Manager ITSM Governance

Job Profile Summary

Manager provides process expertise and leadership in IT Service Management to establish and manage a framework of best practices for the customer, including practical application within multiple environments. By providing insight into practical application and implementation of ITIL process capabilities. Accountable for creating and directing the strategy for assigned IT Service Management Discipline that align with the business requirements.

Duties and Responsibilities

• Fully functional and self-directed
• Provides formal mentorship
• High complexity assignments- owner
• Moderate complexity assignments - owner (1 or >)
• Low complexity assignments - provide oversight/review
• Regularly lead self and others and/or established as Product SME and/or established as specialist
• Sees the whole picture and adjusts work accordingly
• Contributes and provides leadership to overall success of the delivery of assigned IT Service Management Discipline, initiates positive change and communicates the value of the service to stakeholders.
• Creates and updates process and procedure documentation for assigned IT Service Management Discipline
• Manages team of IT Process Engineers to deliver the daily execution of one or more IT Service Management Disciplines
• Provides training and education related to assigned IT Service Management Discipline for Ensono associates and customers as required
• Partners with other ITSM Discipline Manager, Tower Leaders and Customer stakeholders to drive improvements and consistency across the enterprise
• Benchmark industry best practices and incorporate them into assigned IT Service Management discipline
• Develop Key Performance Indicators for assigned IT Service Management discipline
• Analyzes complex system processes and business requirements then make process adjustments that will meet the requirements.
• Translates high level business requirements into functional specifications

• Experience of 15+ years
• Bachelors, or Master's Degree in Computer Science, Computer Engineering, MIS or related field, or relevant work experience
• Efficient team management skills
• Exceptional written and verbal skills
• Strong leadership skills
• Diplomacy, negotiation, and influence skills
• Ability to travel when required
• Ability to work in a fast paced, team environment

• ITIL Foundation Certification V4 and one ITIL Intermediate training class
• Service experience with ITOM Discovery and Configuration Management experience