Process Manager- ITSM

2 weeks ago

Allentown, United States PPL Full time

Company Summary Statement :
As one of the largest investor-owned utility companies in the United States, PPL Corporation (NYSE: PPL), is committed to creating long-term, sustainable value for our 3.5 million customers, our shareowners and the communities we serve. Our high-performing regulated utilities PPL Electric Utilities, Louisville Gas and Electric, Kentucky Utilities and Rhode Island Energy provide an outstanding experience for our customers, consistently ranking among the best utilities in the nation. PPLs companies are also addressing challenges head-on by investing in new infrastructure and technology that is creating a smarter, more reliable and resilient energy grid. We are committed to doing our part to advance a cleaner energy future and drive innovation that enables us to achieve net-zero carbon emissions by 2050 while maintaining energy reliability and affordability for the customers and communities we serve. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.

Overview:

Responsible for implementing and managing ITIL service management processes, contributing to the efficiency and effectiveness of the organization. Responsibilities include collaborating with cross-functional teams, providing requirements used to configure the ServiceNow platform, and monitoring key performance indicators to ensure optimal service delivery. This role focuses on process improvement and adapting to changing priorities.

The Process Manager position serves as the owner and leader of ITIL processes under the guidance of the leadership of the IT Service Management organization, driving the implementation, improvement, and day-to-day management of service management processes and the ServiceNow platform.

***Please note this position is Hybrid to Allentown, PA or Louisville, KY.

Responsibilities:
  • Implement and manage ITIL service management processes, ensuring alignment with organizational goals.
  • Collaborate with IT teams to align ITIL practices with emerging technologies and industry trends.
  • Act as a liaison between IT and business stakeholders, ensuring a clear understanding of service management goals and requirements.
  • Manage and mentor service management professionals, fostering a culture of continuous improvement and collaboration.
  • Monitor and report on key performance indicators (KPIs) related to service management processes to track process performance and ensure that data is collected and analyzed to identify areas for improvement.
  • Support the development and maintenance of process documentation and training materials.
  • Work closely with cross-functional teams to facilitate the integration of ITIL processes and to ensure that process improvements are aligned with company Purpose, Mission, and Vision business goals and objectives.
  • Assist in change management initiatives, ensuring successful implementation of process improvements.
  • Participate in the identification and resolution of issues related to service management processes.
  • Assist in the implementation, enhancement, and optimization of ITIL service management processes within the organization.
  • Participate in the development and delivery of training programs related to ITIL processes and the ServiceNow platform.
  • Accountable for the budget, performance and results of the team.
Qualifications:
  • Bachelor degree in business, technology management or related degree OR 7 years of relevant experience.
  • 3 or more years of direct supervisory experience.
  • Understanding of ITSM applications and processes.
  • Proven experience as an ITIL Process Manager with a focus on service management processes.
  • Excellent communication skills.
  • Ability to balance short term needs with long-term strategy.
  • Proven track record of successful process improvement initiatives.
  • Ability to challenge the status quo.

Preferred Qualifications:

  • MBA or Master's Degree.
  • ITIL certification.
  • Experience related to ITIL Service Life Cycle Processes.
  • Experience and understanding of IT services and understanding of key trends and players in the IT industry, particularly on ITIL practice and technology.
  • Excellent communication skills, both written and verbal, excellent presentation skills.
  • Experience with the ServiceNow platform, including configuration and administration.

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