Manager of ITIL & Process Operations

The Manager of ITIL & Process Operations will lead the team responsible for the implementation and continuous improvement of ITIL and other operational processes to ensure smooth and efficient IT service delivery at Five9. This role will be instrumental in driving operational excellence and fostering a culture of continuous improvement. The successful candidate will have a strong understanding of ITIL and other industry standard IT service management frameworks, and will be able to translate those concepts into practical and effective processes. They will also possess excellent project management, change management, and people management skills to effectively lead their team. Key responsibilities include: - Develop and implement ITIL-based processes and procedures to enable efficient IT service management - Establish metrics and KPIs to measure process effectiveness and identify areas for improvement - Lead process improvement initiatives and drive continuous optimization of IT operations - Manage a team of process analysts and subject matter experts to ensure consistent execution of processes - Collaborate cross-functionally with IT and business stakeholders to align processes with organizational goals - Provide training and guidance to the broader IT team on ITIL and other best practices - Stay up-to-date with industry trends and best practices to inform process evolution

Five9 is a leading provider of cloud contact center software for the enterprise market, bringing the power of the cloud to more than 2,000 customers worldwide and facilitating billions of call minutes annually. The Five9 Virtual Contact Center and Intelligent Cloud Contact Center products are designed to help contact centers of every size create exceptional customer experiences. The company has received numerous awards and recognition, including North American Cloud Contact Center Product of the Year, and has been named a market leader in the Gartner Magic Quadrant for eight consecutive years.