IT Service Manager

ZOLL Medical•Jacksonville, FL

7h•$110,000 - $120,000

About The Position

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. Job Summary The IT Service Manager focusing on Incident, Problem, and Change is responsible for the ownership and management of these processes and its functions as well as the deployment and evangelization of its related processes. In this position, you will be leading major incident calls, conducting problem management meetings, managing organizational change, driving process and policy adaption within the team and across business units. This position is responsible for the training, performance tracking, and reporting of these processes. This person will work across all functional areas within IT to ensure processes are implemented, followed, and aligned with business needs.

Requirements

Bachelor's Degree or equivalent work experience required
5+ years of relevant work experience in Information Technology with at least three years of experience in a Service Management team required and
Experience managing and utilizing ServiceNow required and
5+ years of relevant ITIL experience required and
Experience working with Infrastructure and Application teams during critical issues required
ITIL V3 foundation or higher certification
Proven experience in Incident, Problem, and Change management
Able to clearly articulate understanding of Incident Problem, Change Management processes
Communicate clearly with a range of people at different levels of the organization and explain and discuss technical issues using a range of styles, tools, and techniques
Strong background of ITIL framework

Responsibilities

Manage, report, and communicate on the global performance of owned processes
Partner with other leaders across the organization and champion the day-to-day operation of the lifecycle of Incident, Problem and Change Management
Manage documentation
Leading Change Request Review meetings
Developing change management plans for change initiatives
Evaluating the impact of planned changes
Leading identifying risks and developing risk mitigation tactics
Supporting development of communications relevant to change initiatives
Track and monitor of changes
Provide coaching and training to employees at all levels
Define success metrics and measuring performance against these
Develop and publish a Change Management SOP and maintain all change documentation (policies, procedures, templates, etc.)
Responsible for managing the lifecycle of all changes, with the primary responsibility of enabling beneficial changes to be made with minimal disruption to the business
Coordinate and facilitate the Change Management process across organizations
Responsible for review, approvals, categorize, prioritize, change requests
Prepare and run CAB meeting agenda and capture issues and suggestions
Create, publish, and circulate the Change calendar
Educate the Business and IT on the Change Management process
Produce metrics and report on Change Management activities
Develop, coordinate, and perform post change review of scheduled changes for all RFCs and maintenance efforts
Conduct or facilitate Post Implementation Reviews (PIRs) after the implementation of changes
Manage major incidents including – incident and risk assessment, co-ordinations across global cross-function groups
Effectively prioritize incidents and impacts to business
Manage and coordinate urgent and complicated support issues
Act as escalation point for all Major Incidents
Ability to coordinate and drive technical bridges during a Major Incident calls and lead teams towards quick mitigation, work-around, or resolution
Provide clear, effective, and meaningful communication to all appropriate levels of leadership and stakeholders, ensuring status updates are delivered in a timely and accurate manner
Establish governance processes to measure, report, and improve Major Incident processes and outcomes
Develop and publish an Incident and Problem Management SOP and maintain all related documentation (policies, procedures, templates, etc.)
Manage support for incident management tools, systems, procedures, and processes
Coordinate interfaces between incident management and other service management processes
Coordinate actions of others as necessary to assist with analysis and resolution actions for problems and known errors
End to end responsibility for the management, communication, escalation, investigation and resolution of critical incidents, ensuring updates are timely and of sufficient quality, arranging discussions and updates as required
Identify trends and root cause analysis for complex companywide problems and communicate, influence, and implement system fixes/improvements to enhance business efficiency and client experience
Ensure that problems, critical incidents, and planned/proactive tasks are correctly prioritized
Conduct Critical Incident Reviews, RCAs, and present findings to the management
Prepare Incident and Problem management reporting
Oversee continual performance of the global Problem Management
Lead efforts in providing consistent problem management standard and ensuring adoption and compliance
Ensure the standards and processes are globally consistent across the organization
Assist in writing, reviewing, and enhancing problem documentation
Lead postmortem meetings and creation of RCA documentation with required data collection
Responsible for root cause analysis of all Major Incidents and driving resolution efforts to minimize repeat incidents
Working with line managers to define and identify risks, problems, and resolutions.
Drive teams and/or stakeholders to remediate the issue(s) identified (continuous service improvement)
Act as escalation point for Problem Management
Establish governance processes to measure, report, and minimize repeat Problems
Coordinate Problem reviews with Global IT teams.