What we offer
- Excellent health benefits plan, which includes medical, vision and dental options
- 401(k) with company match
- Company profit sharing plan
- Generous paid time-off and paid holidays
- Paid parental leave
- Company-paid mental health benefit through Headspace
- 2 free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development program
Job Summary
The ITSM Manager leads a team dedicated to delivering and managing IT services within the organization. This role ensures that IT services align with business needs and are delivered efficiently. The ITSM Manager oversees the implementation and management of IT Service Management (ITSM) processes, including incident, problem, change, and service visibility management. This role collaborates with various departments to ensure continuous improvement of IT services and adherence to best practices.
You will
- Oversee the implementation, management and documentation of ITSM (IT Service management) processes, including incident management, problem management, change management, and service visibility.
- Manage ITSM projects and initiatives, ensuring IT services are aligned with business needs and delivered efficiently.
- Lead program of change management for the IT department, including facilitating and reporting of change control board meetings.
- Generate detailed reports and perform in-depth analysis to identify root causes, trends and areas for improvement inincident and problem management.
- Collaborate with various departments to ensure continuous improvement and health of IT services.
- Monitor and report on IT service performance and compliance with Service Level Agreements (SLAs).
- Build and lead a team of ITSM professionals to deliver high-quality IT services.
- Continuously monitor and evaluate IT processes to identify areas for improvement using Information Technology Infrastructure Library (ITIL) frameworks to optimize service delivery, reduce downtime, and enhance overall efficiency.
- Collaborate with the CISO (Chief Information Security Officer) to integrate security requirements into IT service management processes, ensuring compliance with organizational security policies and procedures.
- Develop metrics to evaluate service performance and implement improvement initiatives.
- Define the strategic direction for IT services to ensure alignment with overall business objectives.
- Convert strategic goals into detailed service designs, emphasizing efficiency and effectiveness.
You have
- Minimum 2-3 years’ experience in a successful ITSM environment.
- Ability to read, write, and speak to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
- Deep knowledge of ITSM frameworks and best practices.
- Experience leading delivery of IT services to enterprise customers.
- Experience setting project vision/scope, building the team to deliver, and overseeing delivery.
- Strong experience leading a technical project team with the ability to lead people, provide direction, and set clear objectives.
- Strong understanding of ITIL best practices and industry standards. - ITIL Certified preferred.
- Working knowledge of ITSM tools and platforms, such as Jira Service Manager.
- Strong understanding of application and data security for IT services.
- Ability to analyze data and metrics to improve service delivery.
Education
- Bachelor’s degree preferred or equivalent work experience in Information Technology.
About SERVPRO
For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.
SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.