Xanterra Travel Collection Director of IT Service Delivery in GREENWOOD VILLAGE, Colorado
Overview At Xanterra, we are a welcoming community of employees who work hard, share a passion for the environment and enjoy creating unforgettable experiences for our guests in some of the most beautiful places on earth. We are a group of global hospitality and travel companies: We are the largest operator of our country's iconic national parks, including Grand Canyon, Yellowstone, Glacier, Death Valley, and many others; We are the owner of luxury cruise line Windstar Cruises; We are also the owner of a group international adventure travel companies. Our technology team is dynamic with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers. Live. Work. Explore. We are currently seeking a proven and experienced leader to manage and scale our IT Service Delivery team. The driven Director of IT Service Delivery will serve as the primary lead in the organization for delivering IT support services. Reporting directly to the CIO, the ideal candidate will have experience leading organizations through a rapid growth/maturing phase, building operational processes, and partnering with leaders across multi-site operations companies. This is a great opportunity for a strategic operations leader with a proven track record of creative problem solving and change management to join an evolving, mission-driven organization. Responsibilities How you will make a difference: Lead service delivery of Support Desk (requests, incidents, and problems) companywide. Have a customer-service approach. Oversee best-practices deployment and maintenance of ServiceNow IT service management company wide. Responsible for the establishment of SLA’s for associated service offerings, and overall accountability that those SLAs are measured and met. Develop, track and report KPIs, metrics and dashboards to monitor team performance, surface trends and identify root cause issues. Design systems and processes to continually improve the Support Desk function companywide. Manage urgent and complicated support issues. Lead P1 tickets to resolution. Determine root cause of issues, eliminate repeat issues through improved process. Regular ticket reviews to identify trends and develop strategies for continuous improvement. Look for and promote automation and self-service opportunities. Train and mentor onsite support staff and oversee daily activities and performance. Author and update knowledge base articles to ensure consistent repeatable processes. Lead the organization through business operations change management and be an advocate for change. Develop a network of relationships and collaborate closely across geographies. Guide team on IT best practices and standards. Qualifications 5+ years of proven information technology experience. Proven success leading & scaling Service Desk/ITIL support organization. Deep experience with ticketing systems toolsets such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB and Remedy ARS. Strong understanding of enterprise infrastructure, identity, and productivity suites (ie. Okta/SSO, Active Directory, O365, Google Drive, Mobile Device Management/MDM). Experience developing and maintain enterprise CMDB. High degree of process management including ITILv3 and ITSM expertise. Proven experience in defining and deploying 'to be' best practice IT Service Management processes. Experience supporting end user computing technologies (desktop interfaces, applications, voice, mobility), including high touch / high profile customers. Ability to organize and analyze data into information for direct continuous improvement. Team player who enjoys leading a team of highly experienced technical staff with a willingness to share knowledge with others. Ability to learn technology quickly through instruction and self-training. Problem-solving skills across a range of technologies. Positive, proactive work ethic and approach. Strong documentation skills. Strong analytical skills. Preferred Qualifications Bachelor’s Degree in Engineering, Computer Science, or related discipline desired. 5+ years in system and/or network support experience in an enterprise environment desired. Proven experience identifying solutions from a people, process, and technology perspective. Tooling configuration experience strongly beneficial. Deep experience with ServiceNow and thought leader in its deployment and operationalization with an organization. Knowledge of scripting (ie. Python, Bash, PowerShell, Apps Script). Advanced administration experience with ServiceNow, Okta, RingCentral. COMPENSATION: The salary range for this position is $120,000.00 to $145,000.00. BENEFITS: For full-time employees, Xanterra offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Vacation, Sick and Holiday Paid Time Off; 401(k) with Company Match; Employee Assistance Plan; Education Assistance; and Employee Discounts and Travel Deals. EEO: Xanterra is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.