ITSM Delivery Manager
ITSM Delivery Manager
Posted on :
23-05-2025
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1 Vacancy
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Job Description
Description
Responsibilities
Qualifications
Are you a passionate problem solver with a knack for process improvement and a desire to lead a team As the Global Command Centers Problem Manager and Problem Management Process Owner you will be at the forefront of ensuring the stability and reliability of our critical systems and services. Youll lead a team own the problem management process drive root cause analysis and implement solutions to prevent future disruptions. This is a highimpact role where you can make a tangible difference in our organizations performance.
Responsibilities
Problem Management Team Leadership & Facilitation:
- Lead and develop a team of problem management professionals providing coaching mentorship and performance feedback.
- Coordinate and facilitate Post Incident Review (PIR) meetings to identify root causes and lessons learned.
- Coordinate and facilitate Daily Operations Review (DOR) and EPEO Super Daily Operations Review meetings to maintain situational awareness and proactive problem identification.
- CoFacilitate Monthly Continuous Improvement Review (MCIR) meetings focused on problem management effectiveness.
- Coordinate facilitate and track Business Facing Metrics (BFM) to ensure alignment with business priorities.
- Maintain the Global Incident Reporting Board (GIRB) to provide visibility into incident trends and resolutions.
- Coordinate assist with and track the completion of Executive Summaries for significant incidents.
- Lead and actively participate in Agile ceremonies (sprint planning daily standups sprint reviews retrospectives) contributing to planning execution and continuous improvement.
- Lead root cause analysis efforts for recurring incidents across Enterprise Technology and the GCC driving collaborative corrective actions and preventing future disruptions.
- Govern root cause analysis processes ensuring thorough investigations and effective solutions.
- Assist with ServiceNow incidents requests and enhancements related to the Problem process along with team of problem managers.
Problem Management Process Ownership & Governance:
- Design document and maintain Problem Management processes including inputs outputs workflows roles responsibilities escalation procedures and metrics.
- Maintain process documentation (flows procedures work instructions) and related artifacts (SLAs severity definitions).
- Ensure Problem Management processes align with ITIL best practices and industry standards.
- Identify and implement opportunities to improve processes tools automation and technologies optimizing Problem Management functions.
- Engage stakeholders to gather feedback address concerns and ensure process meets their needs.
- Ensure process training and communication is effective for all involved.
- Define track and report on Key Performance Indicators (KPIs) to drive process improvements.
- Collaborate with the Operations Product Manager other ITSM process owners Reporting lead and the ServiceNow team to optimize tooling prioritize enhancements and ensure seamless process integration addressing reporting requirements and assisting with related incidents requests and enhancements.
- Integrate Problem Management processes with other process owners.
- Identify and mitigate risks associated with the Problem Management process.
Escalation:
- Act as a point of escalation during major incidents including participation in a 24x7 oncall rotation. During oncall periods responsible for providing guidance facilitating communication and assisting in decisionmaking to ensure timely resolution of service disruptions.
Qualifications
Qualifications:
- Bachelors degree in Computer Science Information Technology or a related field.
- 5 years of experience in IT Change Incident and Problem Management.
- 3 years of experience leading or managing a team.
- Proficient in ITIL principles and best practices and experienced with Agile methodologies.
- Experienced with ServiceNow or similar ITSM tools.
- Proven ability to analyze data identify trends conduct root cause analysis and implement effective solutions.
- Proven ability to design document and implement IT processes.
- Excellent communication collaboration and interpersonal skills.
Nice to Have Skills:
- ITIL certification (e.g. ITIL 4 Foundation ITIL Practitioner).
- Experience with data analysis and reporting tools.
- Experience in a Global Command Center environment.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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