Service Management Lead

2 weeks ago

Florida, United States Gravity IT Resources Full time

Job Title: Service Management Lead

Job Type: Contract-to-Hire

On-site Work Requirement: Preferred on-site presence for 3 days with 2 days remote flexibility.

Location: Headquarters in Stuart, FL, with potential on-site visits to various office locations.

POSITION OVERVIEW:

Gravity IT Resources is in search of a Service Management Lead to oversee the enterprise IT Incident, Problem, Change, and Release Management functions. This role is pivotal in ensuring adherence to ITIL-aligned service management processes and will drive the organization’s commitment to effective Service Management practices, enhancing areas such as Incident, Configuration, Problem, Change, and Release Management.

KEY RESPONSIBILITIES:

  • Oversees the ITIL Framework Service Management program, focusing on best practice development for Incident, Change, Problem, Asset, Configuration, and Release Management.
  • Formulates both short-term and long-term strategic plans for service management, ensuring alignment with organizational goals.
  • Evaluates incident, problem, and change processes alongside related data to systematically identify root causes of recurring issues, ensuring effective action plans are implemented.
  • Facilitates issue escalation for resolution to prevent recurrence and ensure closure of problems.
  • Monitors work queues for potential problems that may jeopardize service agreements and objectives.
  • Leads major incident and high-severity incident discussions, ensuring thorough documentation for future analysis and corrective measures.
  • Directs the root cause analysis (RCA) process with involved parties, ensuring comprehensive reviews and improvement actions are established promptly for significant outages or recurring issues.
  • Implements Change Management best practices, including the management of Change Advisory Board (CAB) meetings.
  • Develops training materials, process documentation, and operational procedures related to ITIL processes.
  • Assesses and identifies opportunities to enhance customer satisfaction and engagement through ServiceNow workflows and metrics.
  • Collaborates with IT teams and other departments to evaluate existing processes, address operational challenges, and define business requirements for continuous improvement.
  • Promotes and educates internal stakeholders on the utilization of Service Management processes.

QUALIFICATIONS:

  • 8+ years of relevant experience in ITIL service management.
  • 10+ years of experience in a technology-driven environment.
  • Bachelor's degree or equivalent professional experience.
  • ITIL v3 or v4 certification, with advanced certification preferred.
  • Familiarity with ISO2000:2018 Service Management System standards.
  • Extensive experience with the ServiceNow Service Management tool, including dashboards and reporting capabilities.
  • Knowledge of Lean Six Sigma methodologies.
  • Ability to simplify complex technical concepts for diverse audiences.
  • Capacity to maintain composure in high-pressure situations.
  • Proficient in analyzing complex issues and proposing alternative solutions.
  • Experience in conducting root cause analysis, documenting findings, and developing rectification plans.
  • Exceptional communication skills for effective collaboration with various stakeholders.
  • Demonstrated ability in data analysis and presentation with meticulous attention to detail.
  • Strong analytical and problem-solving capabilities.
  • Proven leadership skills with the ability to influence at all organizational levels.
  • Understanding of IT technologies, services, and environments, including development processes for key business applications.
  • Adept at maintaining high productivity in a fast-paced, team-oriented environment while managing multiple priorities.

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