IT Service Management Program Manager

About the Role

Key Responsibilities

• Manages the ITIL Framework Service Management program and best practice process development for Incident Management, Change Management, Problem Management, Asset Management, Configuration Management, and Release Management.
• Creates short-term and long-term strategic road maps for service management and ensures goals and initiatives are aligned with enterprise objectives.
• Analyzes incident, problem, and change processes and related data to identify causes of recurring incidents, alerts, or problems and develop action plans.
• Escalates issues for resolution to avoid reoccurrence or closes problems.
• Examines work queues for problems at risk of missing service agreements and objectives.
• Manages major incident / high severity incident calls and ensures documentation for root cause analysis and corrective actions.
• Manages the root cause analysis (RCA) review process with impacted parties, ensuring quality and in-depth reviews for high impact outages or recurring issues.
• Manages Change Management best practices, including overseeing Change Advisory Board (CAB) meetings.
• Develops ITIL process training material, process documentation, procedures, and work instructions.
• Measures and improves customer satisfaction and engagement using ServiceNow workflows, process enhancements, and metrics.
• Collaborates with IT teams and other departments to review processes, address operational challenges, and develop business requirements.
• Educates and advocates for the use of Service Management processes among internal partners.

Requirements

• 8+ years of relevant ITIL service management experience.
• 10+ years of experience within a technology environment.
• A bachelor's degree or equivalent experience.
• ITIL v3 or v4 certification, minimum foundation level; advanced certification preferred.
• Knowledge in ISO2000:2018 Service Management System requirements.
• Advanced experience utilizing ServiceNow Service Management tool, dashboards, and reporting.
• Knowledge in Lean Six Sigma Methodology.

Qualifications

• Bachelor's degree or equivalent experience.
• ITIL v3 or v4 certification, minimum foundation level.