MD-IT Service Managment

Description

POSITION OVERVIEW:

Provides enterprise leadership to design, develop and optimize scalable data infrastructure and engineering solutions that enable advanced and analytics, real-time data access and business value delivery through modern, trusted data platforms.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

1.    Own and operate the enterprise ITSM framework (incident, Major Incident, Problem, Change visibility, Knowledge, Service Reporting).
2.    Establish and enforce clear service ownership escalation paths and post incident accountability.
3.    Lead Major Incident Management (MIM) capability, ensuring a single command authority during business impact.
4.    Ensure SLA, ORLA, and KPI visibility across Service Desk, L2, SRE, Field Support, and vendors.
5.    Govern TSA and management-service alignment, including roles, boundaries, and performance.
6.    Ensure audit, SOX, and regulatory defensibility of service operations.
7.    Provide executive-level reporting on service health, risk, and operational performance.
8.    Drive continuous improvement of service processes as the organization matures post-stabilization.
9.    Comply with all applicable laws/regulations, as well as company policies/procedures.
10.    Perform other duties as assigned.

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
 

QUALIFICATIONS:

•    Bachelor’s degree in computer science, information systems, or related field or advanced degree
•    Ten (10) years of experience in IT operations or service management leadership.
•    Deep ITIL knowledge (certification preferred)
•    Experience leading centralized run organizations during transformation.
•    Strong executive communication and governance skills.
•    Experience with service governance control and incident authority model.
•    Excellent executive incident communications framework.
•    Ability to manage ITSM tooling strategy and standards.
•    Experience ITSM tooling strategy and standards.

JOB CONDITIONS:

•    Some travel is required. 

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details: This position will be domiciled at a FedEx Freight location in Harrison, AR. You will be required to work at a FedEx Freight location several times per week.

FedEx Freight is an Equal Opportunity Employer, including disabled and veterans.

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If you have a disability and you need assistance in order to apply for a position with FedEx Freight, please call 800-888-8252 or e-mail at ADAAssistance@freight.fedex.com.

FedEx Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.