Manager, IT Service Management & Operations - remote

REQUIRED QUALIFICATIONS:

Knowledge of: 

• Deep understanding in the ITIL Service Lifecycle model
• Expert in the end-to-end operational practices of Information Technology  
• Organizational leadership concepts
• Proven ability to manage and prioritize multiple projects and initiatives in a fast-paced and dynamic environment
• ITIL Domain Expertise: In-depth knowledge and expertise in ITIL (Information Technology Infrastructure Library) best practices
• Proven track record of implementing ITIL processes to improve service management and delivery.
• Experience in managing a workforce, including handling people management duties such as staffing, training, performance evaluations, and team development. 

Ability to:

• Engage confidently with business leaders on business-impacting matters and handle sensitive issues with professionalism and discretion.
• Communicate effectively, both orally and in writing, including explaining digital concepts to business leaders and business concepts to technologists, and selling ideas and processes internally at all levels, including senior business leaders.
• Build and lead teams, balance team and individual responsibilities, and achieve goals through collaboration with others not directly under your supervision.
• Collaborate effectively with cross-functional teams and present complex concepts to both technical and non-technical stakeholders.
• Manage complex, fast-paced critical incident management activities calmly and swiftly.
• Understand business needs and proactively anticipate, identify, and address those needs.
• Develop initiatives and drive cultural and behavioral change across the organization at all levels.
• Effectively guide and sustain change in a dynamic and complex operating environment.
• Handle sensitive issues with tact and diplomacy, effectively diffuse contentious situations, and operate with a high level of discretion and discernment.
• Perform complex organizational diagnostics to uncover and resolve operational inefficiencies, acting as a persuasive and trusted advisor to IT stakeholders.  

Education and/or Experience:

• Bachelor’s degree in Computer Science, or Engineering/Business with an emphasis in Information Technology. However, upon evaluation, equivalent related experience and/or education may be substituted for degree requirement.
• 2 or more years of experience as a people leader or in a leadership role.  

BENEFITS:
NMDP offers regular, full-time employees medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits. Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees. Please reference this link for more information: NMDP Benefit Information