Hailey Crabill

IDR is seeking a Director of Service Management to join one of our top clients in Brentwood TN. This pivotal role involves leading the full lifecycle of technology services, ensuring the stability, reliability, and security of IT assets and services. If you are looking for an opportunity to join a growing organization and work within an ever-growing team-oriented culture, please apply today!

Position Overview/Responsibilities for the Director of Service Management:

Develop and implement a comprehensive service management strategy aligned with business objectives, utilizing ITIL-based processes for incident, problem, change, and asset management.

Oversee the entire hardware lifecycle, from procurement to decommissioning, and manage the IT asset inventory to ensure accurate records.

Administer software license compliance and manage the enterprise software catalog, collaborating with security and legal teams to ensure adherence to policies.

Lead the incident response team, acting as the primary escalation point for major incidents, and conduct post-incident reviews to implement preventative measures.

Manage, mentor, and develop a high-performing team, fostering a collaborative environment focused on continuous learning and professional growth.

Required Skills for Director of Service Management:

Bachelor's degree in Information Technology, Computer Science, or a related field; a Master's degree is preferred.

Minimum of 8 years of experience in IT Service Management, with at least 3-5 years in a leadership role.

Proven experience in implementing and maturing ITSM frameworks and leading hardware, software, and incident management functions.

Advanced knowledge of ITIL principles and practices in an Agile environment, with proficiency in ITSM platforms like FreshService, ServiceNow, or Jira Service Management.

Strong leadership, communication, and interpersonal skills, with a focus on mentoring and professional development.

What's in it for you?

Competitive compensation package

Full Benefits; Medical, Vision, Dental, and more!

Opportunity to get in with an industry-leading organization

Close-knit and team-oriented culture

Why IDR?

25+ Years of Proven Industry Experience in 4 major markets

Employee Stock Ownership Program

Medical, Dental, Vision, and Life Insurance

ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row

LI- ONSITE