IT Service Management Process Manager

Job Description:

Information Technology Service Management Process Manager Summary:

The Information Technology Service Management Process Manager (ITSM Manager) role is primarily responsible to oversee and lead one or more of the Information Technology Information Library (ITIL) - (Incident, Problem, Change, Service Level, Asset, Configuration and Knowledge) processes. This role will be instrumental in the development of service strategy and assist in the design, communication and enforcement of these processes. The ITSM Manager will lead organizational efforts towards IT Service Management (ITSM) maturity and serves as Process Manager for various ITSM projects.

Responsibilities:

• Initiate on-going ITSM efforts to simplify interactions between IT groups
• Work with relevant teams to implement cross-functional services and workflows
• Work with IT groups and leadership to develop policies and rules of engagement
• Discover, clarify and formalize existing services and processes
• Develop and document process for updating or making changes to existing services
• Develop process for defining new services
• Ensure multiple perspectives are represented in the definition and evolution of services, including customer/business, client, support, client representatives, and ITSM teams.
• Review and report on IT Service performance, metrics, operational issues
• Identify IT Service needs and opportunities based on customer outreach, service performance, metrics, operational issues or emerging or unmet needs
• Define strategy and process to both employees and support teams to ensure consistent understanding of the services under management
• Direct the day-to-day ITIL life-cycle process consultation and support with the ability to balance formal process definitions with realistically achievable goals
• Partner with the leadership team that designs and implements ITSM and supports the operation of end-to-end IT services and IT processes to ensure alignment of ITSM  goals and integration of service workflow and process, where appropriate
• Promote ITSM governance structure with representatives from each of the major functional/technical areas that support or provide the service.
• Mentor service managers and service providers
• Participate in special projects and performs other duties as assigned
• Other duties as assigned

Qualifications:

• Bachelor's degree from four-year college or university and 7 or more years of related experience; or equivalent combination of education and experience
• Proven track record of training, coaching, motivating, and mentoring staff
• Strong negotiation skills
• Excellent written and oral communication skills, including presentation skills
• Excellent analysis and problem solving skills.
• Strong working knowledge of ITIL process framework 
• ITIL Foundation certified (must have)
• Strong working knowledge of current versions of the Microsoft Office product suite
• Ticketing system documentation and knowledge base article creation experience
• Microsoft Office Suite
• Windows operating systems
• Ticketing system experience (preferably ServiceNow)

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the eighth consecutive year, Signature was voted as one of the “Best Staffing Firms to Work For” and is now the 14th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 26 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients’ technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com.