Reporting to the VP Infrastructure & Service Operations, this role is pivotal in driving organizational change and optimizing IT services. The role is accountable for the proactive identification, analysis, and delivery of opportunities to improve service, efficiency, resiliency, and effectiveness within the function. Strategic vision and leadership are essential for successful transformation.

As the AVP of Service Management, you would be the face of IT to all the business unit leads (global and local). You would focus on building strong relationships and partnering with key stakeholders to proactively optimize and solve for the future. The right candidate will identify opportunities, understand existing processes, and partner with key leaders to map out how we might deliver services differently, the proverbial "better, faster, cheaper." This candidate will translate findings into actionable plans with clear KPIs through deep governance and reporting.

Key Responsibilities

• Strategic Leadership and Vision: Develop and execute strategies to enhance IT service delivery, efficiency, and effectiveness. Create end-to-end plans for service improvements, including technology adoption, service transitions, and ways of working improvements.

• Service Management and Incident Handling: Oversee all Service Management activities, including Major Incident Management. Ensure operational grip, evaluate risks and benefits, and maintain compliance with governance policies.

• Transformation and Continuous Improvement: Drive organizational change and optimize IT services. Identify opportunities for improvement, perform analysis, and translate findings into actionable plans with clear KPIs.

• Leadership and Collaboration: Lead teams that don’t directly report to you by fostering a collaborative and innovative environment. Influence and manage expectations of senior leaders and stakeholders, presenting progress updates, and facilitating decision-making processes.

• Budget and Resource Management: Manage a complex budget and handle multiple/conflicting priorities. Appropriately prioritize and allocate resources to ensure the successful delivery of services.

Education and Skills

• Bachelor's Degree in Computer Science, Information Systems, or a related field is required.
• Willing and able to work 3 days a week onsite in Columbus, OH (daily travel not reimbursed)
• Proven experience in IT service management, process improvement, and transformation.
• Strong leadership, communication, decision-making skills, and ensuring accountability.
• Experience in developing and implementing plans, delivering services, and managing diverse teams in a fast-moving, virtual, international, and high-challenge work environment.
• Extensive knowledge of the ITIL framework, IT Outsourcing/Near-shoring/hybrid environments at a local, regional, and global scale.
• Ability to manage multiple/conflicting priorities, direct and manage change, and engage with senior leadership and key business sponsors.
• Strong self-motivation, ability to work independently with little supervision, and a bias for action.
• Strategic and analytical thinker, comfortable working with ambiguity and uncertainty.

Our people are passionate about what they do, the products they sell, and the customers they serve. If you're looking for an opportunity to be part of a work family that values collaboration, innovation, and dedication, we're the right company for you.

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This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.

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