IT Service Management Program Manager

2 months ago

Jacksonville, United States Seacoast Bank Full time
*This is a temporary position for at least 6 months, with the potential for full-time employment for the right candidate.

*Flexible location within the Seacoast Bank footprint in Florida.

JOB SUMMARY:

Seacoast Bank is seeking an ITSM Program Manager to lead the enterprise IT Incident, Problem, Change and Release Management Practices. This Manager is responsible for the ITIL aligned ITSM processes and procedures and will champion enterprise adoption of Service Management processes and will improve practices around key areas such as Incident, Configuration, Problem, Change and Release Management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Manages the ITIL Framework Service Management program and best practice process development function 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 ensure goals and initiatives are aligned with enterprise objectives.
  • Analyzes incident, problem, and change processes and related data to programmatically identify the causes of recurring incidents, alerts or problems to ensure action plans to issues.
  • Escalates issues for resolution to avoid reoccurrence or closes problem.
  • Examines work queues for problems in jeopardy of missing service agreements and objectives.
  • Manages major incident / high severity incident calls and ensures documentation captured for future root cause analysis, discussion, documentation and potential corrective actions.
  • Manages the root cause analysis (RCA) review process with impacted parties, ensuring that quality and in-depth root cause reviews and improvement actions are developed as soon as reasonably possible for high impact outages or for recurring issues.
  • Manages Change Management best practices for the organization, including managing Change Advisory Board (CAB) meetings.
  • Develops ITIL process training material, process documentation, procedures and work instructions.
  • Measures and determine ways to improve customer satisfaction and engagement using ServiceNow workflow, process enhancements and metrics.
  • Collaborates with IT teams and other departments to review existing processes, capture operational challenges, and develop business requirements for consistency and ongoing improvement.
  • Educates and advocates internal partners to use and leverage Service Management processes.
EDUCATION and/or EXPERIENCE:
  • 8+ years of relevant ITIL service management experience
  • 10+ years of experience within a technology environment is required
  • 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.
  • Ability to grasp complex technical concepts & translate them into a simple to understand language.
  • Ability to maintain calm in high-pressure situations.
  • Ability to think through complex issues & propose alternative solutions to problems.
  • Experience conducting root cause analysis, documenting findings, and designing plans to rectify issues.
  • Excellent communication skills necessary to work effectively with a variety of individuals and organizations.
  • Demonstrated experience in analysis and presentation of data with a high degree of attention to detail and accuracy of processes.
  • Strong analytical and problem solving skills.
  • Ability to influence others at all levels of an organization with proven leadership skills.
  • Experience and understanding of IT technologies, services and environments; including the development process and environments for key business area applications.
  • Ability to maintain a high level of productivity in a fast-paced, team environment while managing multiple competing priorities.


The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties, and skills. Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry. It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles. This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities.

#LI-PF1

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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