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IT Service Management Process Manager

Employer
Sammons Financial Group
Location
Sioux Falls
Salary
Competitive

View more

Industry
Office and Administration
Role
IT
Job Type
Long-Term
Hours
Full Time

Responsible for the development, implementation and continuous improvement of IT Service Management (ITSM) processes within Sammons Financial. Responsible for utilizing ITSM practices to enhance quality, speed and reliability of IT Services. The position will participate in the creation, review and improvement of processes based on Information Technology Infrastructure Library (ITIL) and ITSM best practices including design, development, upgrades, enhancements and customization of different modules within the ITSM suite.

Essential Functions:

Directly manage the process activities of IT Service Management (Incident, Problem, Request, Asset, Change Management, Configuration Management Database (CMDB) using an ITSM platform.
Contribute to the creation and execution of ITSM mission, vision, values & outcomes.
Partner with IT Leaders, internal subject matter experts and other influencers on developing strategies and plans for IT Service Management.
Formulate, publish & enforce ITSM policies to meet business objectives.
Define, maintain and report on Service Level Agreement compliance and service metrics.
Track and analyze trends for Service requests, incidents, problems and changes, working with appropriate departments to bring about problem resolution and root cause analysis.
Identify, recommend, develop and implement training programs to increase adoption and effectiveness of the IT organization.
Continue professional, technical and business growth.
Commitment to embrace Sammons Financial Group Companies shared values (Respect, Accountability, Integrity, and Openness)
As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.

Qualifications:

Bachelors Degree and 4 years IT Process/ITSM/ITIL work experience or 12 years IT Process/ITSM/ITIL work experience in a medium to large enterprise required
Experience with Ivanti software preferred
Strong written and verbal communications skills with an ability to create business correspondence, as well as the ability to communicate effectively at all levels of the organization including senior management levels
Experience successfully managing large IT projects from initiation through delivery, including oversight of system integration, project communications, training and interface with vendors
Knowledge of professional concepts that includes project lifecycle management, and software development lifecycle
Ability to communicate effectively in writing, including writing project documentation, specifications, policies and procedures, and presentations to communicate status or case for action
Strong understanding and proven leadership in ITIL processes within IT Service Management
Thorough understanding of ITIL/ITSM Life Cycle and ITIL V4 Service Value Chain
Ability to serve as lead for various ITSM projects
History of improving existing process environment, ensuring efficiency, effectiveness, and compliance with appropriate regulations.

Licenses and Certifications:

Advanced ITIL Certification required
PMP or Six Sigma or Cobit Certification preferred

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