IT Service Management Lead

Title : IT Service Management Lead
This position has overall responsibility for ITSM Incident and Change management strategy compliance and day to day execution. This function serves as part of an ITSM team that works to drive operational excellence and continual process improvement.

Responsibilities
Drive the IT Incident and Change Management processes across IT working along with the Incident and Change manager.
Responsible for ongoing support of the Incident and Change Management processes.
Available for 24x7 OnCall support for incident management on a rotational basis.
Lead the IT Production Incident daily team meetings.
Supporting the Enterprise Change Manager in delivering change management strategies and plans.
Analyzing and assigning new change request submissions following up on technical reviews Assigning stakeholders.
Working with stakeholders requesters and implementers on change requests
Provide regular reporting and metrics covering Incident and Change Management performance for key stakeholders suppliers and staff
Ensure incident status communications are provided to IT Leadership (alerts briefings reports)
Ensure that service decisions/solutions account for and influence broader strategic direction
Build and maintain effective relationships within the IT and the Enterprise
Collect analyze and report data associated with inprocess and outcome metrics and quality goals and suggest corrective action.
Document standardized processes and improved efficiencies.

Skills and experience we value
Bachelors degree in Computer Science
5 years in an ITSM leadership role in a regional or global organization
ITIL v4 practical experience and certification
Handson Experience working in ITSM tool ServiceNow
Good understanding and knowledge of AWS Cloud.
Good Understanding and Knowledge of xMatters Jira
and confluence is preferred.
Proactive and takes initiative and ownership
Excellent written and oral communication
Exceptional interpersonal skills

Additional Roles and Responsibilities for Enterprise incident Change and Problem management

SRT The Service Restoration Team that currently manages the MSP has taken on additional role and responsibilities for (client) owned Applications running the incident calls for getting faster resolution and providing leadership updates .

Proactive monitoring: With the new integrations of our application monitoring tools Dynatrace and Splunk with ServiceNow will significantly increase the number of incidents that the SRT team needs to manage.

Enhanced focus on Application RCAs and corrective actions for collaboratively working with the Application teams for implementation and completion.

Manage and maintain the CMDB accuracy for Hardware Software Network Applications Programs Products and Vendors.

Incorporate 400 application releases into a One Enterprise Change Management process running through the Change Advisory Board (CAB) approvals.