Manager, IT Service Management (ITSM)

Atlanta, GA 30328 | Direct Hire

Post Date: 04/16/2018 Job ID: 49364 Industry: IT Manager

Manager, IT Service Management (ITSM)

SUMMARY:

Our client is seeking a qualified candidate to fulfill the role of Manager, IT Service Management (ITSM).  The Manager, ITSM will be responsible for operational and service management aspects of global technology infrastructure and end user computing services.  Supporting a high availability global operations environment in all Company facilities is a critical responsibility of this role.

JOB FUNCTIONS: Job functions include, but are not limited to the following:
  • Standardize disparate ITSM platforms across the global landscape onto the company’s global ITSM platform and related environments.
  • Collaborate with IT and business personnel to maximize process efficiency and deploy new process elements related to workflows, approvals, and execution of activities within the company’s global ITSM platform and related environments.
  • Collaborate with IT engineering and operations teams to ensure proper deployment and monitoring of company’s IT security policies, including provisioning tools, workflows, and dashboards within the company’s global ITSM platform and related environments.
  • Provide ownership, administration, and governance of elements of the company’s global ITSM platform and related environments.
  • Provide support and training for both IT personnel and end users for the use of the company’s global ITSM platform and related environments.
  • Develop and maintain documentation and training materials around ITIL/ITSM policies, processes, and standards within knowledgebases and other collaboration mediums.
  • Adhere to corporate Change Management and Service Management procedures.
  • Adhere to corporate standards for the tools and technology used on premise as well as cloud to provide consistent delivery of IT infrastructure and end user services.
  • Identify areas of improvement to improve service performance, stability, and costs.
  • Collaborate with engineering and service management teams to ensure operational acceptance of all new services and technology following ITIL methodologies
  • Adhere to Global Infrastructure Operations Standards, Policies and Procedures.
  • Lead in continuous improvement of the design and ongoing development of IT services and their associated technology and support processes across the user community.
  • Consolidate current workflows and identify areas of improvement in current processes.

BACKGROUND / EDUCATION/ EXPERIENCE:
  • Bachelor’s degree in Information Technology or related field, with ten years related experience or Associate degree with fifteen years related experience.
  • Experience in a 24/7 high-availability multi-site enterprise environment that includes including application hosting, voice and data networks, security management, and information protection.
  • Successful track record of collaboration with teams that deliver on operational priorities.
  • Strong understanding of ITIL frameworks, governance policies and associated processes. ITIL certifications desirable.
  • Experience with IT Service Management and IT Operations Management within the Service Now platform.
  • Experience with Service Now Security Operations and Governance/Risk/Compliance modules preferred.  Service Now certifications desirable.
  • Strong written and verbal communication skills across a broad range of personnel across all business functions.  Experience in a manufacturing environment desirable.
  • Ability to work in a virtual global team environment across all time zones.
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