Chemours
IT Service Delivery Lead
Chemours, Boston, Massachusetts, us, 02298
Chemours IT Service Delivery Lead in Boston, Massachusetts
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 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. Compensation and Benefits: Competitive Compensation 401(k) Match Employee Stock Purchase Program Tuition Reimbursement Learning and Development Opportunities Strong Inclusion and Diversity Initiatives 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. Chemours is an E-Verify employer. 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. Candidates must be able to perform all duties listed with or without accommodation. The pay range for this position is $93,184.00 - $145,600.00. 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."
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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 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. Compensation and Benefits: Competitive Compensation 401(k) Match Employee Stock Purchase Program Tuition Reimbursement Learning and Development Opportunities Strong Inclusion and Diversity Initiatives 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. Chemours is an E-Verify employer. 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. Candidates must be able to perform all duties listed with or without accommodation. The pay range for this position is $93,184.00 - $145,600.00. 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."
#J-18808-Ljbffr