ITSM Manager

Oak Brook, Illinois | Direct Hire

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ITSM Manager
Location: Oakbrook, IL 
Interview: Video  / F2F

Must be Vaccinated 

This role is responsible for managing multiple ITSM based processes and PMO for IT.  This role will lead the roadmap, and hands on development, implementation, sustainment, continuous improvement of new ITSM, agile, and devops processes.  Position is a lead advocate for embracing a set of well-defined best practices (ITSM, agile, devops) that facilitate measurable delivery of IT services to support the company business model.  Includes ITSM roles of Change Manager. Problem Manager, and Release Manager for IT to facilitate the quality delivery of changes to production with continuous improvement and root cause problem resolution.  Includes PMO roles of project management policy, methodology and adoption by project teams via best practice standards, templates, coaching and training including agile tools and devops processes.

Job Requirements:

  • Bachelor’s Degree in Computer Science or related area or equivalent experience; ITIL foundation certification
  • 7+ years of related and progressive ITSM, ITIL or IT project management experience combining IT delivery, operations, and service management; 2+ years ITSM experience within a SAP environment; Experience working with ITSM software applications, analyzing and directing improvements for business results; Experience working in a matrix environment
  • Advanced understanding of ITIL, DevOps, and ITSM; Strong project management skills required; Proficient in metrics based decision making; Strong training and facilitation skills
  • Expert in developing continuous improvement programs for ITIL processes, DevOps, and IT services with clearly defined outcomes and success criteria; Ability to travel occasionally both international and/or domestic travel may be required.

Preferred Job Requirements:

  • PMP certification
  • ITIL v3 or ITIL 4 Foundation certification
  • An understanding of agile and devops toolsets
  • An understanding of ServiceNow processes and reporting
  • An understanding of Payment Card Industry (PCI) certification


Job Responsibilities:

  • Develop, own, and lead the execution of the process development and improvement roadmap and projects for multiple ITSM and Project Management processes
  • Create and manage IT Release Calendar and facilitate the release management process
  • Serve as Change Manager: Define and implement policies and procedures for Change Management that meet audit and controls requirements; manage execution of change management processes including facilitation of regular change board meetings; Develop and publish change management metrics; Drive continuous improvement
  • Serve as Problem Manager: Lead root cause analysis process for major incidents, document all findings and action items, follow up on resolution, publish metrics
  • Manage system access request policy as part of request fulfillment process including identification of improvements
  • Maintain all IT Service Level Core Metrics: Define and document metrics and targets for core ITSM processes; publish monthly and annual actuals; recommend improvements based on industry best practices
  • Responsible for IT PMO methodology and process: maintain standards, documentation, and templates; drive training, awareness, and adoption of the methodology; facilitate regular PMO processes such as monthly/quarterly/annual project reviews
  • Maintain IT PMO Metrics: define and document metrics and targets for project delivery and achievement of desired outcomes; ensure capture of results including stakeholder surveys; publish monthly and annual actuals
  • Responsible for IT Resources Planning methodology and process: Define and manage processes and tools to enable IT resource planning and forecasting; drive training and adoption; define and publish metrics including forecast vs. actuals; serve as application owner for PDWare/ResourceFirst
  • Manage an SAP / Application security operations team consisting of both employees and contractors: Manage resources, schedules, and work assignments for production support, enhancements, and projects.  Collaborate with other teams for cross-team resource needs; Manage work intake, prioritization, and execution processes: Be accountable for the team’s execution of work requests in a timely manner, and for project delivery on time and on budget; Manage team member performance, growth, and development. Continuously improve team skills to support current and emerging technology needs
  • Facilitate IT PCI related policies and procedures; responsible for completing the yearly PCI Self-Assessment Questionnaire (SAQ) and facilitate the yearly PCI risk assessment
  • Manage IT Audit and Compliance processes: serve as point of contact to auditors, manage collection of required information, ensure timely completion of audit and compliance activities
  • Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams
  • Protect reputation by keeping information confidential
  • Maintain professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies
  • Contribute to the team effort by accomplishing related results and participating on projects as needed

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