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.
- 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
- 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.
- 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.
Vacancy expired!