Manager, IT Service Management & Operations - remote
🔍 United States
Please apply online using a laptop or desktop computer.
POSITION SUMMARY:
The Manager of IT Service Management & Operations oversees the delivery and support of operational IT services across the enterprise. Key responsibilities involve developing IT service management strategies, monitoring service performance, and managing IT service tools and platforms. Additionally, this role includes managing the ServiceNow platform, encompassing its configuration, customization, stability, and performance, and provided support services to help desk team while providing strategic direction for its utilization within the organization. The role also focuses on enhancing the digital workplace experience by ensuring a mature service catalog and excellent service execution. A successful candidate will possess a deep understanding of ITIL concepts, exceptional business acumen, and the ability to interact confidently with business leaders on business-impacting and sensitive matters. This is a remote position (US). #LI-Remote
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ACCOUNTABILITIES:
Service Strategy Development:
- Formulating and implementing IT service management & operation strategies to align with business objectives.
- Service Performance Monitoring: Continuously monitoring and analyzing service performance metrics to ensure high-quality service delivery.
- Incident Management: Overseeing the resolution of IT incidents to minimize service disruptions and ensure timely recovery.
- Change Management: Managing the process of IT changes to minimize risk and ensure successful implementation.
- Problem Management: Identifying and addressing the root causes of recurring issues to prevent future incidents.
Environment Management:
- Overseeing the software development environment controls.
- Access Control Management: Ensuring that role-based access controls (RBAC) are enforced across the organization to maintain data security and compliance.
- ServiceNow Platform Management: Overseeing the configuration, customization, and maintenance of the ServiceNow platform to meet organizational needs.
- Stakeholder Collaboration: Collaborating with various departments to understand their needs and ensure IT services meet those needs.
- Continuous Improvement: Driving initiatives to continuously improve IT service processes and user satisfaction.
- Other duties as assigned.
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