IS Service Quality Manager

Careoregon • Seattle, WA

399d • $135,420 - $165,520 • Remote

About The Position

The IS Service Quality Manager is responsible for ensuring the timely and high-quality delivery of Information Services & Business Intelligence (ISBI) services. This role involves leading a team focused on improving internal ISBI processes, developing metrics, and implementing tools to enhance service delivery. The manager collaborates with various stakeholders to align services with business needs and oversees the management of the ServiceNow platform.

Requirements

• Experience in managing IT service quality and process improvement initiatives.
• Strong knowledge of ITIL framework and service management best practices.
• Proficiency in ServiceNow platform management and administration.
• Excellent communication and collaboration skills to work with cross-functional teams.
• Ability to develop and maintain performance metrics and reporting.

Nice To Haves

• Experience with project management methodologies.
• Familiarity with business intelligence tools and data analytics.
• Knowledge of vendor management and technical debt reduction strategies.

Responsibilities

• Collaborate with ISBI leadership to identify and address areas of ISBI process improvement using ITIL as a framework.
• Work with other teams within ISBI to provide expertise and support for cross-team challenges.
• Identify business and systems requirements for new service management technologies.
• Establish and produce consolidated ISBI performance metrics.
• Develop and maintain strong relationships with stakeholders in other business units and ISBI peers.
• Identify, recommend, and establish ITIL process owners; operate as an ITIL process owner as needed.
• Ensure the creation and maintenance of an agile, streamlined, scalable, and optimized ServiceNow platform.
• Participate in the creation of the strategic vision for ServiceNow within the organization.
• Champion the use of ServiceNow throughout the organization.
• Oversee day-to-day administration and operation of the ServiceNow platform.
• Facilitate daily stand-up meetings and sprint reviews.
• Establish and monitor adherence to platform design, maintenance, and administration best practices.
• Develop and maintain a roadmap for system improvements in consultation with stakeholders and ISBI leadership.
• Plan and execute regular releases/upgrades as per the agreed roadmap.
• Maintain visibility into vendor roadmaps and adjust plans to maintain low technical debt.
• Implement the platform in alignment with ITIL best practices.
• Align the platform with measurable business outcomes.
• Lead project teams and ensure effective collaboration.
• Coordinate with end users to identify application requirements.
• Work closely with key stakeholders to prioritize tasks.
• Drive continuous improvement and extend ServiceNow as a strategic business platform.
• Set and maintain platform documentation.

Benefits

• Full benefits package including health insurance and retirement plans.
• Estimated hiring range of $135,420 - $165,520 per year with a 5% bonus target.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Insurance Carriers and Related Activities
• Education Level: No Education Listed