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Grant Thornton LLP Associate Director, Global IT Support in Downers Grove, Illinois

Grant Thornton LLP (Grant Thornton) is the U.S member firm of Grant Thornton International Ltd., one of the world’s leading organizations of independent audit, tax and advisory firms. We’ve never been a typical professional services firm. We put people first, and that is what sets us apart.

As one of the fastest-growing professional services firms in the world, Grant Thornton LLP is continuously seeking top talent. Discover a place where you’ll work with a team of professionals, dedicated to providing bold leadership and distinctive client service. Spend each day engaged in meaningful and challenging work. Be supported in your professional growth and recognized for your contributions.

Grant Thornton has set its sights on creating the next generation professional services organisation. The purpose of GTIL as set out by our global CEO, Peter Bodin, is to shape the future of the network through collaboration and innovation and to continuously bring an external, forward looking and global perspective to the network and its leadership.

Providing exceptional vision and leadership, the Associate Director, Global IT Support leads delivery, support, and field services for core GTIL systems and key strategically import technology for our global network of member firms located in 130 countries. The role leads the development of new capabilities and the operational state of GTIL's service capabilities for core systems and one of our key service lines in business strategic alignment, organizational readiness, ITIL processes, operational services, customer engagement, and technical infrastructure support continually evolve and mature. Reporting to the Director, Global IT Operations and Support, the global IT support leader works with global and member firm technology and audit/assurance leadership teams.

Program and Delivery Management

  • Accountable for the effective and efficient delivery, support, and operations of a complex program of strategic importance.

  • Establish program governance and ensure governance mechanisms are functioning properly.

  • Establish, maintain and provide management reporting using appropriate metrics.

  • Develop and maintain relationships with program stakeholders and executives. Create, maintain and disseminate program information to stakeholders.

  • Accountable for the execution of a broad range of technical programs/projects, while balancing the competing demands of scope, time, cost, quality, resources and risk.

  • Maintain overall control of the schedule, budget and scope.

  • Manage the escalation of issues and submit recommendations to executive steering teams to remediate.

Service Delivery

  • Drive service level objectives, optimize operational activities and bring visibility into operations through analysis, trends and measurement in collaboration with service providers.

  • Partner and interface with key stakeholders in the development, implementation and delivery of technology service objectives with our service providers, ensuring agreed upon objectives are aligned to business strategy, planned, and delivered.

  • Apply operational oversight to processes and procedures, including any dependencies on vendors, service providers, various business contacts and/or internal stakeholders.

  • Drive accountability of vendors and service providers; monitor performance on SLAs through regular review.

  • Ensure operational service gaps are corrected in a timely manner and acceptable to the business.

Operations and Technology

  • Accountable for operational activities/provide day-to-day support, proactive maintenance, and perform independent and complex system troubleshooting.

  • Oversee the monitoring, maintenance, development, documentation and support of high quality, reliable IT systems and services.

  • Respond to and promptly resolve unplanned outages through mitigation efforts to ensure the highest levels of adherence to standards and service level agreements.

  • Coordinate and oversee root cause analysis efforts and recommend long-term solutions and risk reduction plans.

  • Communicate to key stakeholder’s important information about system maintenance, changes, events, and addresses concerns regarding any aspect of the services.

  • Work cross-functionally and interact with internal and external peers and managers to exchange complex information related to areas of specialization.

  • Utilize expertise and technical knowledge to identify problematic areas and optimize existing environment to ensure uninterrupted service.

  • Participate in the development of the strategic technology plan, processes and solutions, recommending strategies and processes that support operational effectiveness.

  • Ensure standardized, mature change management and release management processes and automation deployment and maintenance procedures.

    Providing exceptional vision and leadership, the Associate Director, Global IT Support leads delivery, support, and field services for core GTIL systems and key strategically import technology for our global network of member firms located in 130 countries. The role leads the development of new capabilities and the operational state of GTIL's service capabilities for core systems and one of our key service lines in business strategic alignment, organizational readiness, ITIL processes, operational services, customer engagement, and technical infrastructure support continually evolve and mature. Reporting to the Director, Global IT Operations and Support, the global IT support leader works with global and member firm technology and audit/assurance leadership teams.

Program and Delivery Management

  • Accountable for the effective and efficient delivery, support, and operations of a complex program of strategic importance.

  • Establish program governance and ensure governance mechanisms are functioning properly.

  • Establish, maintain and provide management reporting using appropriate metrics.

  • Develop and maintain relationships with program stakeholders and executives. Create, maintain and disseminate program information to stakeholders.

  • Accountable for the execution of a broad range of technical programs/projects, while balancing the competing demands of scope, time, cost, quality, resources and risk.

  • Maintain overall control of the schedule, budget and scope.

  • Manage the escalation of issues and submit recommendations to executive steering teams to remediate.

Service Delivery

  • Drive service level objectives, optimize operational activities and bring visibility into operations through analysis, trends and measurement in collaboration with service providers.

  • Partner and interface with key stakeholders in the development, implementation and delivery of technology service objectives with our service providers, ensuring agreed upon objectives are aligned to business strategy, planned, and delivered.

  • Apply operational oversight to processes and procedures, including any dependencies on vendors, service providers, various business contacts and/or internal stakeholders.

  • Drive accountability of vendors and service providers; monitor performance on SLAs through regular review.

  • Ensure operational service gaps are corrected in a timely manner and acceptable to the business.

Operations and Technology

  • Accountable for operational activities/provide day-to-day support, proactive maintenance, and perform independent and complex system troubleshooting.

  • Oversee the monitoring, maintenance, development, documentation and support of high quality, reliable IT systems and services.

  • Respond to and promptly resolve unplanned outages through mitigation efforts to ensure the highest levels of adherence to standards and service level agreements.

  • Coordinate and oversee root cause analysis efforts and recommend long-term solutions and risk reduction plans.

  • Communicate to key stakeholder’s important information about system maintenance, changes, events, and addresses concerns regarding any aspect of the services.

  • Work cross-functionally and interact with internal and external peers and managers to exchange complex information related to areas of specialization.

  • Utilize expertise and technical knowledge to identify problematic areas and optimize existing environment to ensure uninterrupted service.

  • Participate in the development of the strategic technology plan, processes and solutions, recommending strategies and processes that support operational effectiveness.

  • Ensure standardized, mature change management and release management processes and automation deployment and maintenance procedures.

Title: Associate Director, Global IT Support

Location: IL-Downers Grove

Requisition ID: 049052

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