Job Details

ID #21584819
State Maryland
City Owingsmills
Job type Permanent
Salary USD TBD TBD
Source CareFirst
Showed 2021-10-23
Date 2021-10-22
Deadline 2021-12-20
Category Internet engineering
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Information Technology Service Management (ITSM) Manager

Maryland, Owingsmills, 21117 Owingsmills USA

Vacancy expired!

Resp & Qualifications

PURPOSE:As ITSM Manager, you will be an integral member of the IT Operations team, developing and managing best practices aligned with ITIL. This position is accountable for the end-to-end efficiency and effectiveness of those processes across the business. Through metric and KPI trend analysis, you will recommend service improvement plans with possible solutions obtained from technical teams for the department or business unit.

ESSENTIAL FUNCTIONS:
  • Provide strategic oversight and leadership direction for multiple ITSM processes utilizing the ITIL framework.
  • Lead review and governance to the ITSM tool team for multiple ITIL processes to ensure alignment and data quality.
  • Influence and persuade leadership and team members to deliver best-practice operational processes.
  • Responsible for maintaining all ITSM supporting technology (ServiceNow, etc.).
  • Support all training activities associated with ITSM processes and supporting technology (ServiceNow, etc).
  • Govern reporting of process metrics, Key Performance Indicators (KPIs), Critical Success Factors (CSFs) and perform in-depth analysis.
  • Responsible for leading the organizations CAB with the objective of mitigating potential change impacts.
  • Meet on a regular basis with senior cross-functional leaders to ensure value is being derived from service management activities.
  • Interact with cross-functional leaders to ensure service operations and performance meet mutually defined service level agreements.
  • Effectively communicate to cross-functional senior leaders to deliver appropriate messages on service management maturity and performance against objectives.
  • Ensure team focus on Internal and External Customer Experience to deliver to customer expectations.
  • Collaborate with ITSM process and technology teammates to deliver best practices for customer experience.
  • Collaborate with cross-functional teams to drive continual service improvements across the organization.
  • Deliver quarterly and annual planning events for ITIL processes.
  • Mentor and coach teammates within the ITSM group to build leadership skills and opportunities.

SUPERVISORY RESPONSIBILITY:This position manages people.

QUALIFICATIONS:

Education Level:Bachelor's Degree in Computer Science, Information Technology or related field

OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Experience:
  • 7+ years of experience working in the information technology field
  • 3+ years of experience designing and implementing ITIL processes
  • 4+ years of experience working in large/enterprise scale (2,000+ users) environments
  • 2+ experience with ServiceNow or comparable ITSM platform and how the underlying processes drive effectiveness of the tool
  • Experience with advanced reporting and analysis
  • Excellent written and oral communication skills

Preferred Experience:
  • Servant leadership mindset dedicated to maintaining a culture of self-organization and self-accountability
  • Thorough understandings of ITIL and ITSM to enable appropriate adoption/adaptation across teams
  • Consistent demonstrated ability to lead and persuade others
  • Confident in executive-level presentations
  • ITIL v3 Foundations certification required, Practitioner or Expert certification.

Knowledge, Skills and Abilities (KSAs)
  • Ability to present technical and non technical information to multiple audiences
  • Ability to build relationships across a variety of partner groups in a global environment
  • Ability to plan and manage complex projects
  • Knowledge of engineering theory and design criteria
  • Proficiency with various systems engineering tools and processes.

Travel Requirements:Estimate Amount: 10% Routine travel between CareFirst/SBP locations

Department

Department: Information Technology

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of theCompany to provide equal employment opportunities to allqualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Hire Range Disclaimer

Actual salary will be based on relevant job experience and work history.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Closing Date

Please apply before: 11.04.2021

Federal Disc/Physical Demand

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

Vacancy expired!

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