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Director Service Delivery & Process

Location: 

Bethpage, NY, US, 11714

Brand:  Optimum
Requisition #:  12044

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

  
We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.


If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you! 

The Director, Service Delivery & Process Management is responsible for defining, governing, and continuously improving all CPTO service delivery processes. This role owns the end‑to‑end process design, documentation, execution, and maturity of Incident, Problem, Change, Event, and Configuration Management. This role will drive all ITSM processes for the CPTO organization ensuring proper process, documentation, and automation within the processes. Deliver on improved customer experience with reduced manual steps, improved risk assessment, automation of changes, and continuous process improvements. The position plays a critical role in ensuring network stability, reduced customer impact, disciplined risk management, and operational excellence across the CPTO organization. This leader will leverage AI and automation to reduce manual effort, improve process effectiveness, and proactively mitigate operational risk. 

Key Responsibilities:

 

Service Delivery Process Ownership & Governance 

 

  • Own and maintain all Service Delivery processes, including Incident, Problem, Change, Event, and related ITSM practices. 

  • Ensure all processes are clearly documented, standardized, published, and maintained as systems, technologies, and operating models evolve. 

  • Establish process governance to ensure consistency, compliance, auditability, and operational effectiveness across CPTO. 

  • Continuously assess and mature process adoption and execution. 

 

Change Management Leadership 

 

  • Own and lead the Change Management process across CPTO, ensuring disciplined execution and risk mitigation. 

  • Lead and govern Technology Change Advisory Boards (TCAB) and related change forums. 

  • Define and enforce change risk assessment frameworks, including risk scoring, conflict identification, and impact analysis. 

  • Own Method of Procedure (MOP) standards, validation practices, and quality expectations for all significant changes. 

  • Ensure post‑implementation reviews and trend analysis are used to continuously improve change success rates. 

 

Problem Management & Root Cause Execution 

 

  • Own and operate the Problem Management process across CPTO. 

  • Ensure Root Cause Analysis (RCA) is triggered not only by qualifying incidents, but also by KPI threshold breaches and adverse trends. 

  • Establish clear RCA standards, methodologies (5 Whys, Fishbone, etc.), and accountability models. 

  • Track and validate corrective and preventative actions to ensure sustained risk reduction and issue prevention. 

 

Incident & Event Management Enablement 

 

 

  • Ensure Incident and Event Management processes are tightly integrated with Problem and Change workflows. 

  • Support operational teams with clear escalation, communication, and resolution standards. 

  • Use incident and event insight to identify systemic risks and improvement opportunities. 

 

Configuration Management (CMDB) 

 

  • Own the Configuration Management process and CMDB operating model across CPTO. 

  • Define policies, standards, and lifecycle processes for Configuration Items (CIs). 

  • Ensure accurate capture of new systems, changes, and architecture evolution within the CMDB. 

  • Govern ongoing CMDB health, accuracy, and alignment with operational processes. 

 

Training, Enablement & Adoption 

 

  • Ensure proper training for Operations teams supporting Incident, Change, and Problem execution. 

  • Provide CPTO‑wide training for teams required to participate in service delivery processes. 

  • Develop role‑based training, job aids, and knowledge content to support consistent execution and adoption. 

  • Measure training effectiveness and reinforce accountability. 

 

AI, Automation & Continuous Improvement 

 

  • Leverage AI and automation to reduce manual effort, cycle time, and process overhead. 

  • Enable intelligent triggering of problem investigations based on KPI trends and risk indicators. 

  • Automate change validation, documentation quality checks, and compliance workflows where possible. 

  • Continuously identify opportunities to reduce operational risk through automation and intelligent workflows. 

Requirements: 

Education: Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience). 

Experience: 10+ years of experience in Change Management within an ITSM environment, with a strong background in ITIL processes and methodologies. 

 

Certifications: 

 

  • ITIL Foundation Certification required (Intermediate or Expert level preferred). 
  • ServiceNow Certified Implementation Specialist or similar certifications in ITSM tools (ServiceNow or Remedy/Helix).
  • Additional Change Management certifications are a plus. 

  • Extensive experience with ServiceNow, Remedy/Helix, and their respective Change Management modules. 

  • Experience with automated workflows within ITSM platforms to streamline processes. 

  • Strong understanding of ITIL Change Management processes and their relationship to other ITSM functions such as Incident Management, Configuration Management, and Problem Management. 

  • Familiarity with system integrations and the role of APIs for connecting ITSM tools and automating processes. 

  • Strong problem-solving, analytical, and troubleshooting skills. 

  • Solid understanding of both technical and non-technical aspects of service management, with the ability to work with various stakeholders across the organization. 

  • Detail-oriented with a focus on maintaining accuracy and consistency across all change management activities. 

  • Understanding of how AI can support automation driving reduced manual effort  

  • The ability to thrive in a fast-paced, constantly evolving environment and manage multiple priorities simultaneously. 

  • Hands-on experience with legacy system migrations in Change Management. 

  • Expertise in the integration of ServiceNow with other tools such as Configuration Management and Incident Management. 

  • Familiarity with agile methodologies and how they may impact Change Management workflows. 

  • Knowledge of automated testing tools and their integration with change management systems. 

  • Strong analytical and problem-solving abilities. 

  • Ability to work in a collaborative environment and manage cross-functional relationships. 

 

Success Measures 

 

  • Improved change success rates and reduced change‑related incidents. 

  • Reduction in repeat incidents and unresolved systemic issues. 

  • Improved compliance and consistency of service delivery processes. 

  • Higher confidence in risk assessment and operational readiness. 

  • Sustained adoption of standardized processes across CPTO. 

  • Increased automation across all processes 

  • Increased customers satisfaction with the Change process 

 

At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stop.

 

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity.

 

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.

 

We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

 

Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

 

PAY TRANSPARENCY - Please review and only keep section needed
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[Standard Pay transparency - including NY, NJ, CA - Use this now if Hiring Manager is in NY]

Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $155,509.00 - $255,479.00  / year. The rate/range provided herein is the anticipated pay at the time of hire and does not reflect future job opportunity.
 
 
[Cross-Posting - Only 1 state from NY, NJ or CA]
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in [Enter State Manually] is [Manually entr Min] - [Manually enter Third Quartile] / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
 
[Cross-posting NYS - 2 states or more from NY, NJ or CA]
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in [Manually enter state] is [Manually enter Min] - [Manually enter Third Quartile] / year.
The starting pay rate/range at time of hire for this position in [Manually enter additional state] is [Manually enter Min] - [Manually enter Third Quartile] / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
 
Sponsorship Language (Remove if Sponsorship is Available)
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S.  Please note that at this time, we do not provide visa sponsorship for employment.


Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty

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