Okay, I've found roles for IT Service Management Director positions in the United States, requiring 7+ years of experience and strong knowledge of ITSM frameworks, with a salary starting at $123,000. Currently, there are 56 positions available that fit your criteria.

Sure. Here's the analysis:

Job Analysis:

The role of Director of IT Service Management at Empower is fundamentally about ensuring the stability and reliability of IT services, which is crucial for a company that helps millions achieve financial freedom. The successful candidate is expected to lead the Incident and Problem Management teams in effectively restoring operations during high-impact incidents, driving root cause analyses, and implementing proactive measures to prevent future disruptions. This encompasses not just technical prowess, specifically with ITSM frameworks like ServiceNow, but also strong leadership and interpersonal skills to manage cross-functional teams under pressure. The strategic importance of this role is amplified by the company's mission of delivering personalized financial solutions; hence, the individual must be adept at aligning IT service objectives with broader organizational goals. Success will likely be measured by improvements in service performance and reliability as indicated by key performance indicators (KPIs) and stakeholder satisfaction, especially in the first year as they implement improvement strategies and manage ongoing incident management cycles.

Company Analysis:

Empower operates within the finance sector, positioned as a trusted player focusing on delivering financial guidance and support to a diverse array of organizations and individuals. The company prides itself on creating a culture grounded in trust, integrity, and service, as evidenced by its commitment to community engagement and continuous improvement. This environment suggests a work culture that values collaboration, innovation, and inclusivity—a good match for the proactive, collaborative nature of the Director of IT Service Management role. The emphasis on empowering employees to chart their paths indicates a fluid organizational structure where team dynamics significantly influence success. This role will likely involve regular interaction with leadership and other departments, making effective communication a cornerstone for a successful tenure. Furthermore, the company’s focus on internal mobility aligns with the need for professionals who can adapt and grow in pace with organizational goals, thereby positioning this role as not just a job, but a meaningful career path aligned with Empower's mission of enabling financial freedom.

Absolutely. Here are some mock interview questions that could come up:

• Tell me about a time when you had to manage a high-severity IT incident. What steps did you take to ensure the incident was resolved efficiently?
• Can you describe your experience with conducting root cause analysis? Specifically, how do you determine the most effective corrective actions?
• How do you approach stakeholder management during an incident? Share an example of a challenging situation and how you communicated with stakeholders.
• Describe a scenario where you identified a performance gap in IT service. What actions did you take to address this issue?
• What metrics do you think are critical to measure the effectiveness of Incident and Problem Management? Why are these important?
• How familiar are you with ITSM frameworks, particularly ServiceNow? Can you provide an example of how you've utilized it in your previous roles?
• Imagine there’s a recurring IT incident that your team has struggled to resolve in the past. What steps would you take to examine the situation and move towards a solution?
• If you were leading a post-incident review, what key questions would you ensure are addressed to facilitate learning and improvement within the team?
• Why are you interested in working specifically at Empower? How does our mission align with your career goals and values?
• What unique contributions do you believe you can bring to the Director of IT Service Management position at Empower?
• How can you ensure collaboration with the Change Management and Configuration teams to prevent future incidents?
• What would be your strategy for fostering a culture of continuous improvement within the IT Service Management team?
• In your eyes, what distinguishes a successful IT service management leader in a fast-paced and dynamic environment?
• What do you hope to achieve in your first 6-12 months at Empower, should you be offered this position?