Job description
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets
Job Description :
Department:
Infrastructure – Service Assurance
Position:
Director of Service Assurance
About News Corp
News Corp is a global, diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers throughout the world. The Company comprises leading businesses across a range of media, including: news and information services, digital real estate services, book publishing, digital education, and sports programming and pay-tv distribution.
About the Role
We have an exciting role for a Director of Service Assurance, who will work closely with other members of the Infrastructure ServiceNow and Operations teams as well as business units globally to ensure the stability and growth of the Service Assurance discipline. The Director of Service Assurance will bring expertise and provide overall guidance on best practices and standards to serve all of News Corp business and technology groups. The position will require the ability to multi-task and work independently, as well as work collaboratively with teams, some of which may be geographically distributed.
This role reports to the Global Head of Service Assurance within the Global Infrastructure Engineering team.
Responsibilities
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Responsibility for the complete Service Assurance function across News Corp and its subsidiaries -
Ownership of Service Assurance and Service Management, including service quality and improvement, customer satisfaction, service strategy, service introduction and transition
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Ensure that service performance is properly controlled and monitored, and that issues are captured and resolved quickly and in accordance with business objectives by establishing and maintaining strong, productive relationships with the IT and business units
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Define the vision and roadmap for Service Assurance at News Corp
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Develop an effective operating model with a global mindset
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Lead a team of ITSM process SME's to establish and refine the governance structure of the overall service assurance disciplines based on industry best practices
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Management of teams in disparate international locations
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Effectively leverage the ServiceNow platform capabilities to drive process compliance
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Host Operational Review Boards with business units
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Create a process improvement strategy aligned to evolving business needs and organizational change
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Establishment of continuous service improvement programs
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Successful management of service lifecycle activities from strategic planning and initiation through implementation
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Ensure that the Service Level Management process and working practices are effective and
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efficient
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Strong operational focus on achieving service excellence through strong customer engagement
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Establish a Community of Practice for ITSM processes, building and sharing best-practices, setting standards and up skilling resources across functional boundaries
Qualifications
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8+ years’ relevant experience in Information Technology
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6+ years leading the Service Assurance discipline in a global environment
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ITILv4 certified
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Adept at creating a world class, reliable, predictable stakeholder experience through high quality operations across the enterprise, as well as being skilled at leading teams to constantly improve and optimize those offerings through automation and innovation
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Background in developing and driving strategic and tactical Service Management functions for business units, aligning these functions with corporate direction and implementing plans to deliver and improve services while achieving targets.
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Extensive experience in hands-on process improvement for global companies
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Proven ability in strong relationship building and understanding of client requirements and objectives
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Proven ability in developing, nurturing, and leading successful delivery teams, and to value and reward the contribution of individuals in a team environment.
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Undergraduate degree in Computer Science or related fields preferred
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Excellent written and verbal communications skills
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Highly motivated to work on large and complex solutions
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Proven experience navigating matrixed and global organizations
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High degree of emotional intelligence and strong story-telling capabilities with proven ability to manage stakeholders at all levels of an organization from Global C-suite to practitioners, both in written and verbal communication
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Proven experience in driving process optimization and organizational change
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Proven ability to operate in a constant state of change, adapting style, approach and delivery to drive to business outcomes in a pragmatic manner
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Proven ability to think innovatively in developing and executing change
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Excellent facilitation skills and proven ability in promoting collaboration within and across teams
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Proven ability to promote sharing of best practices and leverage learnings across teams
Job Category:
NYC Pay Range: $110,000 - $226,500
We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.
Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.
For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce.
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