Position Overview
Serves as a key operational leader within the ITSM function, owning defined service management processes and acting as a trusted advisor to IT operations and support leaders.Job Description
Essential Job Duties/Responsibilities
- Own one or more ITSM processes (e.g., incident, change, availability, problem, knowledge).
- Lead portions of Major Incident Management, including facilitation and communications.
- Provide executive-ready service, health reporting and risk insights.
- Drive continuous improvement initiatives across service operations.
- Ensure SLA, OLS, and KPI compliance across internal teams and vendors.
- Partner with Audit, Security, and Risk teams to ensure defensible operations.
- Mentor ITSM analysts and support skill development.
- Comply with all applicable laws/regulations, as well as company policies/procedures.
- Perform other duties as assigned.
Disclaimer:
This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications of employees assigned to the job.
Qualifications
- Bachelor's degree/equivalent in information technology, business, or related fields.
- Five (5) years' experience in IT operations, service desk, analytics, or process support.
- Strong facilitation and executive communication skills.
- ITIL certification preferred.
Job Conditions
- Some travel required.