ETSI- IT Service Management Director

Grant Thornton - Atlanta, Georgia
6/18/2018 12:57:30 PM

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Enterprise Technology Strategy and Innovation, Director – Information Technology (IT) Service Management

Enterprise Technology Strategy and Innovation (ETSI) is the newest business line in the Advisory practice. Our practice is dedicated to advising CIOs and technology leaders, and helping them navigate the ever-changing digital landscape as a true business partner in the C-suite. The ETSI team consists of highly skilled subject matter experts in Enterprise Technology Strategy, Information Technology Service Management, Advanced Technology and Digital Solutions, IT Strategic Sourcing and Technology Resource Effectiveness who bring dedicated focus to the business of technology. The ETSI business line partners with our clients to cut through the clutter, ask the hard questions, and provide innovative and customized solutions that drive value and build trust.

Position Summary

This is a Director position within our IT Service Management (ITSM) service line where we are focused on enabling IT organizations to achieve business outcomes through the right mix of services and service management. The service line is focused on supporting CIOs and their leadership through developing the overall strategy for IT services and IT service management; evaluating and benchmarking an organizations’ ITSM capability and performance; and developing the strategy, roadmaps, and organizational components for implementing IT Service Management through Agile methods.

The Director oversees the projects and teams that deliver advisory services in IT Service Management. You are responsible for building business in public and private sectors within the industry and client. As an executive level communicator and relationship manager, you will ensure program control and quality control of the projects and initiatives in your area. You will continually develop the practice area, expand account share, and manage the pipeline. You will coach and develop staff in alignment with market direction and ETSI practice strategy. As a member of the ETSI leadership team, you will participate in future state development, hiring, and collateral development.

Primary Responsibilities

Maintains currency on the emerging technologies, processes and practices that need to be assimilated, integrated and introduced within the IT Service Management solution set so that ETSI can respond to the needs of the CIO

Acts as a trusted advisor, and builds and maintains relationships with C-level executives and industry organization

Sets the mission and vision of the IT Service Management practice to foster business-oriented culture and mindset.

Leads the IT Service Management team in the assessment of external market and internal technology capabilities required to achieve desired competitive positioning. Maintains current account pipeline responsibility.

Enhances the capabilities of the IT Service Management sub-practice by leveraging a multitude of resources, both internally and externally.

Develops and maintains a IT Service Management practice workforce with the appropriate mix of business knowledge, technical skills and competencies that balance the needs between growing the agility required to achieve practice objectives and ensuring the core technical functions are reliable, stable and efficient

Leads the evaluation and design of organizations’ IT Service Management strategy and IT Services that are aligned with current and future business goals.

Leads the development of roadmaps and programs to implement the organizations’ IT Service Management strategy and IT Services

Leads the optimization of IT Service Management performance through implementation of assessments, benchmarking, analysis and recommendations based on ITIL

Leads the development of policies, standards and guidelines that direct the selection, development, implementation and support of IT Service Management within the enterprise.

Directs other IT management professionals on the assessment and implementation of ITIL processes.

Develops and Implements selection guidelines for IT Service Management “As a Service” offerings for clients.

Works with clients to identify and deliver the IT Service Management / Business Process Management metrics that support IT value and business goals

Works with clients to design and conduct license risk assessments and implement License Management strategy using the ETS&I methodology

Support clients in the implementation of application “agile lifecycle” management

Work with clients to implement IT Financial Management models, methodology and metrics that support IT business value measurement, decision-making and communication

Work in a variety of environments between multiple clients as needed.

Leads business development activities, such as proposals, capture, account teams, whitepapers, conferences, and/or other thought leadership material

Meet or exceed sales targets for new and follow-on work

Maintain a good working relationship with clients and work effectively with client management and staff at all levels to gather information and perform services

Work closely with Grant Thornton leadership to promptly identify and resolve client problems or issues

Communicate (verbally and in writing) externally with clients and internally with all levels of the organization to successfully accomplish objectives portraying knowledge and confidence

Motivate others to perform at maximum efficiency without sacrificing quality of the services delivered

Provides leadership, coaching and direction to the project team members and staff.

Other duties as assigned


Bachelor's degree in Information Technology, Computer Science, MIS, Data Science or STEM related field.
15+ years of related work experience in a similar consulting practice or function servicing cross-industry clients at a national level
ITIL Service Strategy certification required; ITIL Intermediate Certification preferred
Proven experience with developing, implementing and selling ITIL Service Management processes, IT Operations, IT Application Lifecycle management, IT Program Management, ITIL organizational models, and IT reporting and analytics
Familiarity with leading ITSM tools such as ServiceNow, ServiceCloud, CA Service Desk, Zendesk, Cherwell, BMC Remedy, Jira, Maximo, etc.
Excellent verbal and written communication skills
Ability to work in a team environment
Prior relevant consulting experience required
Experience with Life Sciences, Financial Services, Healthcare, or Manufacturing preferred
Ability to work additional hours and/or travel 50-70%

Exceptional leadership skills with the ability to develop and communicate an industry POV on IT Service Management as a trusted advisor to the CIO, and motivating and inspiring their sub-practice team.
Ability to instill confidence in the business and demonstrate the business value of IT.
Effective influencing and negotiation skills.
Excellent analytical, strategic conceptual thinking, strategic planning and execution skills.
Strong business acumen, including industry, domain-specific knowledge in digital concepts and technologies.
Proven expertise and leadership, capable of representing Grant Thornton as an industry expert and speaker.
Demonstrated ability to develop and execute a strategic people plan that ensures that the right people are in the right roles at the right time and that employees are highly engaged and satisfied.
Ability to identify and leverage resources internally and externally to the enterprise to enhance capabilities that drive digital business.
Ability to work in a team environment.


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Requisition ID: 039976

Atlanta, GA
Atlanta, Georgia

It is the policy of the firm to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

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