Job Description
Overview
The Director, Command Center is a strategic leadership role responsible for establishing and maintaining enterprise-wide service management frameworks while overseeing global command center operations. This position requires a seasoned professional who can balance strategic process development with tactical operational oversight, ensuring seamless 24/7 service delivery across multiple time zones. The ideal candidate will serve as the architect of service management excellence while providing hands-on leadership during critical incidents and escalations.
Responsibilities
- Define, implement, and continuously improve the Common Process Framework (CPF) encompassing incident management, request management, change management, problem management, knowledge management, and metrics/vulnerability reporting
- Establish standardized processes, procedures, and documentation that ensure consistency and quality across all service management functions
- Drive process adoption and maturity across the organization through training, communication, and stakeholder engagement
- Maintain alignment with industry best practices (ITIL, ITSM) while adapting frameworks to meet specific organizational needs
- Create and maintain comprehensive metrics and reporting structures to measure process effectiveness and drive continuous improvement
- Provide direct oversight and management of Command Center operations during IST (Indian Standard Time) hours
- Lead the management of escalations and major incidents, ensuring rapid response, effective communication, and timely resolution
- Serve as the escalation point for complex technical issues and high-impact incidents affecting business operations
- Coordinate cross-functional teams during crisis situations to minimize business impact and restore services
- Ensure seamless hand-offs and communication between US and India-based managers and teams
- Facilitate and optimize the "follow-the-sun" operational model to provide continuous 24/7 coverage
- Develop and maintain standard operating procedures for shift transitions, ensuring no gaps in service delivery
- Foster collaboration and knowledge sharing across geographically distributed teams
- Monitor and improve communication protocols to ensure consistency in service delivery across all time zones
- Develop and execute strategic roadmaps for Command Center capabilities and service management maturity
- Identify opportunities for automation, tooling enhancements, and process optimization
- Collaborate with IT leadership to align Command Center operations with broader organizational objectives
- Drive cultural change initiatives to promote service excellence and customer-centric mindset
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field
- 8+ years of experience in IT service management with at least 5 years in leadership roles
- Proven experience managing command center, NOC, or SOC operations in global, multi-time zone environments
- Demonstrated success in developing and implementing ITSM frameworks and processes
- Expert knowledge of ITIL v3/v4 framework and IT service management best practices
- Deep understanding of incident, problem, change, request, and knowledge management processes
- Experience with ITSM platforms (Jira Service Management, or similar)
- Strong understanding of vulnerability management and security reporting frameworks
- Familiarity with IT infrastructure, cloud technologies, and enterprise application environments
Certifications (Preferred)
- ITIL Expert or ITIL 4 Managing Professional
- Certified Incident Handler (GCIH) or similar security certifications
- Six Sigma or Lean certification
Additional Information
All your information will be kept confidential according to EEO guidelines.
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
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