Director, IT Support Operations

Bain Capital, LP is one of the world’s leading private multi-asset alternative investment firms with over $180 billion of assets under management that creates lasting impact for our investors, teams, businesses, and communities in which we live. Since our founding in 1984, we’ve applied our insight and experience to organically expand into several asset classes including private equity, credit, public equity, venture capital and real estate.  We leverage our shared platform to capture cross-asset class opportunities in strategic areas of focus.   With offices on four continents, our global team aligns our interests with those of our investors for lasting impact. 

POSITION OVERVIEW

• The Director of IT Support Operations will provide support for the Global End User Services teams, focusing on optimizing and streamlining IT support functions across several sub-teams. This individual, in collaboration with 3 regional Directors will help to guide the overall operational strategy of the support organization, ensuring that the highest level of service is consistently provided to our end users. This role includes platform support for ServiceNow and will be responsible for the delivery and review of BU aligned global metrics, reporting by role, region, group.

Operational Efficiency & Execution:

Ensuring all the end user services teams are continually improving based on deep analysis of ticket trend data, proactive problem management, surveys to and engagement with our customers, and with improved partnership/collaboration between support and engineering. 

• Implement a program of continuous service improvement as part of a quarterly plan. Provide ongoing recommendations, taking into consideration performance metrics, user feedback, and emerging technologies.  Identify opportunities and best practices to ensure IT support functions are aligned with the firm’s strategic goals. 
• With guidance from 3 regional Directors, implement the annual IT survey, analyze results and commentary that will feed into subsequent quarterly improvement plans.
• Aid all three regional teams in their process of ensuring problem ticket creation and closure on recurring incidents, and identifying new problem tickets based on data, trends, and feedback from those teams.  Improve processes between support and engineering to improve the user experience
• In collaboration with the global sub teams adhere to ITIL processes and provide opportunities to mature existing practices.  Overall responsibility for ITIL maturity in Incident, Problem and Request functions, along with the technology used to execute our processes.
• Assist with training documentation for all sub teams including internal and external knowledge materials.
• Work across all EUS budgets to help ensure budgets are thorough, planful, and final forecasts are accurately reflecting what remaining spend will be.

Reporting & Analytics:

• Responsible for monthly delivery and review of BU aligned global metrics, reporting by role, region, group.
• Measure and report ITIL process adherence, using service metrics and KPIs to help drive efficiencies. 
• Analysis of metrics to improve Proactive Problem Management
• Responsible for Endpoint performance analytics, working with Engineering teams
• Create and maintain reports to track performance metrics related to IT support services, providing insights to senior leadership on areas for improvement.
• Analyze trends in service requests and incidents to identify root causes and recommend long-term solutions.

Platform(s) Support:

• Specifically manage ServiceNow platform team, ensuring technology is utilized efficiently across the organization. Manage user access, troubleshooting, and escalations related to services. 
• Oversee support of the platform’s technology, ensuring its efficient use and continuous improvement for incident management, change management, and request fulfillment. 

Qualifications:

• Education & Experience:
  • Bachelor’s degree in information technology, Business Administration, or a related field. A master’s degree is a plus.
  • 10+ years of experience in IT support, service management, or operations, with at least 3 years in a leadership role.
  • Significant expertise working with ITIL frameworks and best practices
  • ITIL certification required, either Practice Manager in Incident and Problem or MP (preferred)
  • Significant experience working in ITSM platforms such as Service-Now.
• Skills & Abilities:
  • Proven ability to manage large-scale IT operations and improve service delivery processes.
  • Strong problem-solving skills with a focus on root cause analysis and continuous improvement.
  • Excellent communication, organizational, and interpersonal skills with the ability to influence stakeholders at all levels of the organization.
  • Demonstrated ability to manage multiple priorities and lead cross-functional teams in a fast-paced, dynamic environment.
  • Strong analytical mindset with the ability to leverage data to drive decisions and improvements.