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IT Service Management Director

Date: Aug 9, 2019

Location: Kansas City, MO, US, 64108

Company: Hallmark

     reqid: 31136 


You need a job. You want a career. Working someplace you can be yourself and belong while creating something that makes a difference. Something that makes the world a better place. Perfect timing. Hallmark is looking for someone like you.


At Hallmark our Information Technology (IT) division is vital to helping Hallmark win in the marketplace. We play a leadership role in identifying, developing and managing technology and process solutions; we pro-actively partner with business areas to develop new capabilities, build reliable solutions and efficiently manage the corporation’s investment in technology and end-to-end processes.



This role is responsible for overall ITIL aligned IT Service Management strategy, policies, processes, and tools. This role will interact with various IT teams and will play an integral part in institutionalizing and ensuring the success of IT Service Management processes so that we improve quality of service, reduce risk, increase satisfaction, and reduce the cost of service. This role will be responsible for owning and developing overall strategy, policies, processes, and implementing/managing tools related to IT service management.



  • IT Service Management: Responsible for IT service reporting (e.g., productivity metrics, KPIs, SLAs) and quality control (e.g., compliance reporting, management escalation, process auditing, etc.). Lead the ITSM aspects of ITIL processes including service transition, change management, incident management, major incident management, problem management, service catalog, etc. Present service maturity models, reports, and action plans to IT senior leadership.
  • Process improvement: Own and act as the primary expert on ITSM practices and guides key stakeholders in the utilization of ITSM practices to achieve the delivery of high-quality IT services. Design and develop key service management processes, workflows, and data model requirements following best practices.
  • Vendor Management: Manage third party service providers accordingly to ensure adherence to practices and integration with third party systems and practices.
  • Training and Documentation: Educate and train employees and teams as required for adoption and execution of ITSM practices. Produce process documentation that includes but is not limited to process framework, standard operating procedures, roles and responsibilities, tool requirements, performance management plans, communication plans and training requirements. Develop communications plan to roll out new processes and initiatives


Interested? Follow the application instructions below to apply.
You must show how you meet the basic qualifications (listed below) in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT. 
In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference and background checks.

The following is required to be considered for the role: 

  • Bachelor's degree in Computer Science or 4 years professional work experience
  • 10+ years of experience in information technology with at least 5 years in an IT service management role with increasing responsibility 
  • ITL Foundation certification



Your resume will stand out if you have:

  • ITIL Practitioner certification
  • Experience with designing and implementing departmental practices.
  • Experience influencing and partnering with senior level management.
  • Strong leadership, relationship management, influence & negotiation management, and conflict management skills preferred.
  • Strong project management skills with the ability to manage multiple responsibilities, priorities, tasks and projects simultaneously.
  • A dynamic profile with a result-oriented approach to work and an ability to motivate others to deliver results.
  • Business acumen with well-developed presentation and facilitation skills.
  • Ability to effectively handle multiple priorities and assignments.
  • Strong customer and vendor management skills.
  • Knowledge and experience with ServiceNow. 




At Hallmark, we help people feel connected to what matters. That’s true of our employees, just as it is our consumers. Providing benefits that support the lives and wellbeing of Hallmarkers is among the most important investments the company makes.

Hallmark benefits are designed to give you choices. Wherever you are in life, we want you to find the benefits that are right for you and your loved ones. Explore the Hallmark Benefits Guide to learn more.

Hallmark is an equal opportunity employer.  All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status.  Principals only please.


Nearest Major Market: Kansas City

Job Segment: Performance Management, Human Resources

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