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Manager Is Service Excellence
4 months ago
**Description**
**Qualifications**
**Minimum Education**
- Bachelor's Degree Bachelor's degree in information technology, computer science, or a related field. (required)
- Master's Degree (preferred)
**Minimum Work Experience**
- 4 years At least 4 years of experience in IT service management, with a proven track record of managing people, IT service delivery, disaster planning, and driving process improvements. (required)
**Required Skills/Knowledge**
- Strong knowledge of IT service management frameworks and best practices, particularly ITIL (IT Infrastructure Library).
- Proficient in the use of IT service management tools and technologies. Experience with ServiceNow preferred, with implementation experience a plus.
- Demonstrated experience in leading and managing teams, fostering a collaborative and high-performance work environment.
- Excellent analytical, problem-solving, and decision-making skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
- Exceptional communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
- Experience in design, management, and testing of IT Disaster Recovery plans.
- Experience in management of IT Change Management process.
- Experience in project management and knowledge of agile methodologies is a plus.
**Required Licenses and Certifications**
- ITIL (Foundation, Practitioner, Service Manager) (preferred)
**Functional Accountabilities**
**Job Duties**
- Develop and implement IT service management strategies, policies, and procedures to ensure the efficient and effective delivery of IT services.
- Lead and manage a team of IT service management professionals, providing guidance, support, and mentorship to ensure high-quality service delivery.
- Establish and maintain strong relationships with key stakeholders, including internal IT teams, business units, and external vendors, to align IT services with business needs and objectives.
- Define and document IT service management processes, including incident management, problem management, change management, and service request management, ensuring adherence to industry best practices (ITIL framework).
- Define, document and lead IT Disaster Management planning.
- Monitor and analyze service management performance metrics, identify areas for improvement, and implement corrective actions to enhance service delivery and customer satisfaction.
- Coordinate and oversee the implementation of service management tools and technologies, ensuring they align with organizational requirements and support the delivery of IT services.
- Collaborate with cross-functional teams to identify and resolve complex technical issues, ensuring timely resolution and mínimal disruption to business operations.
- Conduct regular audits and reviews of IT service management processes, policies, and controls to ensure compliance with internal standards and external regulations.
- Stay abreast of industry trends and developments in IT service management, proactively recommending and implementing improvements to enhance service quality and efficiency.
- Foster a culture of continuous improvement and innovation within the IT service management team, encouraging collaboration, knowledge sharing, and professional development.
**Primary Location**: Maryland-Silver Spring
**Work Locations**: Inventa Towers 1 Inventa Place Silver Spring 20910
**Job**: Information Technology
**Organization**: Operations
**Position Status**: R (Regular) - FT - Full-Time
**Shift**: Day
**Work Schedule**: 40 hours M-F
**Job Posting**: Jun 3, 2024, 10:19:22 AM
