IT Service Management Leader

1 week ago

Austin, Texas, United States Fidelity Partners Full time
Job Overview

We are seeking a highly skilled IT Service Management Leader to join our team at Fidelity Partners. This is an exciting opportunity to lead and develop projects that promote IT Service Management principles and guide Infrastructure and Operations maturity using Service Management methods.

About the Role

The successful candidate will be responsible for providing leadership and technical expertise in IT Service Management, with a focus on implementing best practices and improving service quality. They will work closely with cross-functional teams to articulate and remedy service level issues, and bring together teams of people with varied backgrounds to achieve shared goals.

Key Responsibilities
  • Lead and develop projects that promote IT Service Management principles and guide Infrastructure and Operations maturity using Service Management methods.
  • Provide technical expertise in IT Service Management, including experience with ITSM and ITIL governance processes.
  • Work closely with cross-functional teams to articulate and remedy service level issues.
  • Bring together teams of people with varied backgrounds to achieve shared goals.
Requirements
  • Experience with ITSM and ITIL governance processes.
  • Ability to think and act both strategically and tactically and know when to apply each type of action.
  • Very strong communication skills: oral, written, presentation and facilitation.
  • Technical understanding with ability to translate into business concepts.
  • IT Service Management knowledge beyond theory. He/she has held roles which implement IT best practices.
  • Credibility and trust have earned the respect of IT managers and other business managers at all levels.
  • The ability to bring together and work with a team of people with varied backgrounds business analysts, technical experts, process owners - to articulate and remedy service level issues.
  • A good understanding of IT Outsourcing and Managed Services.
  • Statistical, numerical and analytical principles and processes.
  • Innovative thinking with service quality, and its improvement, within limits of costs and business direction.
  • Adhere to Project Management best practices
  • Experience with ITSM service tools, ServiceNow, and Remedy.
Benefits
  • Competitive compensation package.
  • Comprehensive benefits including medical, dental and vision options.
  • Outstanding career growth potential.

Fidelity Partners provides equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, or in accordance with applicable federal state, and local laws (EoE).

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