident, Problem, Change, Release, Vendor, and Disaster Recovery)

  • Establish a vision for the team, adapting frameworks like ITIL and COBIT.

  • Defines, develops and manages a comprehensive and integrated ITSM landscape, based on best-practice processes, disciplines and related toolsets

  • Directs the development of an IT sourcing strategy and provides executive oversight for strategic vendor and partner relationship management

  • Monitors IT vendor performance, and analyzes performance data to drive recommendations

  • Challenges and provides process improvement strategies on existing procedures and processes across the team and risk organization to achieve efficiencies

  • Transform IT service management (ITSM) with a more agile approach in parallel with the traditional development approach

  • Establish and maintain trusted relationships with technology development, deployment leads and the Digital product and technology leads

  • Develops and implements the disaster recovery strategy, program and standards

  • Coordinates and mentors the Information Technology team members on the creation and maintenance of the disaster recovery (DR) plans

  • Oversees the planning, coordination, scheduling, and execution of the disaster recovery exercises to validate the DR plans

  • Recommends and assists in the implementation of risk mitigation procedures for disaster recovery

  • Collaborates to define, document, and plan for Service Level Agreements (SLA’s) that support Recovery Point Objectives (RPO’s), Recovery Time Objectives (RTO’s), and availability requirements

  • Collaborates with the Information Technology team members to identify and remediate gaps with the architecture to meet the SLAs

  • Serves as Configuration Management Process Owner and leads CMDB Architects to define the scope of the Configuration Management processes, what Configuration Items (CIs) are to be controlled, and the information that is to be recorded within the CMDB

  • Develops and implements Configuration Management standards, plans, processes and procedures in line with the goals of the enterprise

  • Documents Configuration Management data sources and recommend those that best meet CMDB requirements

  • Ensures integrity of CMDB Data and integrations with the IT Asset Discovery Tools

  • Develops a roadmap and integration strategy for Software Asset Management

  • Ensures that CMDB data is available and reliable to support other ITSM processes (Change, Incident, Problem, etc)

  • Directs, prioritizes and schedules audits of the CMDB and initiates corrective actions to ensure compliance to established baselines

  • Work closely with all IT stakeholders and business units to understand their requirements and deliver solutions accordingly

  • Collaborate with all levels of management and assist senior management with the development of strategic and tactical planning

  • Conduct analysis frequently to ensure departmental segment is in line with corporate goals and objectives

  • Ensure that all support service levels are being meet across IT

  • Define, implement and maintain all escalation and notifications strategies for all areas of responsibilities

  • Direct the activities of and assign areas of responsibility to Managers and Supervisors within IT Service Management teams

  • Oversee and determine the direction and enhancement of the ITSM processes and strategies to meet the needs of the organization

  • Create executive reporting showing meaningful metrics in all areas

  • Create and maintain a service oriented culture, with regular internal customer feedback

  • Perform other duties as assigned

  • Conform with all company policies and procedures

  • Perform research and stay abreast of the latest developments in IT Service Management technologies, trends and legislation

  • Make changes to support designs as needed

  • Communicate information to proper management as needed

  • Prepare and present cost estimates for current and proposed support activities as needed

  • Manage and operate within assigned budget Assist senior management with the development of the annual budget

  • Represent the IT department at management meetings as needed


    VP Data and IT Services

    Job Qualifications

  • Advanced understanding of IT Service Management (ITSM) best practices and processes (CMDB, Incident, Problem, Change, Release, Vendor, and Disaster Recovery)

  • Advanced working knowledge of IT Infrastructure Library (ITIL) best practices and processes and IT Service Management lifecycle

  • Expertise in managing third-party relationships (domestic, near-short, off-shore)

  • Understanding of third-party SOC reports

  • A comprehensive knowledge of the general direction of the ITS industry

  • Deep understanding of project management, and process improvement methodologies

  • Strong management, analytical, organizational and communication skills (both verbal and written) are required

  • Should possess good interpersonal skills with the ability to communicate system/network status information to all levels of the company Ability to train, coach, delegate and lead others

  • Ability to make effective management, day-to-day operational and procedural decisions Ability to analyze and solve problems

  • Ability to prioritize tasks and ensure their completion in a timely manner

  • Ability to build and maintain working relationships with leadership, peers, and partners

  • Ability to independently develop strategic and operational plans for departmental segment

  • Bachelor’s Degree in Business or Computer Science or equivalent work experience preferred

  • Previous supervisory experience required

  • Greater than 10 years of progressing responsibility and experience in IT Service Management and Disaster Recovery required

  • Greater than 10 years of progressing responsibility and

    VEVRAA Federal Contractor
    Request Priority Protected Veteran Referrals
    EOE -Veteran /Disabled/Minority/AA/F/M/SO

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