Service Management Director

9 hours ago

Livermore, California, United States Lawrence Livermore National Laboratory Full time

We are seeking an experienced Service Management Director to join our team at Lawrence Livermore National Laboratory. The successful candidate will have a proven track record of leading service management teams and driving business outcomes through innovative solutions.

About the Role: This is a critical position within our organization, responsible for developing and implementing strategic plans for service management. As a seasoned leader, you will be accountable for overseeing the design, provisioning, support, and perpetual improvement of business and technology services to customers.

Key Responsibilities:

  • Develop and implement service management frameworks that align with organizational goals
  • Oversight of IT Infrastructure Library (ITIL) processes, including incident management, change management, request fulfillment, problem management, configuration management, software asset management, service catalog management, demand management, and service portfolio management
  • Complex cause analysis to understand and mitigate technical problems impacting LLNL
  • Vision and oversight for multiple ServiceNow platforms, including development of roadmaps, specification of requirements, business process workflow mapping, systems integration and ongoing management
  • Governance structures to ensure compliance with internal policies and external regulations
  • Monitoring and reporting on service performance metrics, ensuring accountability and transparency
  • Drive a culture of continuous improvement within the service management function
  • Collaboration with IT and business leaders to understand service requirements and ensure alignment with business needs
  • Guiding and mentoring a diverse team of professionals in the areas of service design, service development, service management, business analysis, ServiceNow production support, service metrics and reporting
  • Fostering a positive work environment that encourages innovation and professional growth
  • Managing the budget for the Service Management Office, ensuring efficient allocation of resources

Requirements:

  • Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field, or the equivalent combination of education and related technical experience
  • Ability to obtain and maintain a US Department of Energy (DOE) Q-level security clearance, which requires U.S. Citizenship
  • Extensive experience in leading an organization of at least 10+ people in the development, delivery, and ongoing operation of service management capabilities
  • Minimum of 10 years of experience in IT service management, IT operations, or a related field
  • Advanced knowledge of ITIL and other service management frameworks
  • Proven experience in developing and implementing service management strategies and processes
  • Expert leadership, communication, and interpersonal skills
  • Strong analytical and problem-solving abilities
  • Ability to manage multiple priorities and projects in a fast-paced environment
  • Proficiency in service management tools, preferably ServiceNow: Experience in configuration, customization, and administration of ServiceNow modules (Incident, Problem, Change Management, etc.)
  • Experience with automation tools and scripting languages (e.g., PowerShell, Python) to enhance service management processes
  • Familiarity with reporting and analytics tools (e.g., Power BI, Tableau, MicroStrategy) for data visualization and performance tracking
  • Understanding of cybersecurity frameworks and compliance standards relevant to service management
  • Experience with Agile methodologies and project management practice

Preferred Qualifications:

  • Certification in ITIL, COBIT, or similar frameworks
  • Knowledge of DOE/NNSA service management practices
  • 5 years in a technical leadership role

About Our Benefits:

  • Included in 2024 Best Places to Work by Glassdoor
  • Flexible Benefits Package
  • 401(k)
  • Relocation Assistance
  • Education Reimbursement Program
  • Flexible schedules (*depending on project needs)
  • Inclusion, Diversity, Equity and Accountability (IDEA) - visit here

Estimated Salary Range: $256,290 - $330,756 per annum. Note that this salary range is subject to review and adjustment based on individual qualifications and negotiation.

This is a Career Indefinite position, open to Lab employees and external candidates. Apply now to take the next step in your career as a Service Management Director at Lawrence Livermore National Laboratory.

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