ITSM Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee IT service management processes, policies, procedures, and guidelines.

• Evaluate process effectiveness through data analysis and reporting.

• Detect process deficiencies and propose actionable enhancements.

• Inspire and guide cross-functional, multidisciplinary teams towards achieving tactical and strategic objectives.

• Liaise with Operations, Product, Development, management, and business stakeholders.

• Engage with and provide updates to senior leadership and executives.

• Manage communications during major incidents and make critical decisions under pressure.

• Administer ITSM processes and assist Service Operations.

• Discover and implement automation opportunities utilizing artificial intelligence to enhance ITSM efficiency, governance, decision-making, and service outcomes.

• Cultivate strong relationships with colleagues and customers.

• Operate independently with minimal oversight.

⛳️ Requirements

• Familiarity with industry standards such as ITIL, Lean Six Sigma, ISO 20000, and DevOps.

• Solid understanding of cloud technologies, primarily Microsoft Azure and Google Cloud Technologies.

• Comprehension of Agile, Scrum, and DevOps methodologies.

• Proficient in data analytics through reports to evaluate process effectiveness, identify deficiencies, and suggest enhancements.

• Proven experience in managing service management processes, policies, procedures, and guidelines.

• Strong leadership capabilities and experience in leading cross-functional teams.

• Exceptional verbal, written, and interpersonal communication abilities.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.

• Over 8 years of experience in IT Service Management, including at least 4 years of professional experience in this domain.

• ITIL Certification is mandatory; ITIL Managing Professional certification is a plus.

• Familiarity with ITSM platforms like ServiceNow.

• Capability to engage with and update senior leadership and executives.

• Outstanding communication skills during major incidents and the ability to make decisions under pressure.

• Experience with ServiceNow or similar ITSM tools.

• Excellent skills in stakeholder management.

• Proficient in metrics and reporting.

• High level of proficiency in English, both spoken and written.

• Experience in diverse, multicultural environments with multiple vendors and disciplines.

• Current knowledge of cloud technologies.

• Background in technology architecture within an enterprise setting.

• Experience in ITSM process governance.

• Demonstrable experience in Service Operations.

• Strong comprehension of IT and business processes, challenges, and issues.

• Excellent problem-solving, analytical, and independent judgment skills.

• Ability to work independently with minimal guidance.

• Willingness to embrace artificial intelligence and implement automation opportunities.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Flexible working environment.

• Engaging and collaborative workplace culture.