Position Overview
The Manager, IT Service Management (ITSM) is responsible for the overall implementation, ongoing management, and continual improvement of ITSM best practices within all areas of IT. This includes the development and strong governance of the strategic ITSM roadmap for transformation and automation, creative and ITIL-based solutions, Service Level Agreement (SLA) and Key Performance Indicator (KPI) reporting, identification and execution of continuous improvement measures, critical success factors, and activity metrics.
The ITSM Manager will drive long-term vision and process maturity while working with business units and IT teams to identify strategic opportunities to improve service delivery efforts and provide optimal business value. A passion for best-in-class customer experience, asking questions to encourage improvement while providing strong expertise in the ITSM and ITIL domains. This leader will have deep experience with ServiceNow, IT Service Management and ITIL methodology.
Responsibilities & Qualifications
Responsibilities:
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