Service Delivery Lead ITSM

JOB SUMMARY
The Service Management Lead of the Service Management Office is responsible for ensuring the overall success of the Service Management program.  This position focuses on developing, implementing, and overseeing IT services including IT Problem Management, IT Asset Management, IT Change Management, IT Major Incident, and IT Disaster Recover. 
 
RESPONSIBILITIES

• Assist in developing and implementing IT service process and procedures.
• Oversee processes to ensure adherence and on-going process improvement.
• Collaborates with business leaders and business analysts to ensure that the system and/or process (change management, Problem Management, Major Incident, & Disaster Recovery process, etc.) is providing value to the organization.
• Schedules, plans, facilitates, and documents all Change Advisory Board (CAB) meetings.
• Assists with documentation and administrative support for Major Incident response and Problem Management investigations.
• Analyze records associated with IT processes to identify any trends to be addressed.
• Assesses and delivers on process job aids and training needs for staff and stakeholders.
• Produce standard reports and dashboards to provide transparency on IS process maturity and conducts presentations on both a scheduled and ad-hoc basis.
• Monitors for vendor and industry advancements, evaluates them in the context of business needs and environment fit, sharing with business stakeholders as appropriate.
• Schedules individual system and enterprise-wide disaster recovery exercises.
• Liaises with all necessary parties to coordinate process changes.

QUALIFICATIONS

• Bachelor’s degree from four-year college or university, or 5 to 7 years’ related experience and/or training; or equivalent combination of education and experience.
• Relevant vendor or industry certifications (e.g., ServiceNow, PMP, ITIL etc.).
• Demonstrated success automating and/or continually improving Information Services systems or processes.
• Strong interpersonal and communication skills with the ability to develop effective relationships and influence key stakeholders at all levels in the organization.
• Demonstrated success creating status or progress reports/dashboards.
• Experience in Asset Management, Vendor Management, Problem Management, and IT procurement processes.
• Information Technology Infrastructure Library (ITIL) and IT Service Management knowledge is required.
• Extensive knowledge of one or more of the following IT Management and Governance Processes, and familiarity with the others: Change Management, Assess Management, Major Incidents, Problem Management, Service Catalog, and Disaster Recovery.