IT Service Management Operations Director

Overview Your future starts here! ISC2 is a leading nonprofit organization committed to cybersecurity excellence. As the foremost member organization for cybersecurity professionals, our core values of Integrity, Advocacy, Commitment, Inclusion, and Excellence guide us in our mission to promote a secure cyber world. Joining ISC2 means you're not only enhancing your career but also contributing to an inclusive and equitable environment. We value the unique perspectives and experiences that our global cybersecurity workforce brings and encourage you to help foster a sense of belonging within our organization. Position Summary As the IT Service Management (ITSM) Operations Director, you will play a crucial role in overseeing and refining our back-office IT operations. Your expertise in process management, automation, and collaboration will be key to optimizing our service delivery infrastructure. You will lead the administration, configuration, and enhancement of the full Atlassian suite—including Jira Software, Jira Service Management (JSM), and Confluence—ensuring its effectiveness in supporting our scalable service delivery goals. Responsibilities IT Service Management Oversight: Manage daily ITSM operations to ensure the efficient handling of incidents, service requests, and problems. Administer and configure Jira Software, JSM, and Confluence, focusing on workflows, fields, permissions, and integrations. Uphold governance and best practices across all Atlassian configurations. Identify and implement service improvement initiatives to enhance operational efficiency and customer satisfaction. Monitor performance metrics, SLA compliance, and service quality. Change Management & CAB Leadership: Lead the Change Advisory Board (CAB), managing change reviews and documentation effectively. Implement standardized change management policies in line with ITIL best practices. Evaluate change success rates and risk assessments. Collaborate with stakeholders for effective communication and change scheduling. Aquera & HR Integration Administration: Oversee Aquera integrations to support automated onboarding and identity lifecycle processes. Manage Aquera configurations and workflows to ensure seamless operations. Collaborate with HR, Security, and IT teams to verify data integrity and maintain integration health. Assist in audit and compliance activities through effective documentation practices. Automation Design, Development, and Deployment: Develop and implement automation solutions using Jira Automation and related tools. Streamline workflows for ticket management, approvals, and reporting. Work with internal teams to identify and resolve bottlenecks. Document automation solutions for scalability and sustainability. Process Improvement & Optimization: Lead initiatives to mature ITSM processes including incident, problem, change, request, and asset management. Develop and maintain ITSM policies, playbooks, and SOPs. Analyze performance for ongoing optimization. Manage CMDB and asset lifecycles as required. Cross-Functional Collaboration: Partner with various teams to align ITSM operations with organizational goals. Serve as a point of escalation for complex service management issues. Coordinate with vendors regarding tools and service contracts. Reporting & Metrics: Create ITSM dashboards to track SLAs, KPIs, and service trends. Provide data-driven insights and recommendations to senior leadership. Support governance reporting related to ITSM and HR integrations. Perform additional duties as assigned. Behavioral Competencies Embody the core values of Excellence, Integrity, Commitment, Inclusion, and Advocacy. Self-motivated, organized, and able to work independently. Qualifications Strong collaboration skills across all organizational levels. Aptitude for data analysis and process improvement. Technical expertise in designing complex workflow logic. Effective written and verbal communication and documentation skills. Demonstrated success in managing ITSM processes. Solid understanding of ITIL principles; ITIL Foundation or Practitioner certification preferred. Education and Work Experience Bachelor's degree in IT, Computer Science, or a related field, or a High School Diploma with 10 years of ITSM experience. 7+ years of hands-on ITSM experience with platforms like Jira Service Management or similar systems (ServiceNow, FreshWorks, Zendesk). Advanced knowledge of Atlassian tools and automation experience. Experience with HR or identity lifecycle integrations; Aquera experience preferred. Experience leading Change Advisory Board discussions preferred. Atlassian certifications (ACP series) are a plus. Physical and Mental Demands Ability to travel up to 5%. Ability to work standard business hours with occasional overtime. Sustained periods of sitting or standing are required. Frequent use of computers and office equipment. Manual dexterity to operate computing devices. Equal Employment Opportunity Statement All qualified applicants will receive consideration for employment without bias against race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Job Locations US-Remote Posted Date 1 month ago Job ID 2025-2288 # of Openings 1 Category Information Security

Created: 2026-03-06