Director, IT Service Management

ABOUT CIM GROUP:

CIM is a community-focused real estate and infrastructure owner, operator, lender, and developer. Our team of experts works together to identify and create value in real assets, benefiting the communities in which we invest. Back in 1994, our three founders focused on projects in Southern California neighborhoods. Today, we are a diverse team of 1,000+ employees with projects across the Americas. Our projects have delivered jobs; created comfortable places to live, work, and relax; and provided necessary and sustainable infrastructure. Our focus on enhancing communities is unwavering, and we strive to make an even greater impact in the years to come. Join us and make an impact today!

POSITION PURPOSE:

The Director, IT Service Management (ITSM) provides the management oversight, vision, governance and continuous improvement of all technology support and service team and processes for CIM Group and affiliates. As the face of IT Service to the business, the Director will ensure that Service Desk support processes, procedures and service delivery functions align with the high-level expectations and needs of the business through delivery of industry leading tools, SLAs, and defining best practices.

The Director, ITSM also serves as a customer service advocate, a manager and mentor for the Service Desk team, and a technical leader within the technology department supporting corporate offices and investment assets across the U.S. for CIM, as well as affiliates domestically and globally. This role works closely with other senior technology and business leaders to identify technical needs, propose solutions, and execute implementation of system changes.

ESSENTIAL FUNCTIONS:

• Provide management oversight for Service Desk, Desktop Engineers, Application Support, Inventory Control and all other Service Delivery functions
• Develop, manage and ensure service support processes, procedures, SLAs, performance metrics and service quality align with and exceed customer and business expectations
• Define and/or update customer SLAs and other Key Performance Indicators (KPI) for all Service Delivery functions. Measure and report on service performance across IT to management on a regular basis
• Manage and monitor vendor relationships and output to effectively balance costs, performance/efficiency, and overall alignment with customer needs, departmental goals and business outcomes
• Review and manage escalation (and, where possible, resolution) of relevant service process issues within the organization across IT, Service Providers, and Business Partners
• Provide mentorship to the service desk team with excellent ability to investigate, diagnose, and resolve technical issues and perform continual training
• Oversee change management (incl. leading Change Advisory Board updates) for all IT changes, including business applications and infrastructure
• Oversee purchasing and inventory team & process for all IT assets for CIM Group and affiliates
• Oversee key end user platforms and related support such as mobile devices and desktop environments
• Deliver testing, QA and feedback to desktop image deployment team to assure fully functioning end user computing environments

SUPERVISORY RESPONSIBILITIES:

• Management of the day-to-day operations of the CIM Service Desk. This includes but is not limited to trouble ticket resolution, customer service, and response times
• Supervision of the services team’s day-to-day priorities and output, including (but not limited to) providing guidance and assistance in work assignments and determining appropriate work priorities aligned to customer needs and departmental and/or business goals
• Performance management of all staff reporting to this position including but not limited to setting performance expectations, providing timely feedback on performance, completing annual performance reviews, recommending appropriate action in response to identified performance deficiencies and if necessary, recommending termination of employment for poor/unsatisfactory performance
• Responsible for interviewing and selecting qualified candidates for staffing the services teams
• Manage various vendor relationships and performance (incl. negotiations)

EDUCATION/EXPERIENCE REQUIREMENTS: (including certification, licenses, etc.)

• Bachelor’s degree in computer science, management information systems, or related field, or equivalent combination of education and work experience, required
• ITIL Certification – Intermediate or above required
• 7+ years’ experience (minimum) in a technical role
• 5 years’ experience (minimum) as a manager/leader of technical customer service teams
• Demonstrated experience negotiating and managing ongoing vendor relationships to align with business outcomes (required)
• Prior experience working in a shared service model (required)
• Experience with third-party servicing (preferred)
• Experience with international support a plus
• EQ/Leadership training a plus
• Expert knowledge and experience implementing and using Service Now Enterprise system for ITIL processes
• Expert knowledge of Microsoft Desktop Operating systems
• Knowledge of network fundamentals (IP, gateway, DNS, routing)
• Expert knowledge of Microsoft Office 365
• Working knowledge with Active Directory

WHAT CIM OFFERS:

At CIM, we believe our success stems from our collective efforts, and we are committed to providing well-rounded support and resources for our employees. In addition to a competitive compensation plan, CIM offers a comprehensive benefits program for employees to thrive both inside and outside of work. Eligible employees can enjoy a wide range of benefits, including:

• A variety of Medical, dental, and vision benefit plans

• Health Savings Account with a generous employer contribution

• Company paid life and disability insurance

• 401(k) savings plan, with company match

• Comprehensive paid time off, including: vacation days, 10 designated holidays, sick time, and bereavement leave

• Up to 16 hours of volunteer time off

• Up to 16 weeks of Paid Parental Leave

• Ongoing professional development programs

• Wellness program, including monthly and quarterly prizes

• And more!

Actual base salary considers several factors including but not limited to geography, job-related knowledge, experience, and budget. The start of the salary range is typically associated with the minimum experience required. At CIM, base pay is one part of the total compensation package. For this role, bonus compensation may be a significant part of the total compensation. The anticipated base salary range for the position in Los Angeles, CA is $135,000 - $185,000. ​

HOW WE FEEL ABOUT DIVERSITY AND INCLUSION:

At CIM Group, we believe that the unique perspectives and backgrounds of our employees enhance everything we do. We are committed to fostering an inclusive environment where diversity is not only respected but celebrated. We strive to ensure that our workplace is free from discrimination and harassment, allowing everyone to contribute meaningfully and feel a sense of belonging. As an equal opportunity employer, we strictly prohibit any form of unlawful discrimination and adhere to the laws enforced by the EEOC. Our goal is to provide a safe and supportive environment where all employees can grow and make impactful contributions together.

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on CIM Group. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.

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