We Are Veritone
We are driven by the belief that Artificial Intelligence is mankind's greatest
invention. It is the key to building a safer, more vibrant, transparent, and
empowered society. We are determined to be an active contributor to shaping
our future for the better. We care about the ethical implications of AI and
the prosperity and well-being of all individuals, as well as the growth and
continued successes of our employees, customers, and partners.
Veritone's mission today is more important than ever. We're here to
democratize AI and enable every organization and every person with the power
of AI. What started in 2014 with the idea of providing unified access to
hundreds of cognitive engines through one common software infrastructure,
evolved to the world's first AI operating system, aiWARE, which orchestrates a
diverse ecosystem of cognitive engines to power intelligent automation for
both commercial and government organizations. As we progress, we will continue
to move humans from “in” to “on” to “out of the loop” to help them accelerate
workflows, save time and costs, and uncover new insights and opportunities.
You can view us at: www. veritone.com / www. veritoneone.com
What you'll do
The VP, Technology Service Management is the senior leader in the
company strategically and operationally responsible for setting up ITIL based
ITSM processes, building and operating internal and external technology
service operations (internal IT service desk, and external customer support
service), and driving continuous service performance improvement.
The leader needs to coordinate with almost all business and functional
departments, be responsible for service culture and customer satisfaction
(CSAT), to be best-in-class among the technology service industry.
This position will report to the CIO and have company wide visibility.
Veritone is a Remote First company.
Responsibilities
Oversee Veritone's technology service management organization
Enables and champions a service culture
Champions and promote service improvements on an ongoing basis to
continually improve quality and customer satisfaction with employee and
customer technology support services
ITSM Processes and Operations:
Design, develop, and implement IT service management processes and frameworks aligned with industry best practices, such as ITIL.
The ITSM processes to be immediately set up are incident, SLA, problem, change, service catalog, identity and access, request management.
Problem management – Identify problems from incidents, proactively manage problems to prevent repeatable issues.
Change management – Define and orchestrate change management process to ensure production changes follow the process to improve quality of changes.
Access management – IT system identity and access operations (with process ownership of security team)
Request management – manage standard service catalog and non-standard requests, work PMO as process owner, to properly handover requests that should be converted to projects.
Service catalog - Creates and maintain the catalog description of existing services offered
Oversee the day-to-day operations of IT service management, ensuring service levels are met, incidents are resolved efficiently, and service requests are fulfilled in a timely manner.
Continuously monitor and improve ITSM processes, identifying opportunities for optimization and driving operational efficiency.
Reviews service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve service performance
Collaborate with cross-functional teams to ensure seamless integration of ITSM processes with other IT functions.
Maintains day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with ITSM Services
ITSM platform management – manage ITSM platform (Jira) to be the orchestration platform of adopted ITSM processes. Create reports and dashboards to track service performance.
Ensures alignment of ITSM solutions to Veritone's business needs
Communicates the organizational ITSM vision and the process goals to business
IT Service Desk (employee support)
Establish and lead an internal IT service desk function to provide technical support and assistance to internal stakeholders.
Develop service desk procedures, standards, and metrics to ensure timely and effective resolution of incidents and service requests.
Hire, train, and mentor service desk staff, fostering a customer-centric mindset and promoting continuous improvement.
Implement tools and technologies to streamline service desk operations, enhance self-service capabilities, and enable effective knowledge sharing.
Manage help desk partner to ensure consistent help desk performance (average speed to answer, abandon rate, first contact resolution, end user satisfaction, SLA compliance)
Customer Support Service
Define and implement strategies to deliver exceptional customer support services, ensuring high customer satisfaction (CSAT) levels.
Develop customer support service standards, metrics, and processes to efficiently address customer inquiries, issues, and escalations.
Collaborate with product teams to provide feedback on customer pain points and drive product improvement initiatives.
Lead and inspire a customer support team, encouraging a customer-first approach and fostering a positive customer experience.
Critical incident management – set up Conference Bridge, contact on-call engineer and subject matter expert (SME) and broadcast incident progress until full resolution.
