Vacancy expired!
Why WWT?
Fueled by creativity and ideation, World Wide Technology strives to accelerate our growth and nurture future innovation. From our world class culture, to our generous benefits, to developing cutting edge technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative and think outside the box when it comes to delivering some of the most advanced technology solutions for our customers.At a glance, WWT was founded in 1990 in St. Louis, Missouri. We employ over 7,000 individuals and closed $13 Billion in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the tenth consecutive year!Manager – IT Service Management World Wide Technology (WWT) is a global technology integrator and supply chain solutions provider that brings an innovative and proven approach to how organizations around the world discover, evaluate, architect, and implement technology. Based in St. Louis, WWT works closely with industry leaders such as Cisco, HP, EMC, NetApp, Citrix, VMware, and Dell, focusing on three market segments: Fortune 500 companies, service providers and the public sector. WWT employs more than 8,000 people and operates more than 3 million square feet of state-of-the-art warehousing, distribution and integration space strategically located throughout the world. WWT is proud to announce that it has been named on the FORTUNE “100 Best Places to Work For®” list for the eleventh consecutive year. If you are an IT Service Management and ServiceNow enthusiast, WWT currently has an opportunity available to lead the fast paced and dynamic ITSM team in St. Louis, MO. Description: The ITSM Manager will lead a group of talented ITIL Process Owners and ServiceNow Developers whose mission is to improve the quality, effectiveness, and efficiency of IT services offered to WWT by focusing on the delivery of end-to-end services using ITIL best practice models. Foundational skills in incident response, incident, problem and change management, knowledge, CMDB and event analysis/ reporting are essential when setting the direction for the team and driving the continual improvement of our ITSM process. The ITSM Manager should have a solid base understanding of ServiceNow capabilities and be able to guide the direction & strategy for WWTs Internal IT ServiceNow platform. The ITSM Manager will coordinate activities for the team, need to be able to work well with other people and have strong verbal and written communication skills, a sense of diplomacy, ability to anticipate obstacles, and decision-making skills to handle the fast-paced world of IT Service Management while focusing on the career development of the team. Responsibilities:- Recruit and grow extraordinary developer and analyst talent while supporting their growth through performance reviews, constant feedback, coaching, and mentorship
- Iterate on processes such as onboarding, knowledge sharing, and pairing to ensure the team continues to grow and have the knowledge necessary to do their job effectively
- Collaborate with developers and analysts on the team to review architecture, design, development, testing, deployment, and process enhancements
- Coach, mentor, and give constructive feedback to help developers and analysts grow in their professional careers
- Promote an inclusive team culture where developers and analysts of diverse backgrounds can learn and grow
- Facilitate the definition of the vision and strategy for the team and effectively communicate them to the team and partners through stakeholder engagements and roadmap showcases
- Work with product owners, stakeholders and the ITSM team to prioritize, plan and execute work while balancing technical enhancements, tech debt management and new feature development
- Build relationships with partners across IT and other functions, balance their and the team's needs, communicate effectively, and work to resolve any friction that might hinder effective collaboration.
- Technically advise and provide feedback on solutions and decisions, making sure they align with the strategic vision
- Applies ITSM frameworks, methodologies, and standards holistically in the context of WWT’s strategic vision and culture
- Enhance and drive adoption of ITSM best practices throughout the IT organization
- Oversee the tactical and strategic direction for ServiceNow platform to maximize investment and drive organizational efficiencies through native ServiceNow functionality
- This position requires occasional after-hours/weekend support for Major Incident Management and back-up coverage for the Change/Release Manager.
- Builds positive relationships with stakeholders by providing excellent service/support and consistent communication as appropriate
- Develop and manage relationships with key external vendors and partners
- Understand and drive budget management for software, hardware, and resources to support the ITSM team
- Bachelor's degree from an accredited college or proven history of comparable work experience. A degree in Computer Science, Information Systems or another related field is preferred.
- 3+ years’ experience in managing people and career development
- 5+ years’ experience in Service Management & ServiceNow Experience
- Ability to think effectively at conceptual, strategic, and tactical levels, with a strong process mindset focused on ITIL / ITSM.
- Strong understanding of multiple ITSM disciplines including Problem, Incident, Change, Outage, Knowledge, Asset Management, and CMDB/CSDM.
- Change agent with effective communication and presentation skills supported by a high level of energy and persuasion. Ability to interact with all levels of the organization in a professional, diplomatic, and tactful manner.
- Comfortable with public speaking, presenting project status to senior management, and participating in cross functional committees and working teams.
- Must be able to work in a fast-paced environment on multiple projects with independent deadlines and deliverables and have a strong attention for detail.
- Position requires self-motivation and the ability to work effectively under minimum supervision, as well as within a team structure.
- Effective oral and written communication skills; proficient with Microsoft Word, Excel, Outlook, Project, Visio, etc.
- A proven track record in ITSM project management, ideally with a strong background in delivering strategic ServiceNow IT Service management solutions
- ITIL V4 Foundation certification.
- Familiarity with Agile, an iterative and incremental framework for developing and managing work.
- Experience with delivering and operating ServiceNow.
- Experience working in a fast-paced environment such as a Service Desk or Network Operations Control Center.
Vacancy expired!