Senior Manager – Service Now IT Service Management (ITSM) || Remote

Role: Senior Manager – Service Now IT Service Management (ITSM)

Work Location: Remote

Duration: Long term contract

Client: Jack Henry and Associates

Looking for 12+ years profiles 

Max & Final Rate: $60/hr. on C2C

Immediate Interview 

Key Skills:

·       Manages teams that implement, manage, and/or coordinate Information Technology Service Management (ITSM) practices that add value to the delivery of services and products for internal and external users.

·       Using strong ITSM knowledge, works with Team Leaders, IT, and Business personnel to achieve the goals defined for the practices. ITSM Practices may include, but are not limited to, Incident; Problem; Change; Event; Knowledge; Configuration; Service Level; Asset; Service Catalog; and Measurement and Reporting

ESSENTIAL FUNCTIONS:

·       Through subordinate managers:

·       Co-creates roadmaps for ITSM Practices with stakeholders and drives the delivery of roadmap items.

·       Develops relationships with stakeholders at appropriate levels to evangelize and promote the use of ITSM in the delivery of services.

·       Articulates the business justification and benefits for all initiatives undertaken, managing prioritization of enhancements, and measuring the results/ROI through metrics and reporting.

·       May have some financial responsibilities including project cost estimating, proposal generation, and invoicing.

·       Writes and presents business cases as needed for promoting ITSM.

·       Prepares presentations on ITSM practices for technical, operational, and management staff.

·       Stays abreast of current Service Management trends, capabilities, and methodologies.

·       Assists in transformational change through developing and promoting practical ITSM practices.

·       Oversees the enhancement of ITSM practices based on business goals, proactive research, collaboration and feedback around the effectiveness and efficiency of processes; teams; tools; and partners.

·       Understands the business value needed from ITSM practices and ensure the value is realized by focusing on practical and helpful processes and methodologies.

·       Aids in the integration of ITSM practices and ITSM tools and technologies for the execution of practice processes.

· Engages with Practice Managers, Service Owners, Product Teams, and Business Leaders as appropriate.

·       Is accountable for KPIs and metrics related to the performance of ITSM practices.

·       Creates and manages staffing plans to ensure service levels are maintained.

MINIMUM QUALIFICATIONS:

·       Bachelor’s degree (BA/BS) required.

·       Minimum of ten years of experience in a related field. Significant previous leadership experience required; or

·       An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

·       Applicable industry standard certification(s) preferred.

KNOWLEDGE AND SKILLS:

·       Oversees the daily operation of two or more separate and distinct areas of responsibility. Directs subordinate supervisors and/or managers in the development and implementation of departmental policies, procedures and programs. Manages activities of two or more sections or departments through subordinate managers who exercise full supervision in terms of costs, methods and staffing. Adheres to both company policy and governmental regulations concerning department and direct employee activities. Manages departmental structure, workforce planning, career development, and training, planning and budgeting. Performs hiring, firing, objective setting, performance appraisals, coaching, and pay reviews. Typically has two or more areas of responsibility and/or manages first-line supervisors or managers.

·       Has an excellent understanding of industry ITSM principles, techniques (i.e. ITIL, COBIT, Agile, DevOps, and SRE) and, demonstrated experience in practically applying that to an organization.

·       Demonstrates excellent professional communication and organization skills.

·       Possesses excellent analytical mindset focused on critical thinking and problem solving.

· Able to analyze processes and identify recommendations for improvement.

WORKING CONDITIONS:

·       Typical office setting with environmentally controlled conditions.

·       Able to work extended hours as business needs dictate.

·       Occasional overnight travel required.

COMPANY CONFORMANCE STATEMENT:

·       In performance of their respective responsibilities, all employees of Jack Henry and Associates are expected to:

·       Complete quality work within deadlines.

·       Interact professionally with other employees, customers and suppliers.

·       Work effectively as a team contributor on all assignments.

·       Communicate and coordinate work efforts with other employees, customers and suppliers.

·       Perform other duties as assigned.

·       Attend work regularly based on the assigned schedule.