NVIDIA is seeking a Director of IT Operations to build the IT Service Management Office. You will serve as a strategic leader within the IT organization, collaborating multi-functionally and with all IT to drive performance and employee productivity. You will be responsible for driving ITIL practices and strengthening the service management team, as well as adopting our AI Operations Technology to drive resiliency across services. The successful candidate would be able to leverage an execution mindset to facilitate the effective translation of strategic plans to incremental delivery of impact to the business. Structured thinking, problem-solving skills, and exceptional communication abilities will be crucial for success in this role as you build strong teams that partner with engineering and operations teams across NVIDIA.What you’ll be doing:Maintain visibility across the SMO function, demonstrating our core values and promoting the Service Management strategy.Lead end-to-end resolution of incidents within the domain, serving as the senior management critical issue and executive communications point during major issues.Identify, define, and continuously improve new and existing policies, standards, and framework for IT Operations, Support, and Service Management governance. Implement and maintain a process structure aligned to global standards that meets business needs while balancing compliance with risk and costOwn continual improvement and ongoing process maturity through regular reviews of the business needs, process, tools, trend analysis, metrics reporting, and regular engagement with partners for all aspects of IT Service Management & Technical Support ServicesWork with business customers and technology partners to analyze current state and design / prioritize updates and improvements for: Service Management (Service Catalog, Request management, SLAs, Governance, Reporting, Case Management, Knowledge Management, Incident (SLA/SLOs, Major Incident support), Problem (RCAs, Knowledge management), Asset,(CMDB, Service dependencies, IT comms), etcDevelop performance measures, and reporting to communicate status of customer issues, overall systems health, stability, compliance, service levels etc for internal partners and executivesPartner with ServiceNow Platform Dev team to enable AIOps efficiencies across the platformDrive Topology definition and deployment for event correlation and create a Single Pane of Glass with a NOC functionWhat we need to see:15+ overall years of hands-on experience in a leadership technology role / organization combined with strong management and communication skills5+ years directly managing teams responsible for and / or managed SRE or SRO Function or Service ManagementStrong Site Reliability Engineering experience ( SRE)Experience using ServiceNow ITSM and implementing ITIL foundationDemonstrated ability to implement mature ITSM practices in a fast-growing organizationDemonstrated ability to develop strong alliances with those outside of your immediate organizationServiceNow certification: (e.g., ServiceNow Certified System Administrator, Certified Implementation Specialist).Strong knowledge of IT Service Management principles and standard methodologies, with hands-on experience in designing and implementing ITIL-based processes using ServiceNow.BS in Engineering, CS or equivalent experienceWays to stand out from the crowd:In-depth understanding of ServiceNow modules and functionalities, including Incident Management, Problem Management, Service Catalog, and Service Level Management.Excellent analytical, problem solving, and decision-making skills, with the ability to prioritize tasks and meet deadlines in a fast paced environment.Strong leadership abilities with the capability to motivate and inspire a team, champion collaboration, and get results.ITIL Certification. Minimum, ITIL V4 foundation. Preferred, ITIL v4 Managing Professional. ITIL v4 Strategic Leader.NVIDIA is widely considered to be one of the technology world’s most desirable employers. We have some of the most forward-thinking and hardworking people in the world working for us. If you're creative and autonomous, we want to hear from you!The base salary range is 264,000 USD - 402,500 USD. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.You will also be eligible for equity and benefits.NVIDIA is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.
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