Design, implement, and improve upon robust processes to support delivery methods aligned with the ITIL framework..
Develop and manage the transformational ITSM roadmap in collaboration with other IT teams, business partners, and vendors to support, secure, and manage IT Service Management in a complex global environment from production plants to office settings..
Drive incident, change, problem, knowledge, and other activities to ensure process maturity in IT Service Management..
Act as tactical leader throughout a moderate subset of the organization to ensure the processes and systems support the business..
Provide strategic vendor relationship management for ITSM suppliers and various third parties who deploy the technologies..
Lead metrics benchmark, set targets, establish baselines, and create corresponding reporting covering service management processes, controls, end-to-end monitoring, and automation..
Provide strategic and operational leadership, development, and talent management activities for direct reports and their organizations, which may include forecasting resource needs, recruiting, hiring, performance management, training, and budgeting.
You will also collaborate with managers and supervisors in your organization to ensure staff selections align with current and future needs..
Other duties as assigned.
QUALIFICATIONS.
Bachelors degree in a related field or equivalent experience.
Confirmed stakeholder management, presenting to and influencing executive leaders.
Confirmed experience working on high-impact global projects, strategic initiatives, and change management initiatives.
Minimum of eight years of related work experience, five years of supervisory experience.
Experience implementing and leading operations using ServiceNow for a Fortune 100 organization.
Strong customer focus (internal and external), including the understanding of customer centric design and experience.
Demonstrated usage of best practices for managing process, data, and technology to deliver a great client experience.
Extensive familiarity with ITIL process implementation and certification in ITIL.
Agile development experience desired.
Prior experience in defining, creating, and providing operational level support to meet service level agreements, operational level agreements, and standard operating procedures in support of a service catalog.
Experience managing vendor outcomes and performance including owning and negotiating SLAs/OLAs.
