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IT Service Operations Manager
2 months ago
The IT Service Operations Manager plays a pivotal role in ensuring the seamless execution of technical projects and enhancements aimed at delivering exceptional service quality. This leadership position is essential for overseeing the service delivery framework, guaranteeing that operational standards align with the strategic objectives of Liberty Bank.
Key Responsibilities:
Service Oversight:
Lead the management of the ServiceNow platform and associated personnel, encompassing all ITIL processes, including Asset and Access Management. Exhibit proficiency in ServiceNow functionalities such as incident, change, and knowledge management. Develop and maintain comprehensive internal documentation, including manuals and operational policies.
Take charge of critical incidents, ensuring effective coordination among stakeholders and facilitating timely communication throughout the resolution process. Manage incident and request workflows, ensuring optimal performance and reporting accuracy while implementing service enhancement initiatives as necessary.
Oversee the Service Desk operations, ensuring that all inquiries via phone, self-service, and email are handled with professionalism and efficiency. Monitor service delivery metrics, implementing strategies to improve processes and reduce the volume of incoming issues.
Communication and Customer Engagement:
Maintain open lines of communication regarding new IT services, maintenance schedules, and service disruptions. Strive for high customer satisfaction by providing regular updates on ongoing service requests.
Guide and mentor Level 1/2 support teams in technical troubleshooting and standardized procedures. Identify skill gaps and foster educational opportunities to enhance team capabilities.
Strategic Planning:
Collaborate with technology and departmental leaders to establish and monitor service level agreements, ensuring that resolution timelines meet organizational expectations. Analyze service desk performance, identifying trends and areas for improvement to enhance service quality and prevent recurring issues.
Team Leadership:
Manage, mentor, and develop service desk personnel responsible for supporting the bank's IT systems. Foster a culture of continuous improvement and accountability within the team. Engage with third-party service providers to ensure the effective development and maintenance of ServiceNow applications.
Act as a liaison across departments, promoting effective communication and collaboration on IT-related matters.
Qualifications:
Demonstrated leadership experience with a background in managing service desk operations. Proficiency in ServiceNow ITSM, with a solid understanding of its capabilities and applications. Experience in Agile/Scrum methodologies is preferred. ITIL certification is required, along with a degree in Computer Science, Engineering, or a related field. Experience in the banking sector is advantageous.
Commitment to Diversity:
Liberty Bank is dedicated to fostering an inclusive environment that values diversity and promotes equal opportunity for all employees. We are committed to ensuring that our hiring practices reflect our values of respect and fairness.
