IT Operations Governance Director
San Jose, Costa Rica
hace 2 días

This role will lead the EOG Operations Governance organization, which is responsible to drive best in class IT process excellence through Tools, Platforms and Metrics that requires to deliver exceptional services to our end users and customers in Intel.

The ultimate objective is to design strategic, tactical and operations framework which is focused on IT services delivered by IT employees - internal or supplier partners to our end users.

This leader will partner with other IT organizations to clearly define the operating model between Service Management and Agile Scrum frameworks while at the same time identifying IT Operations industry benchmark metrics which balance customer advocacy and business value.

This role will be responsible for maintaining and developing a strong, creative team aimed at achieving consistency and efficiency in service delivery for EOG as well as IT.

Develop continuous sustaining process compliance and customer service culture in people, process and technology in IT. Pulse and gather Voice of the customer / end user and deliver solutions to continuously improve to meet customer agreed expectation.

This role will drive service management tenets for the IT organization as well as EOG to work through owning problem, incident and change management.

This role will also own the Program Management responsibilities for EOG. Define metrics / KRAs / KPIs for EOG and groups within EOG and put together systems to track the same through well defined thresholds.

Should be able to drive actions working with different leaders in the organization leveraging the service management framework to fix issues and challenges related to delivery or achieving the KRAs / KPIs.

This role will also need to be in touch with External IT Industry trends to ensure Intel IT is always aligned in the top box in IT practices and benchmarking performance to ensure IT achieve Best-In-Class.

As a member of the Enterprise Operations Group Staff, this role reports will report directly into Enterprise Operations Group VP and General Manager.

The Director oversees a global team which consists of IT process improvement managers, process compliance owners, process and metrics owners and BI reporting developers as well as the program managers


  • 10 -12 years of experience as a senior project manager, program manager, program director or service manager, serving an IT organization or technology company, with at least five years of experience relevant to service or product management
  • Oversee all IT Operations process adhering to ITIL Service Management and metrics which drives outcome base results in IT product and services.
  • Inspire IT employees to cultivate a culture of Customer Obsessed and Quality mindset to ensure Customer advocacy is embraced insight out in all our IT products delivery and support delivery.
  • Define how both Service Management and Agile SCRUM frameworks interact to comply with customers' SLAs.
  • Excellent written, verbal and presentation skills with a proactive and agile approach to communication, coordination and escalation management
  • Delivering real-time self-help IT Operations metrics for all levels in IT to give better decision making at a strategic, tactical, operations and customer level.
  • Liaise with key partners in Value Stream, Enterprise Solutions and Enterprise Operations ensuring IT services tool, process and metrics are synergized in one direction to improve IT product and service experience.
  • Role model Intel's six core values - One Intel, inclusion, fearless, quality, customer obsessed, truth and transparency - and help inspire others to do the same.
  • Cultivates innovation - constantly drive teams to think out of the box and embrace possibility thinking to deliver better outcome in end user computing
  • Role model in bringing teams together from different cultures, geographies, and diversity to deliver to the best interest of the company
  • Attract and retain top talent across the globe
  • Communicate effectively at all levels - top leadership team in the company to individual employees
  • Minimum Qualifications

  • At least five years of experience relevant to IT Service or Product Management
  • Preferred Qualifications

  • 10 -12 years of experience as a senior project manager, program manager, program director or service manager, serving an IT organization or technology company
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