ITSM Process Owner - Hybrid - BGC - Up to 100K

The Role (Rotating Shift)

• Design and deliver a set of standardized processes across the group to deliver quality business services to achieve consistent results across IT and business technology
• Design and deliver automated workflows for each process
• Drive the reduction of service outages through Change
• Promote self-service through the development of Knowledge
• Expand communication across the group to better inform the end user community with a consistent story using our ITSM tool, Heed, email, and Intranet articles
• Engage with the customer community via outreach programs for technology awareness, knowledge enhancement, and IT communications.
• Drive the development of SMART metrics from the standardized processes to measure quality of service and identify areas which need improvement
• Drive the development of Service Delivery Dashboards for IT stakeholders to review the effectiveness of defined processes
• Compliance ownership for SOC, SOx and SOC2 related to Incident and Change Management
• Standardized ITSM processes enable automated reporting capabilities to address compliance requirements including new business client requests and internal/external audit requirements

The Requirements

• Bachelors degree in Information Technology, Computer Science, or a related field
• 3-5 years prior experience in a process ownership role or manager of a service governance organization
• Previously led horizontal organization responsible for the development, revision, and execution of operational level ITSM processes
• Lifecycle management of ITSM processes at the enterprise level
• Ability to operationalize business specific processes into an ITSM support model
• Retain neutral position during process design, revision, and continuous improvement
• Lead process owners to ensure completeness, accuracy, and quality of ITSM processes
• Demonstrated IT service operations management leadership within a Fortune 500 scale operation or major international service solutions provider in a global 24 x 7 service delivery environment.
• Ability to quickly understand the applicability of industry best practices at the organization and tower level.
• Experience leading a managing ITSM processes in a matrixed management environment.
• Demonstrated ability to apply governance, regulatory / legal, and financial constraints to enterprise service management.
• Balance the interest of the enterprise and operational design in continuous improvement activities. Prior experience working in a hybrid support model with portion outsourced and portion insourced.