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ITSM and Delivery Manager (Team Lead)

Bayside Solutions Camas ,WA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

 Duties and Responsibilities:

  • Own and lead the Service Delivery Practice, which currently consists of a team of approximately 8 professionals
    • Define and establish service goals, expected outcomes and measureable results
  • Design and utilize score-cards, surveys, methods and tools to monitor KPI, OLA and SLA compliance
  • Collaborate with relevant teams to define the service portfolio roadmap, maturity path, customer priorities and drive to continuously improve maturity levels
  • Ensure that IT Services are being consumed efficiently by business units
    • Ensure IT Service Managers are partnering/interfacing with key business units
      • Coach and mentor as necessary
  • Accountable for the strategic direction and guidance of ITSM processes and functions, as well as their supporting tools
    • Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, ServiceNow ITSM Platform, etc.
  • Develop business cases to propose and implement additional ITSM processes and functions to further improve service -  Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities)
  • Ensure service levels are defined and met around Availability, Performance and Resiliency
  • Own and Orchestrate a formal Root Cause Analysis (RCA) methodology to drive long term resolution of Sev 1 (Critical severity incidents), recurring incidents, recurring problems, or major events
  • Own and Orchestrate the I &O Disaster Recovery and Business Continuity Plan
    • Partner with leaders within I&O and key business units to define and document the plan for Process Maps, Runbooks and RPOs and RTOs
    • Operationalize and test the plan on a regular basis as well as maintain the plan and make updates
      • Results from periodic tests or dry-runs, changing needs of the business, updates or changes to policies, process or infrastructure
  • Identify and define opportunities for process improvement and adhere to the principals of Continual Service Improvement utilizing metrics to ensure processes provide the anticipated value to stakeholders and users
  • Continually analyze and refine service portfolio metrics to help shape the future ITSM Strategy



Required Technical Background:

  • 15+ years of IT Experience with 5+ years of Management/Team Leadership experience, including but not limited to:
    • Providing analysis, consulting, and making recommendations on good practices for solutions that scale and are flexible to adapt to a changing I & O ecosystem
    • Coaching, mentoring and motivating service delivery managers and staff to increase service and staff performance, end-user satisfaction, and employee satisfaction
    • Executive presence with the ability to clearly communicate ITSM/IT Service Delivery concepts and processes to all levels of stakeholders
    • Ability to adapt style and level of abstraction as appropriate
  • 5+ years’ demonstrable and relatively recent experience in ITSM (IT Service Management) and/or IT Service Delivery Leadership
    • Thorough understanding of IT service portfolio creation and management, service and value requirement definition and design, and typical supporting operating models
      • Typical elements that make up services, up-stream and down-stream dependencies, integrations, redundancy, availability, performance, and recovery models
  • Preferably in a financial services organization of similar size and complexity
    • Significant experience working within the ITIL Framework with formal Service Management to include but not limited to:
    • Incident Management
    • Problem Management
    • Change Management
    • Asset Management
    • Configuration Management (CMDB)
    • Capacity Management
    • Service Catalog
  • Implementation of IT Service Management Tools and SLAs (Service Level Agreements) - ServiceNow Software and CMDB databases
  • Experience creating, documenting and disseminating IT processes
  • Operates with a strong sense of urgency ensuring that the operationalized ITSM processes and functions add value to all stakeholders, with respect to the delivery, management, and consumption of those services
  • Establish strong relationships and partnerships with business/IT, clients/customers
  • Have a strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship oriented through transparent and proactive communication. Some ways could include:
    • Surveys to gather periodic customer feedback on a consistent basis
    • Utilize an outside-in approach model and measure service success from customer’s point of view
    • Proactively showcase service improvements
    • Effectively communicate service impairments to the business/customers in a timely manner while taking ownership of service resolution/restoration and coordination of resources
  • Collaborate closely with IT teams, enable and share a common, customer-centric culture with the teams and apply common methods to drive excellence in the role or function.
  • Facilitate and drive alignment across teams, conduct customer research, and work with key stakeholders across business and technology to develop the service strategy, vision and roadmap.


Preferred Educational Background:

  • Bachelor's degree in computer science, information systems, business administration or other related field
  • ITIL v3 Foundation Certification – minimum
  • ITIL v3 Expert Certification – preferred
  • Agile/Scrum (CSM) Certification – preferred
  • Project management training and/or PMP/PRINCE2 certification - preferred

Bayside Solutions


Camas, WA