IT Service Management Manager
2 months ago
**Who we are**:
Cornerstone Capital Bank is a new bank, with over $330 million in capital and $2 billion in total assets, and arises from the combination of mortgage industry giant Cornerstone Home Lending and community banking standout Roscoe State Bank. You’ll be on the front end of working for an innovative large community bank that is a leader in mortgage lending and community banking and growing in middle-market commercial and real estate lending.
Our mission is to use and improve on our talents to make a difference to the lives of our employees, customers, shareholders, and the people who provide services to us. We employ people who are passionately committed to Cornerstone’s Mission, Vision & Core Convictions. Our brand is known for on-time performance - a key core conviction of Cornerstone.
We honor **God** by using our talents to make a **positive difference** in the lives of our Team Members, Clients, Shareholders, Communities, and the People who provide services to us.
**Who we are looking for**:
As an ITSM you will be the owner of creating, tracking, and reporting on ITIL processes. Operation across IT functional areas, the ITSM Manager ensures alignment with Business needs, as well as implementing and continually improving service management policies and processes for optimal efficiency and effectiveness.
The role of the ITSM Manager comes with the end-to-end responsibility of managing, communicating, escalating, investigating, and providing resolution of critical incidents. The Manager ensures timely updates with sufficient quality. You will act as an incident escalation focal point and resolve conflicts and bottlenecks.
**What you’ll do**:
- Develop and implement IT Service Management training strategy and plan.
- Lead personnel management, including staff recruitment, performance assessment, training, and mentoring.
- Partner with other leaders to work across the organization and effectively perform day-to-day operations.
- Drive root cause analysis and corrective action across the IS
- Develop, coordinate, and perform post-change reviews of scheduled changes.
- Provide hands-on help and guidance through direct involvement in support provision.
- Provide accurate and regular reports to the management on service delivery performance.
- Monitor key performance indicators (KPIs) related to IT service delivery, such as resolution times, customer satisfaction scores, and SLA compliance, and take corrective actions as necessary to meet performance targets.
- Provide training and guidance to ITSM staff on ITIL best practices, service management tools, and organizational processes to support professional growth and improve service delivery capabilities.
**What you’ll need to be successful**:
Success in this job relies on your time management skills, organization, and positive attitude. In addition, you’ll need the following qualifications:
- High School diploma, GED, or equivalent work experience
- In-depth knowledge of ITIL (Information Technology Infrastructure Library) framework
- Proficiency in IT service management tools
- Possess strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
- Understanding of IT governance and compliance
- Technical expertise in IT infrastructure
- Effective communication and presentation abilities
- Analytical and problem-solving mindset
- Decision-making skills
- Adaptation and flexibility
**What we offer**:
Because we recognize and reward hard work, we offer a competitive salary, a full benefits package, and the potential for a performance-based bonus.
**What to do next**: If Cornerstone sounds like the place for you (and if you have the qualifications, drive, and passion to match), we invite you to become a member of our winning team And remember, once you're part of our Cornerstone family, we'll continue to invest in you as a valuable asset in our company. As many of our team members can tell you, there's something special about working at Cornerstone.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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