IT Service Manager

IT Service Manager
Location: Lakeville,MN
Contract:  6-month Right to hire 

The Role

• The IT Service Manager will be accountable for identifying and managing strategies, roadmaps, and improvement implementations for various IT Service Management disciplines which include but are not limited to: Change, CMDB, Asset Management, Service Request, and Problem Management.
• Additional focus will include defining, overseeing, and reporting on the performance of ITSM processes, tool, integrations, and automation using best practice KPIS and Critical Success Factors.
• The Service Manager will fill a critical role in IT Service Delivery by working with all levels of the organization to understand business and IT priorities and translate the needs into process and service delivery.
• The IT Service Manager will also help fulfil or backup key hands on roles within our various IT Service Management processes as needed to ensure optimal delivery.

In this role you will

• Work closely with all levels of the organization to understand business priorities and lead efforts to align service delivery and support maturity efforts.
• Initiate and implement process improvement and measurements which show quantitative and qualitative results.
• Develop and implement service standards and procedures for service delivery and support.
• Maintain customer relationships and improve response and delivery times.
• Develop and distribute key metrics to all levels of the organization.
• Solicit end user feedback to ensure services and process are easy to use and understood.
• Keep abreast of industry innovation, trends, and changes regularly to plan and recommend new technologies, process, integration, and automation.
• Acting as liaison to IT teams to promote value and benefits of the process.
• Ensuring Roles and responsibilities, ITSM toolset functionality, and capabilities are documented and understood by IT and business partners. This will include involvement in the creation of training material.
• Review and approve all new, procedural and changes to documentation and work instructions for the respective process.
• Initiate regular ITSM collaboration sessions with Process Managers and Business leaders on the identification and delivery of continual improvements of the process area (people, process, technology).
• Lead process integration efforts with other tools and processes.
• Facilitate and solve cross-functional ITSM issues and escalations.
• Participate in internal and external audits.

Traits we believe make a strong candidate

• ITIL Foundations Certification (v3 or v4) required; ITIL intermediate preferred
• 5+ years of experience or Degree in Computer Science or related field - desired
• 3+ years of experience conducting assessments, designing processes, and implementing service management solutions.
• Demonstrate leadership skills; with direct report(s) preferred
• Demonstrate project and technical leadership experience handling multiple projects simultaneously.
• Strong oral and written communication skills. Ability to create and deliver presentations or training material to all business levels.
• Experience leading large process improvement projects.
• Develop and maintain transition to operations policies and procedures to ensure they are fit for purpose
• Strong ability to set and achieve deliverables, as well as hold others accountable
• Experience in managing customer relationships, understanding business imperatives, shaping service and solutions propositions, and negotiating win-win outcomes
• Significant experience with IT Service Management Tools
• Ability to prepare reports, dashboards, and speak to the metrics displayed; develop metrics and reporting tools that can be used to measure effectiveness and efficiency of processes