Knowledge Management:
Establish and manage a knowledge management system to capture, organize, and disseminate relevant information and resources.
Develop knowledge management processes and standards to ensure the creation, maintenance, and accessibility of accurate and up-to-date knowledge articles, for internal users, partners and customers.
Manage our product certification program with collaboration with product teams
Use technology (e.g. artificial intelligence) to improve service and
support experience and efficiency.
Integration of acquired company's technology service functions globally,
standardize on service tools, service process, service metrics, service
operations globally.
Maintains day to day responsibility for the ownership and resolution
(including any referral or escalation as may be necessary) of team
member support and customer support service issues which arise in
connection with team members and customers.
Foster a service culture across the organization, instilling a mindset of
continuous improvement and customer-centricity.
What You'll Need
15+ years of progressive leadership experience in IT service desk and/or
customer support operations. Among that, at least 5 years of senior global
service management experience managing teams of varying sizes and
timezones
Bachelor's degree in computer science, information systems, or a related
field (advanced degree preferred).
Proven experience in IT service management, including the design and
implementation of ITSM processes and frameworks.
Demonstrate a keen understanding of the organization culture as well as
the overall business needs relative to the IT service management
Demonstrated competency in strategic thinking and leadership with strong
abilities in relationship management
Strong knowledge of industry best practices, such as ITIL, and the ability
to adapt and apply them to organizational needs.
Experience with deployment of ITSM tools (Jira, ServiceNow, Remedy)
Demonstrated leadership experience in managing internal IT service desk
and customer support teams globally
Experience in knowledge management, including the development and
maintenance of knowledge bases and self-service portals.
Good understanding of IT technologies and solution (e.g. ERP, web,
infrastructure, cloud, client PC, security, business intelligence)
Excellent communication and interpersonal skills, with the ability to
effectively collaborate and influence stakeholders at all levels.
Strong analytical and problem-solving abilities, with a focus on driving
operational efficiency and service improvement.
Ability to lead and inspire teams, fostering a culture of continuous
learning, innovation, and customer-centricity.
Relevant certifications, such as ITIL Foundation, or similar, are highly
desirable.
Strong project management skills - demonstrated ability to manage multiple
projects and priorities
Strong communication skills
A natural influencer and coalition builder; passionate about building high
performing teams.
What We Offer
A competitive compensation package
Equity Grant(s)
Employe Stock Purchase Plan (ESPP)
Remote first + Hybrid workplace
VERI Communities (Affinity Groups) & Belonging
Empowerment to build your career journey at Veritone
Flexible (Paid) Time Off
Benefits Program: medical, dental, vision, 401K matching, and more!
Mental health awareness and support
An opportunity to be a part of the next big thing in artificial
intelligence!
Our Culture
Loves learning & continuous growth; stays current on marketing trends
Can juggle multiple projects, priorities, and deadlines with a positive
attitude
Comfortable in a fast-paced, small company environment
Collaborative and always contributing value
Driven to win as a team
Remote first workplace
Check us out!
Veritone is a leading provider of artificial intelligence (AI) technology
and solutions. The company's proprietary operating system, aiWARE,
orchestrates an expanding ecosystem of machine learning models to transform
audio, video and other data sources into actionable intelligence. We love to
continuously grow while staying ahead of trends and creating structure in an
unstructured world.
If you've made it this far and align with our goals, we look forward to
reviewing your qualifications!
Disclosure
Our company provides equal employment opportunities (EEO) to all employees
and applicants for employment without regard to race, color, religion, sex,
national origin, age, disability or genetics.
(Colorado & California Only): Minimum annual salary of $187,000.00. This
base pay is for illustrative purposes only and will be determined based on
skills and experience comparable to the job requirements. This position may be
eligible for additional compensation and benefits including but not limited
to: incentive compensation; health benefits; retirement benefits; life
insurance; paid time off; parental leave and benefits; and other employee
perks and benefits.
Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary
compensation for this role when being hired in Colorado.
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