Manager, ITSM

Job Title:  Manager ITSM

Reports to: Assigned by HRBP.

Job Grade: Assigned by Comp.

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FLSA Status: Assigned by Comp.

FLSA Category, if Exempt: Assigned by Comp.

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GENERAL DESCRIPTION: The ITSM Manager oversees the delivery of IT services, including change management, incident and problem management and overall service level management. This position ensures the ITSM services meets user needs, maintains high performance and availability, and aligns with business objectives. This role manages IT service lifecycle, optimizes service delivery through ITIL frameworks, and fosters a culture of continuous improvement within the IT team.  This position examines the compliance, quality, efficiency and effectiveness of ITSM processes to identify improvement opportunities and communicates these to the IT Service Owners.

ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These are the most significant job duties performed; other responsibilities or assignments not specifically mentioned may also be assigned (please list 5-8 responsibilities along with percentage of time associated with each).

• Process Ownership & Governance: 40%
  • Own and manage the lifecycle of core ITSM processes (e.g., Incident, Problem, Change, Request Fulfillment, Knowledge, and CMDB).
  • Ensure ITSM processes align with ITIL best practices and organizational objectives.
  • Drive continuous improvement initiatives across IT service processes.
• Team Management & Leadership: 20%
  • Lead a team of ITSM process owners, analysts, and coordinators.
  • Provide coaching, mentoring, and performance management.
• Metrics, Reporting & SLA Management: 20%
  • Define and monitor KPIs and SLAs across IT services.
  • Generate and present regular service performance reports to stakeholders.
  • Use data to identify trends, issues, and areas for improvement.
• Stakeholder Engagement: 10%
  • Collaborate with IT and business units to understand service needs and expectations.
  • Serve as an escalation point for major incidents or service disruptions.
• Compliance & Risk Management: 10%
  • Ensure ITSM processes support regulatory and compliance requirements.
  • Manage risks associated with IT service delivery and process changes.

SUPERVISORY RESPONSIBILITIES:

• Responsible for multiple direct reports in accordance with the organization's policies/applicable laws.
• Will interface with external Vendors and help guide them on process handling workflows and tool usage.

DECISION-MAKING RESPONSIBILITIES:

• Decisions and actions strongly impact the company's revenue or operations; and have significant impact on reputation, and/or customer satisfaction.
• Determines underlying causes of IT service management process problems that contribute to missed performance targets and integrates information from a variety of sources to arrive at optimal solutions.

EDUCATION/EXPERIENCE:

• Minimum Required Education: Bachelor’s degree in computer science, Information Systems, or related field
• Minimum Required Experience: 10+ years of experience in supporting processes (Business or IT) and ITIL framework
• Desirable Education/Experience:
  • 10+ years of experience supporting processes (Business or IT)
  • 8+ years of experience in supporting ITSM processes (Incident, Problem, Change, Request, etc.)
  • 5+ years of experience using an ITSM tool (e.g. ServiceNow, etc.)
  • 5+ years of experience working within the ITIL process framework
  • 2+ years of experience using process modelling tool (e.g., Visio)
  • One or more of the following certifications: ITIL, ISO20000, COBIT, Six Sigma, Project Management
  • Knowledge/familiarity with common IT quality practices
  • Knowledge of ITIL / ITSM Best Practices
  • Experience successfully implementing processes leveraging the ITSM framework.
  • Experience developing and delivering metrics and reporting.
  • Experience performing continual improvement of processes and services.
  • Experience developing and delivering process training.

CERTIFICATES AND LICENSES (list special certifications/licenses that are required or desirable to perform this job):

• ITIL Foundations v3 Certification – desirable
• ITIL Intermediate Certification - desirable

JOB RELATED COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical Skills -
  • Identifies and resolves problems.
  • Demonstrates attention to detail.
  • Identifies opportunities to increase accuracy and optimize resources and develops/recommends/implements solutions.
  • Strong aptitude for understanding and analyzing large amounts of data from multiple sources.
  • Performs complex analysis of data, processes, policies, procedures and/or systems.
  • Produces unambiguous, comprehensive and accurate interpretations.
  • Develops insightful, value-added and actionable analyses with detailed explanations regarding drivers of those results.

• • Composes thorough and detailed written technical documentation, procedures, manuals, etc.

• Communication Skills –

• • Writes clearly and informatively edits work for spelling and grammar.
  • Presents organized and thorough information and data appropriate for intended audience.
  • Excellent negotiation skills to deal effectively with individuals and groups within and outside the organization.
  • Utilizes variety of interpersonal styles and communication methods to effectively adapt to new work structures, processes, or cultures.
  • Demonstrates group presentation skills and excellent negotiation skills to deal effectively with individuals and groups within and outside the organization.

• Time Management Skills -

• • Demonstrates follow-up skills.
  • Provides timely and professional support to all internal/external customers and vendors.
  • Prioritizes regular workload, special tasks and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within established time frame.

• Other   -

• • Self-motivated.
  • Team-oriented. Consults with Team members and management as needed to complete assigned responsibilities.
  • Works with minimal supervision.
  • Establishes and maintains effective, collaborative work relationships both internally and externally.
  • Maintains strict confidentiality.

Technical Competencies

• • Basic Computer Skills –

• • Basic knowledge / Strong Fluency /Expert-level user of Windows applications and Microsoft Office programs such as MS Project, Word, Excel and PowerPoint.
  • Accurately inputs information into and retrieves from the computer.
  • Quickly learns and achieves proficiency in new software applications as needed.
  • Demonstrates ability to create complex formulas in MS Excel; create queries in company software applications.

• • Other Technical / Computer Skills -

• Acts as subject matter expert and provides training, troubleshooting and other support for ITSM tools and process workflows.

• Understands and is familiar with the most widely known and emerging tools, technologies and social applications.