Chemours
IT Service Delivery Lead
Chemours, Annapolis, Maryland, United States, 21403
As we create a colorful, capable and cleaner world through chemistry, we invite you to join our team to harness the power of chemistry to shape markets, redefine industries and improve lives for billions of people around the world.
HELP SHAPE THE FUTURE OF CHEMISTRY AND THE WORLD
From the frontline to the back office, every Chemours employee is part of something bigger than themselves as together we work to create a better world through the power of our chemistry.
Chemours is a $6.3 billion company with a portfolio of products and processes that enable technologies and products that people use every day in their lives. From cellular phones to lower emission vehicles, to 5G communications and clean energy from hydrogen, we’re collaborating with customers to make these innovations more capable. Simply said, we use our chemistry to change lives, shape markets, and redefine industries—one improvement at a time.
Chemours is seeking an IT Service Delivery Leader to join our growing Enterprise Service Management (ESM) team! This position will report directly to the Enterprise Service Management Manager.
The responsibilities of the position include, but are not limited to, the following:
Establishes team KPIs that are aligned with leadership goals and deliver continuous improvement
Leads projects that deliver improved capabilities to support our internal customers (employees and contractors).
Defines ITSM roadmap that facilitates ITIL best practices.
Establish a close working relationship with the Software Engineering Lead to facilitate the execution of the ITSM roadmap.
Manages ESM project repository and tracking system.
Represents the ITSM team in the PMO project intake process including orchestrating ITSM work needed to facilitate smooth introduction of new applications/processes/systems.
Integrate with the ITSM team to transition from our current ITSM platform to an advanced suite of products.
Serve as the Application Owner of the ESM toolset (e.g., Incident Management, Request Management, Ticketing, Change Control, Knowledge Management, IVR).
Create and update service catalog that is aligned with our business and function needs.
Bring in ideas to continuously improve and automate various ITSM tasks such as Reporting, Incident Management, Problem Management, Change Management, Release Management, CMDB, etc. to reduce manual work and human error.
Drive standardization, simplification, and integrations where possible across the different systems.
Serve as primary vendor contact for ESM Applications. Manage contract renewals and own relationships that facilitate adherence to SLAs or performance expectations.
Establish a strong customer advocacy program that uses customer feedback to drive continuous improvement that is tracked and reported on in near real-time.
Support and administer governance process for new requests and changes to the ITSM Platform.
Manage governance for ESM policy, processes, and technology that meets or exceeds Internal/External audit compliance requirements.
Lead program to develop and document pertinent policies and SOPS as required.
The following is required for this role:
Bachelor’s degree in computer science, Or High School Diploma with 5-7 years of proven work-related experience
2 to 3 years' experience working in a customer service role
2 to 3 years' of experience with Enterprise ITSM Tools
In-depth understanding of ITIL v4.0 processes and Framework
Strong Written and Verbal Communication & Presentation Skills
Good Working knowledge of Office 365 Productivity Suite
The following is preferred for this role:
ITIL Certified
Must be able to collaborate and work well with a global workforce
Ability to deal with ambiguity
Self-Starter and Good Organizational Skills
An effective team member
Benefits:
Competitive Compensation
Comprehensive Benefits Packages
401(k) Match
Employee Stock Purchase Program
Tuition Reimbursement
Commuter Benefits
Learning and Development Opportunities
Strong Inclusion and Diversity Initiatives
Company-paid Volunteer Days
We’re a different kind of chemistry company because we see our people as our biggest assets. Instead of focusing just on what our employees do each day, we look at how they do it—by taking a different approach to talent development, employee engagement, and culture. Our goal is to empower employees to be their best selves, at Chemours and in life. And we’re proud to be Certified™ by Great Place to Work® .
Learn more about Chemours and our culture by visiting Chemours.com/careers. (https://www.chemours.com/en/careers)
Chemours is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, religion, color, gender, disability, national or ethnic origin, ancestry, marital status, family status, sexual orientation, gender identity or expression, or veteran status. Jurisdictions may have additional grounds for non-discrimination, and we comply with all applicable laws.
Chemours is an E-Verify employer
Candidates must be able to perform all duties listed with or without accommodation
Immigration sponsorship (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status) is not currently available for this position
In our pursuit to be the greatest place to work, we know that a critical element to enhancing our employee experience is to assure we’re operating with a solid foundation of trust. At Chemours, this means being transparent about how we pay our employees for the work that they do.
Pay Range (in local currency):
$93,184.00 - $145,600.00
Chemours Level:
25
Annual Bonus Target:
8%
The pay range and incentives listed above is a general guideline based on the primary location of this job only and not a guarantee of total compensation. Factors considered in extending a compensation offer include (but are not limited to) responsibilities of the job, experience, knowledge, skills, and abilities, as well as internal equity, and alignment with market data. The incentive pay is dependent on business results and individual performance and subject to the terms and conditions of the specific plans.
At Chemours, you will find sustainability in our vision, our business and your future. If you want to work on the leading edge of your field and have a desire to make a difference, join Chemours and discover what it means when we say "We Are Living Chemistry."
A new company. A new purpose. A new commitment to customers and chemistry. We are Chemours. And even more exciting is how our employees are committed to be catalysts for better. The word “ours” is in our name intentionally. It is about our employees, our customers and our world. Our values are simple: We seek to put our customers first always. We encourage creativity and simplicity. We give you the ability to operate with the innovation and enthusiasm of an entrepreneur. We are obsessed with making our world safe and we do this all with unshakable integrity – doing what is right. See chemistry in a different way at Chemours.
PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI, ETC.)
HELP SHAPE THE FUTURE OF CHEMISTRY AND THE WORLD
From the frontline to the back office, every Chemours employee is part of something bigger than themselves as together we work to create a better world through the power of our chemistry.
Chemours is a $6.3 billion company with a portfolio of products and processes that enable technologies and products that people use every day in their lives. From cellular phones to lower emission vehicles, to 5G communications and clean energy from hydrogen, we’re collaborating with customers to make these innovations more capable. Simply said, we use our chemistry to change lives, shape markets, and redefine industries—one improvement at a time.
Chemours is seeking an IT Service Delivery Leader to join our growing Enterprise Service Management (ESM) team! This position will report directly to the Enterprise Service Management Manager.
The responsibilities of the position include, but are not limited to, the following:
Establishes team KPIs that are aligned with leadership goals and deliver continuous improvement
Leads projects that deliver improved capabilities to support our internal customers (employees and contractors).
Defines ITSM roadmap that facilitates ITIL best practices.
Establish a close working relationship with the Software Engineering Lead to facilitate the execution of the ITSM roadmap.
Manages ESM project repository and tracking system.
Represents the ITSM team in the PMO project intake process including orchestrating ITSM work needed to facilitate smooth introduction of new applications/processes/systems.
Integrate with the ITSM team to transition from our current ITSM platform to an advanced suite of products.
Serve as the Application Owner of the ESM toolset (e.g., Incident Management, Request Management, Ticketing, Change Control, Knowledge Management, IVR).
Create and update service catalog that is aligned with our business and function needs.
Bring in ideas to continuously improve and automate various ITSM tasks such as Reporting, Incident Management, Problem Management, Change Management, Release Management, CMDB, etc. to reduce manual work and human error.
Drive standardization, simplification, and integrations where possible across the different systems.
Serve as primary vendor contact for ESM Applications. Manage contract renewals and own relationships that facilitate adherence to SLAs or performance expectations.
Establish a strong customer advocacy program that uses customer feedback to drive continuous improvement that is tracked and reported on in near real-time.
Support and administer governance process for new requests and changes to the ITSM Platform.
Manage governance for ESM policy, processes, and technology that meets or exceeds Internal/External audit compliance requirements.
Lead program to develop and document pertinent policies and SOPS as required.
The following is required for this role:
Bachelor’s degree in computer science, Or High School Diploma with 5-7 years of proven work-related experience
2 to 3 years' experience working in a customer service role
2 to 3 years' of experience with Enterprise ITSM Tools
In-depth understanding of ITIL v4.0 processes and Framework
Strong Written and Verbal Communication & Presentation Skills
Good Working knowledge of Office 365 Productivity Suite
The following is preferred for this role:
ITIL Certified
Must be able to collaborate and work well with a global workforce
Ability to deal with ambiguity
Self-Starter and Good Organizational Skills
An effective team member
Benefits:
Competitive Compensation
Comprehensive Benefits Packages
401(k) Match
Employee Stock Purchase Program
Tuition Reimbursement
Commuter Benefits
Learning and Development Opportunities
Strong Inclusion and Diversity Initiatives
Company-paid Volunteer Days
We’re a different kind of chemistry company because we see our people as our biggest assets. Instead of focusing just on what our employees do each day, we look at how they do it—by taking a different approach to talent development, employee engagement, and culture. Our goal is to empower employees to be their best selves, at Chemours and in life. And we’re proud to be Certified™ by Great Place to Work® .
Learn more about Chemours and our culture by visiting Chemours.com/careers. (https://www.chemours.com/en/careers)
Chemours is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, religion, color, gender, disability, national or ethnic origin, ancestry, marital status, family status, sexual orientation, gender identity or expression, or veteran status. Jurisdictions may have additional grounds for non-discrimination, and we comply with all applicable laws.
Chemours is an E-Verify employer
Candidates must be able to perform all duties listed with or without accommodation
Immigration sponsorship (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status) is not currently available for this position
In our pursuit to be the greatest place to work, we know that a critical element to enhancing our employee experience is to assure we’re operating with a solid foundation of trust. At Chemours, this means being transparent about how we pay our employees for the work that they do.
Pay Range (in local currency):
$93,184.00 - $145,600.00
Chemours Level:
25
Annual Bonus Target:
8%
The pay range and incentives listed above is a general guideline based on the primary location of this job only and not a guarantee of total compensation. Factors considered in extending a compensation offer include (but are not limited to) responsibilities of the job, experience, knowledge, skills, and abilities, as well as internal equity, and alignment with market data. The incentive pay is dependent on business results and individual performance and subject to the terms and conditions of the specific plans.
At Chemours, you will find sustainability in our vision, our business and your future. If you want to work on the leading edge of your field and have a desire to make a difference, join Chemours and discover what it means when we say "We Are Living Chemistry."
A new company. A new purpose. A new commitment to customers and chemistry. We are Chemours. And even more exciting is how our employees are committed to be catalysts for better. The word “ours” is in our name intentionally. It is about our employees, our customers and our world. Our values are simple: We seek to put our customers first always. We encourage creativity and simplicity. We give you the ability to operate with the innovation and enthusiasm of an entrepreneur. We are obsessed with making our world safe and we do this all with unshakable integrity – doing what is right. See chemistry in a different way at Chemours.
PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI, ETC.)