Solarwinds Inc. Director, IT Service Management in Austin, Texas

Opportunity Details:


The Director, IT Service Management is responsible for technology business leadership and vision for IT Service Management. The team will provide and maintain a single source of consistent information on all IT services delivered to the business in the IT Service Catalog; ensure and verify service performance against stated service level agreements; define, implement and oversee Service Management processes like Release, Change, and Configuration. We’re looking for someone with fresh ideas, a passion for process and optimization, and a strong focus on providing world class customer service.


  • Manages global service desk team to provide excellent support for end user technologies

  • Assumes management responsibility for deployment, management, and improvement of ITSM processes.

  • Establishes, implements, and enforces standards, procedures, and service levels to ensure that Operational Level Agreements (incident, problem, change, configuration, service-level-improvement, reporting, monitoring incident responsiveness, etc.) are met.

  • Collaborates with peers in development & delivery of IT processes, procedures, technologies, and provider oversight related to owned technologies. Develops mechanisms for monitoring and reporting on controls compliance

  • Works collaboratively with IT Management to establish standards/metrics.

  • Evaluates and provides leadership for the implementation of recommendations to enhance operational effectiveness and performance.

  • Ensures that appropriate tools or mechanisms exist to deliver world-class services and processes exist and/or are developed as appropriate.

  • Works within and with other IT departments to define appropriate strategies for improving processes and procedures, develop and implement changes and improvements.

  • Develops, initiates and manages communication plans for Service Management process improvement activities.

  • Identifies process failures and improvement opportunities and ensures implementation and measurement of implemented actions. Works with IT leadership to prioritize improvements.

  • Completes other projects and duties as assigned.


  • Bachelor’s Degree in technical discipline

  • 10+ years of progressive experience in IT

  • Strong communication and customer service skills

  • Experience managing a global team

  • Strong understanding of ITSM tools and best practices

  • Strong analytical abilities with experience successfully developing/managing team KPI’s

  • Results driven with strong focus on customer experience and business value


SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

Job ID 2017-9615

# Positions 1

Location US-TX-Austin

Category Information Technology

Position Type Full-Time