Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

Job Summary

We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you! The Director, Service Delivery & Process Management is responsible for defining, governing, and continuously improving all CPTO service delivery processes. This role owns the end‑to‑end process design, documentation, execution, and maturity of Incident, Problem, Change, Event, and Configuration Management. This role will drive all ITSM processes for the CPTO organization ensuring proper process, documentation, and automation within the processes. Deliver on improved customer experience with reduced manual steps, improved risk assessment, automation of changes, and continuous process improvements. The position plays a critical role in ensuring network stability, reduced customer impact, disciplined risk management, and operational excellence across the CPTO organization. This leader will leverage AI and automation to reduce manual effort, improve process effectiveness, and proactively mitigate operational risk.

Responsibilities

Service Delivery Process Ownership & Governance Own and maintain all Service Delivery processes, including Incident, Problem, Change, Event, and related ITSM practices.

Ensure all processes are clearly documented, standardized, published, and maintained as systems, technologies, and operating models evolve.

Establish process governance to ensure consistency, compliance, auditability, and operational effectiveness across CPTO.

Continuously assess and mature process adoption and execution. Change Management Leadership Own and lead the Change Management process across CPTO, ensuring disciplined execution and risk mitigation.

Lead and govern Technology Change Advisory Boards (TCAB) and related change forums.

Define and enforce change risk assessment frameworks, including risk scoring, conflict identification, and impact analysis.

Own Method of Procedure (MOP) standards, validation practices, and quality expectations for all significant changes.

Ensure post‑implementation reviews and trend analysis are used to continuously improve change success rates. Problem Management & Root Cause Execution Own and operate the Problem Management process across CPTO.

Ensure Root Cause Analysis (RCA) is triggered not only by qualifying incidents, but also by KPI threshold breaches and adverse trends.

Establish clear RCA standards, methodologies (5 Whys, Fishbone, etc.), and accountability models.

Track and validate corrective and preventative actions to ensure sustained risk reduction and issue prevention. Incident & Event Management Enablement Ensure Incident and Event Management processes are tightly integrated with Problem and Change workflows.

Support operational teams with clear escalation, communication, and resolution standards.

Use incident and event insight to identify systemic risks and improvement opportunities. Configuration Management (CMDB) Own the Configuration Management process and CMDB operating model across CPTO.

Define policies, standards, and lifecycle processes for Configuration Items (CIs).

Ensure accurate capture of new systems, changes, and architecture evolution within the CMDB.

Govern ongoing CMDB health, accuracy, and alignment with operational processes. Training, Enablement & Adoption Ensure proper training for Operations teams supporting Incident, Change, and Problem execution.

Provide CPTO‑wide training for teams required to participate in service delivery processes.

Develop role‑based training, job aids, and knowledge content to support consistent execution and adoption.

Measure training effectiveness and reinforce accountability. AI, Automation & Continuous Improvement Leverage AI and automation to reduce manual effort, cycle time, and process overhead.

Enable intelligent triggering of problem investigations based on KPI trends and risk indicators.

Automate change validation, documentation quality checks, and compliance workflows where possible.

Continuously identify opportunities to reduce operational risk through automation and intelligent workflows.

Qualifications

Education:

Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience)

Experience:

10+ years of experience in Change Management within an ITSM environment, with a strong background in ITIL processes and methodologies

Certifications:

ITIL Foundation Certification required (Intermediate or Expert level preferred)

ServiceNow Certified Implementation Specialist or similar certifications in ITSM tools (ServiceNow or Remedy/Helix)

Additional Change Management certifications are a plus

Extensive experience with ServiceNow, Remedy/Helix, and their respective Change Management modules

Experience with automated workflows within ITSM platforms to streamline processes Strong understanding of ITIL Change Management processes and their relationship to other ITSM functions such as Incident Management, Configuration

Management, and Problem Management

Familiarity with system integrations and the role of APIs for connecting ITSM tools and automating processes

Strong problem-solving, analytical, and troubleshooting skills

Solid understanding of both technical and non-technical aspects of service management, with the ability to work with various stakeholders across the organization

Detail-oriented with a focus on maintaining accuracy and consistency across all change management activities

Understanding of how AI can support automation driving reduced manual effort The ability to thrive in a fast-paced, constantly evolving environment and manage multiple priorities simultaneously

Hands-on experience with legacy system migrations in Change Management

Expertise in the integration of ServiceNow with other tools such as Configuration Management and Incident Management

Familiarity with agile methodologies and how they may impact Change Management workflows

Knowledge of automated testing tools and their integration with change management systems

Strong analytical and problem-solving abilities

Ability to work in a collaborative environment and manage cross-functional relationships Success Measures Improved change success rates and reduced change‑related incidents

Reduction in repeat incidents and unresolved systemic issues

Improved compliance and consistency of service delivery processes

Higher confidence in risk assessment and operational readiness

Sustained adoption of standardized processes across CPTO

Increased automation across all processes

Increased customers satisfaction with the Change process At Optimum, every action and interaction we take part in, is driven by our three

Guiding Principles:

Do What's Right, Drive One Optimum, and Make It Happen. These aren't just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It's all part of the bigger picture of "Be The Difference" where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stops. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements. Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law. Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.