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Job DescriptionENERGY FOR WHAT’S AHEADAre you looking to make a difference in your career? We’re working on smarter grids, cleaner energy and tools to help people manage energy more efficiently.About Information Technology (IT)The role of IT goes beyond the traditional Information Technology “service provider.” Many of the creative ideas and projects that shape the company’s future and move SCE forward are dependent on technology. IT employees are at the heart of these projects, collaborating, designing and executing technology solutions that are transforming our industry.POSITION OVERVIEWThe ITSM Process Manager resides in the Service Management Office and Operations (SMOO) organization. As the ITSM Process Manager, you will be accountable to ensure that all IT Service processes are aligned to the SCE’s target state ITOM model and industry standards in the most efficient and effective way. The SMOO organization is chartered to improve the quality, effectiveness and efficiency of delivering operational services to programs and projects. You’ll be responsible to operate within a multi provider global delivery model to manage execution of the ITSM processes and to ensure that the defined processes can deliver targeted outcomes and benefits to the organization within expected quality.YOUR ROLE
Responsible for strategic direction of the ITSM processes to ensure that the process is consistently deployed and executed. Ensure that the process is defined, documented, maintained and communicated at all levels within the SCE organization and to external vendors. Manage global delivery of ITSM services to ensure targeted objectives for the organization are met.
Provide day to day guidance and direction to all users of the ITSM processes. Monitor and report on the performance of the process to ensure stakeholders meet process compliance and relevant General Computing Controls. Facilitate and participate in process governance functions. Coordinate interactions between ITSM processes to ensure execution of end to end ITIL framework. Define, develop and leverage data analytics to manage Critical Success Factors and Key Performance Indicators for ITSM process performance.
Manage issue resolution and execution of the process across suppliers serving as the Process Manager. Work across diverse teams supporting multiple stakeholders, internal and external vendors, as well as SMEs that span multiple locations. Interacts closely with IT delivery, project and service managers, and technology teams (Architects, Design Engineers, infrastructure engineers and application development and maintenance teams).
Identify and define opportunities for process improvement. Adhere to Continual Service Improvement model with valuable measurements to ensure processes provide the anticipated value to both internal and external customers. Continuously analyze and refine service portfolio metrics to shape future IT service management strategy. Provide reporting and data intelligence to key stakeholders to enable business decisions. Ensure current processes and process improvement recommendations are aligned with CMMI practices.
Work as a catalyst to enable Agile and DevOps methodologies into ITSM process operations. Help develop the organization´s capabilities to provide these services to internal and external stakeholders. Work with various teams across IT to enable multi-mode IT delivery model.
Partner with IT Digital Enablement teams to drive digital adoption in IT/Business operating units. Additionally, partner with major programs, such as Customer Re-Platform Program (CSRP) and Grid Modernization to meet key project objectives.
QualificationsMINIMUM QUALIFICATIONS
Ten (10) years of experience in performing complex analysis, consulting, and providing recommendations.
Five (5) years of ITSM (IT Service management) or IT service delivery experience.
DESIRED QUALIFICATIONS
Bachelor’s degree.
ITILv3 certification(s) or experience working with the ITILv3 methodology
Agile Certification/ Agile Coach
Project Management Certification
COMMENTS
You are legally authorized to work directly as employee for any employer in the United States without visa sponsorship.
Relocation does not apply to this position.
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.#L1-WT1
Vacancy expired!