Company Overview

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

THE ROLE

The IT Director of Service Management is a strategic leadership position responsible for overseeing the development, implementation, and optimization of IT service management processes and practices within the organization. This role plays a crucial part in ensuring the delivery of high-quality IT services that align with business objectives and meet or exceed customer expectations. This role will be accountable for worldwide delivery of the customer support experience.

WHAT YOU’LL ACHIEVE

• Delivery of a comprehensive IT service strategy aligned with the overall organization’s business goals
• Implementation of industry best practice service offerings
• Definition and implementation of Key Performance Indicators measuring the effectiveness and efficiency of key service delivery areas
• Active maintenance of a robust service catalog that includes service definitions, dependencies and SLAs 
• Efficient implementation and delivery of incident, problem and change management processes
• Engagement with key business partners to develop, negotiate and monitor SLAs, ensuring levels meet or exceed customer expectations
• Ongoing worldwide support coverage with distributed resources optimized for availability and capacities
• Development and maintenance of relationships with key vendors providing key technologies and resources contributing to the organization’s success
• Implementation of IT services that comply with industry standards and security policies
• The curation of a high performing team of professionals, providing mentorship, clear objectives, guidance and development opportunities
• Identification of opportunities for service delivery automation, including knowledge base optimization, self-service and AI tools
• Expertly communicated and efficiently resolved major incidents in the IT systems landscape
• Robust engagement with the IT organization supporting the delivery of new functionalities, systems and service offerings
• Delivery of site services at key company locations, ensuring on site services meet or exceed expectations

This is a location specific position that requires you to come into the office regularly to be most effective. 

WHAT YOU’LL NEED TO BE SUCCESSFUL

• Minimum of 12 years of experience managing and/or directing IT operations team(s) encompassing service desk and systems engineering 
• High interest in continuous improvement by identifying areas for enhancement and implementing best practices
• Strong experience of transforming to a disciplined service management culture
• Strong problem management skills, the ability to be a strong escalation manager that can personally run major incidents
• Excellent conceptual, organizational, analytical, and problem solving skills
• Excellent verbal and written communication skills
• Ability to build consensus and relationships among managers, partners, and employees
• Proven experience in vendor management and contract negotiations

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs" are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world. 

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs
• Medical insurance
• Generous, flexible time off 
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave 
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing  

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.