Manager, IT Service Management Governance
Position Overview The Manager, IT Service Management (ITSM) is responsible for the overall implementation, ongoing management, and continual improvement of ITSM best practices within all areas of IT. This includes the development and strong governance of the strategic ITSM roadmap for transformation and automation, creative and ITIL-based solutions, Service Level Agreement (SLA) and Key Performance Indicator (KPI) reporting, identification and execution of continuous improvement measures, critical success factors, and activity metrics. The ITSM Manager will drive long-term vision and process maturity while working with business units and IT teams to identify strategic opportunities to improve service delivery efforts and provide optimal business value. A passion for best-in-class customer experience, asking questions to encourage improvement while providing strong expertise in the ITSM and ITIL domains. This leader will have deep experience with ServiceNow, IT Service Management and ITIL methodology. Responsibilities & Qualifications
Responsibilities:
Develops and manages IT service management processes including incident and problem management, request management, change and configuration management, release and deployment, service catalog management, service level management, supplier management, demand management, availability/capacity management, knowledge management, continual service improvement Provides thought leadership to the ITSM transformation maturity roadmap that continually evaluates 'How can this be done better, faster, easier while delivering a superior customer experience' Manages the day-to-day operations of the Service Management Office to ensure consistency and compliance with ITIL policies and processes Develops and manages customer satisfaction surveys and results to ensure customers are receiving optimal service Oversees the development, delivery, and interpretation of dashboards and scorecards, KPI's, and other service management metrics Coordinates with key IT stakeholders in Corporate and regional teams to identify, document and communicate meaningful metrics and SLAs Establishes and manages the continual service improvement register to identify areas of improvement and provides the status of these improvements to IT and business leaders Oversee and support ITSM continuous improvement initiatives and implement enhancements based on clearly defined metrics and associated KPI's Proactively seek opportunities to drive increased self-service adoption, automation and mobile initiatives to reduce ticket volumes and improve resolution rates. Ensure efficient and effective integration between assigned process areas and other related ITSM process areas (e.g., Incident, Problem, Knowledge, Change, Configuration Management, etc.) Partner with key stakeholders to improve the asset management process. Manage and give direction to the team(s) responsible for supporting enterprise tools (e.g., ServiceNow, Apptio, Flexera, Azure DevOps, Jira) Identify opportunities to simplify the tool landscape, automate manual steps, increase employee productivity, enhance license compliance, or improve cost transparency. Leverage enterprise tools and incorporate other sources to enhance the view of IT asset to include the management and relationships defined in the configuration management database (CMDB) Identify and deploy solutions to support the enterprise architecture team's need to maintain the IT portfolio, reduce technical debt, and build capability matrices and reference architectures Requirements:
Bachelor's degree in IT, Business, Computer Science, or related field required 7
years of experience managing IT service management initiatives and the entire ITSM lifecycle Demonstrated experience using ServiceNow ITSM (Incident, Problem, Change, and Request Management) products A solid understanding of ITSM with practical experience designing, implementing, and supporting ITIL improvements 5
years of service delivery experience overseeing large-scale enterprise initiatives, programs, and projects 5
years of experience utilizing ITSM processes in a large-scale organization 3
years of experience managing customer service satisfaction and service levels ITIL Expert Certification, ITIL Knowledge (Foundations V3 or V4) Excellent communication who can collaborate to build relationships across multiple functions and geographies Results-oriented approach with the ability to drive change Ability to create and deliver presentations to all business levels. Strong planning, coordination, and organizational skills Ability to work independently, multi-task and work autonomously with minimal supervision Experience leading diverse teams, either directly or indirectly, with demonstrated ability to organize and direct work Experience building and managing IT governance management process to include developing KPIs/metrics Preferred
Qualifications:
Master's degree or MBA Demonstrated experience using and integrating Apptio IT Planning and Cost Transparency modules and Flexera One with ServiceNow Business Relationship Management Professional (BRM) Certified Project Management Professional (PMP)
Salary Range:
$80K -- $100K
Minimum Qualification
Government & MilitaryEstimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
Develops and manages IT service management processes including incident and problem management, request management, change and configuration management, release and deployment, service catalog management, service level management, supplier management, demand management, availability/capacity management, knowledge management, continual service improvement Provides thought leadership to the ITSM transformation maturity roadmap that continually evaluates 'How can this be done better, faster, easier while delivering a superior customer experience' Manages the day-to-day operations of the Service Management Office to ensure consistency and compliance with ITIL policies and processes Develops and manages customer satisfaction surveys and results to ensure customers are receiving optimal service Oversees the development, delivery, and interpretation of dashboards and scorecards, KPI's, and other service management metrics Coordinates with key IT stakeholders in Corporate and regional teams to identify, document and communicate meaningful metrics and SLAs Establishes and manages the continual service improvement register to identify areas of improvement and provides the status of these improvements to IT and business leaders Oversee and support ITSM continuous improvement initiatives and implement enhancements based on clearly defined metrics and associated KPI's Proactively seek opportunities to drive increased self-service adoption, automation and mobile initiatives to reduce ticket volumes and improve resolution rates. Ensure efficient and effective integration between assigned process areas and other related ITSM process areas (e.g., Incident, Problem, Knowledge, Change, Configuration Management, etc.) Partner with key stakeholders to improve the asset management process. Manage and give direction to the team(s) responsible for supporting enterprise tools (e.g., ServiceNow, Apptio, Flexera, Azure DevOps, Jira) Identify opportunities to simplify the tool landscape, automate manual steps, increase employee productivity, enhance license compliance, or improve cost transparency. Leverage enterprise tools and incorporate other sources to enhance the view of IT asset to include the management and relationships defined in the configuration management database (CMDB) Identify and deploy solutions to support the enterprise architecture team's need to maintain the IT portfolio, reduce technical debt, and build capability matrices and reference architectures Requirements:
Bachelor's degree in IT, Business, Computer Science, or related field required 7
years of experience managing IT service management initiatives and the entire ITSM lifecycle Demonstrated experience using ServiceNow ITSM (Incident, Problem, Change, and Request Management) products A solid understanding of ITSM with practical experience designing, implementing, and supporting ITIL improvements 5
years of service delivery experience overseeing large-scale enterprise initiatives, programs, and projects 5
years of experience utilizing ITSM processes in a large-scale organization 3
years of experience managing customer service satisfaction and service levels ITIL Expert Certification, ITIL Knowledge (Foundations V3 or V4) Excellent communication who can collaborate to build relationships across multiple functions and geographies Results-oriented approach with the ability to drive change Ability to create and deliver presentations to all business levels. Strong planning, coordination, and organizational skills Ability to work independently, multi-task and work autonomously with minimal supervision Experience leading diverse teams, either directly or indirectly, with demonstrated ability to organize and direct work Experience building and managing IT governance management process to include developing KPIs/metrics Preferred
Qualifications:
Master's degree or MBA Demonstrated experience using and integrating Apptio IT Planning and Cost Transparency modules and Flexera One with ServiceNow Business Relationship Management Professional (BRM) Certified Project Management Professional (PMP)
Salary Range:
$80K -- $100K
Minimum Qualification
Government & MilitaryEstimated Salary: $20 to $28 per hour based on qualifications.
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