Job Description

DIRECTV is seeking an experienced and strategic IT leader to serve as our Director of Technical Service Management who will lead the development and continuous improvement of our Change and Problem Management functions, driving operational excellence in a fast-paced, hybrid IT environment. You will work at the intersection of ITIL and modern practices like Site Reliability Engineering (SRE), Agile, and AIOps-shaping how we maintain stability while moving fast. If you are passionate about building resilient systems, coaching high-performing teams, and embedding proactive, data-driven ITSM practices across a dynamic tech landscape, we would love to talk. **Here's what you'll do:** + **Strategic Leadership:** Own the vision, strategy, and roadmap for Change and Problem Management functions, aligning with enterprise IT and business priorities. + **Team Management:** Lead and mentor multi-layered teams, fostering a high-performance culture of accountability, innovation, collaboration, and continuous learning. + **Process Design and Maturity:** Build and enhance scalable, metrics-driven change and problem processes that align with enterprise goals and regulatory needs. + **ServiceNow Optimization:** Leverage ServiceNow to automate workflows, develop actionable reporting, and drive cross-functional adoption of ITSM best practices. + **Proactive Problem Management:** Establish patterns and trend analysis to reduce incident recurrence through root cause analysis and known error management. + **Change Governance:** Ensure risk-based change assessments, CAB efficiency, and appropriate stakeholder engagement, balancing agility and risk mitigation. + **Cross-Functional Integration:** Work closely with Engineering, DevOps, Cybersecurity, Cloud, and Infrastructure teams to embed operational excellence and continuous improvement. + **Data-Driven Decision Making:** Leverage AIOps, analytics, and automation to enhance decision-making, process efficiency, and service reliability. + **Metrics and Reporting:** Define and track KPIs (e.g., change success rate, MTTR, problem resolution time), delivering insights to senior leadership and stakeholders. + **Compliance and Controls:** Ensure adherence to IT compliance standards including GDPR, SOX, and other applicable frameworks. + **Executive Engagement:** Provide clear, compelling updates and recommendations to executive leadership, supporting informed strategic decisions. + **Budget and Resource Management:** Manage operational budgets, allocate resources effectively, and forecast demand for team scalability. **What you'll need to be successful:** + Bachelor's degree in computer science, Information Technology, or related field required. + Master's degree or MBA strongly preferred. + 5 - 7 years required, 7 - 10 years preferred in IT Operations or IT Service Management (ITSM). + 5+ years of managing Problem, Change, or related ITSM teams. + Proven ability to lead at scale in a complex, enterprise environment. + Deep knowledge of ITIL framework and related service management best practices. + Strong understanding of Agile SDLC, SRE practices, and AIOps. + Strong working knowledge of ServiceNow ITSM suite. + Strong analytical, problem-solving, and decision-making abilities. + Demonstrated success in driving process improvements and leading technology innovation. + Excellent communication and executive presentation skills. + Financial acumen with experience in budget management and resource planning. + Familiarity with cloud platforms, modern cybersecurity practices, and emerging IT trends. + Strategic thinker with the ability to operate tactically when needed. + Inspirational leadership style; able to drive performance and culture across diverse teams. + Comfortable working in fast-paced, highly regulated environments. **Certifications (Preferred):** + ITIL, PMP, SAFe, or other relevant advanced certifications. May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customer's proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law. **This role requires, but is not limited to, 10% travel.** **This is a remote position that can be located anywhere in the United States. #LI-Remote** **A career with us comes with big rewards:** DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the company's policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role, level, and location. The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. **DIRECTV WAGE ZONES: $127,965 - $232,415** Low (N1): $127,965 - $191,995 Mid (N2): $134,700 - $202,100 High (N3): $148,170 - $222,310 Top (N4): $154,905 - $232,415 Click HERE ( to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package. **Apply today!** **Fair Chance Ordinance Notice for Los Angeles County applying for jobs at DIRECTV ( **Compliance Notice Regarding Use of Automated Decision-Making Tools in Hiring Process** **RSRDTV** DIRECTV employees are expected to always be honest, trustworthy, and operate with integrity. Discrimination and harassment of any kind (including sexual harassment) will not be tolerated. We remain steadfast in our belief for diversity, equity, and inclusion; therefore, we encourage success based on individual merit and ability without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military/veteran status, or any other protected status. DIRECTV celebrates and is enriched by our differences; therefore we fully consider all qualified applicants including, those with a criminal history.

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