Job Title: IT Service Management Lead ( ITSM Lead )
Location: Irving , TX
Job Type: Full Time
This position has overall responsibility for ITSM processes, strategy, compliance, and day to day execution. This function serves as part of an ITSM team that works in close partnership with IT Service Delivery staff to drive operational excellence, and continual process improvement.
What You'll Get To Do
Develop and execute the IT Service Management roadmap with a goal of striking the optimal balance between business value and flexibility
Partner with global IT leaders and partners to establish common operating and service management methods
Create and utilize analytics and insights through ITSM data to drive continuous improvement across all functions and regions
Oversee and manage critical incident response and day to day ITSM processes
Oversee and manage ITSM partner services and value realization
Review ITSM related contracts, services, and SLAs
Educate and act as an advocate for ITSM practices
Participate in audits and compliance
Develop and communicate infrastructure strategy, budget, metrics, business cases, ROI analysis, and other related supporting materials
Skills And Experience We Value
Bachelor s degree in Computer Science
3+ years in an ITSM leadership role in a regional or global organization
ITIL v4 practical experience and certification
Practical experience of service management value points vs. academic structure
Demonstrated success in partnering with IT management and team members to deploy ITSM in an iterative manner over time
Experience working in a variety of enterprise ITSM tools and utilizing strong analytical skills
Strong leadership skills and people management experience
Ability to manage multiple concurrent projects and summarize status to senior executive level
Creative and strategic thinking and the agility necessary to master both the daily hands-on analysis and the big picture strategy
Self-starter who sets aggressive goals and is driven to succeed both personally and professionally; focused on productivity; deeply committed to quality and integrity
Adapt and work effectively with a variety of situations and groups
Manages work well, establishes timelines and clear priorities
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Seniority level
Entry level
Employment type
Contract
Job function
Information Technology
Industries
Information Technology & Services
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