IT Service Management Program Manager

Seacoast National Bank

Stuart, FL

Full Time

Director

10 days ago

Job Description

About the Role

The IT Service Management Program Manager will lead the enterprise IT Incident, Problem, Change and Release Management Practices at Seacoast National Bank. This role is responsible for managing ITIL aligned ITSM processes and procedures, championing enterprise adoption of Service Management processes, and improving practices around key areas such as Incident, Configuration, Problem, Change, and Release Management. The position can be located at any Seacoast Bank location within Florida.

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 and improvement actions for high impact outages or recurring issues.
Manages Change Management best practices, including managing 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 workflow, process enhancements, and metrics.
Collaborates with IT teams and other departments to review existing processes, address operational challenges, and develop business requirements for ongoing improvement.
Educates and advocates internal partners to use and leverage Service Management processes.

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.