Manager, IT Service Management

The Manager of IT Service Excellence will serve as product owner and talent manager for the 5-member Service Excellent Team. The Manager is responsible for the design, implementation, and management of the IT Service Excellence framework, ensuring that IT services align with business needs and are delivered efficiently. The role involves leading a team of IT professionals, collaborating with cross-functional teams, and continuously improving processes to enhance service delivery, customer satisfaction, and operational efficiency. This position requires a strong background in IT operations, leadership, and ITIL-based service management. Key Responsibilities ITSM Strategy and Framework: Develop and implement the service management strategy, ensuring alignment with the overall IT and business strategy. Design, implement, and manage ITSM processes (Incident Management, Problem Management, Change Management, Root Cause Analysis, Service Request Management, etc.) in accordance with ITIL best practices. Monitor and measure the effectiveness of ITSM processes, identifying areas for improvement and implementing necessary changes. Service Delivery and Operations: Oversee the day-to-day operations of the Service Excellence team, ensuring timely and effective service delivery. Lead the Incident Management process, ensuring quick resolution of incidents and minimization of business impact. Manage the Problem Management process, conducting root cause analysis and implementing permanent solutions to recurring issues. Oversee the Change Management process, ensuring changes are assessed, approved, and implemented with minimal risk to the organization. Team Leadership and Development: Lead, mentor, and develop a team of IT professionals, fostering a culture of continuous improvement and excellence. Set performance goals, provide regular feedback, and conduct performance evaluations. Facilitate training and development programs to ensure the team's skills remain current with industry standards and best practices. Stakeholder Management: Collaborate with IT and business stakeholders to understand service requirements and expectations. Communicate effectively with stakeholders at all levels, providing regular updates on activities, performance metrics, and improvement initiatives. Act as the primary point of contact for ITSM-related queries and escalations. Continuous Improvement: Drive continuous improvement initiatives within the service excellence framework, leveraging industry trends and emerging technologies. Implement automation and optimization strategies to improve service delivery efficiency and reduce manual effort. Conduct regular reviews of service processes, identifying gaps and implementing corrective actions. Compliance and Reporting: Ensure service excellence processes comply with relevant industry standards, regulations, and internal policies. Prepare and present regular reports on ITSM performance, including KPIs, SLAs, and improvement initiatives. Qualifications Education: Bachelor's degree in Computer Science, Information Technology, a related field, or comparable experience. Advanced degree preferred. Minimum of 5-7 years of experience in IT Service Management, with at least 3 years in a managerial or leadership role. ITIL certification (Foundation required; Intermediate or Expert level preferred). Experience: Proven experience in designing and implementing ITSM frameworks and processes for a medium to large organization. Skills: Strong leadership and team management skills, with a track record of leading high-performing teams. Excellent communication and stakeholder management skills. Analytical mindset with the ability to solve complex problems and make data-driven decisions. Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms. Working Knowledge of Agile and DevOps methodologies. MRO Technology Work Environment The support organization provides Helpdesk services, desktop support, Tier 1 application-level support, and workstation builds across US and India. Helpdesk services is comprised of ticket logging, initial triage, and first call resolution. Desktop Services includes Tier 2 troubleshooting (application/hardware), account provisioning, workstation builds, user training, and asset management. Application support's primary focus is assisting and resolving issues related to MRO's proprietary applications. The position is a customer facing role that provides technology and/or application support. The leader for this team will be responsible for the daily oversight of these services, act as an escalation point, and provide reports/metrics appropriate to leadership. The MRO IT Systems and Support Management leaders work across teams and leadership to drive continued health of system performance. Partnering across 20 Scrum Teams to drive improvement based on root cause analysis, data and monitoring techniques; ensuring the right team takes the right action.