ITIL Service Manager 3

ASM Research

11h

About The Position

Responsible for analyzing and directing IT related activities of the organization/program with managerial responsibilities for assigned direct reports. Accountable for ensuring continuity of computer, network, and application services for users throughout the organization and customers’ external to the organization through planning, technical leadership, and project coordination and management. Facilitates the alignment of services with business processes and requirements, as well as their continual improvement through the promotion of best practices, through outreach with stakeholders and customers. Determines the goals of IT within broad outlines provided by executive management and contribute to the continuity of computer, network, and application services by providing necessary technical leadership and project coordination. Forecasts costs, equipment, software, and personnel needs for projects and programs as required and related to IT operations. Prepares and administers project budgets and reports budget performance. Stays abreast of the latest developments in information technology and remain highly technically competent at all levels of data processing while striving for enhanced user productivity through implementation of new software technologies where applicable, and the implementation of policies that more effectively utilize IT resources. Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency. Prepares short and long-range systems projects/plans with priority recommendations. Verifies implementation and operational success by conducting system, monitoring, and documentation audits of technologies implemented. Directs technological research by studying organizational/customer goals, strategies, practices, and user projects. Oversees the conduct of feasibility studies for systems improvement and the preparation of systems project proposals. Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures. Analyzes complex business needs presented by the user community and/or clients and recommends technical solutions. Ensures the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions. Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities. Accomplishes IT staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.

Requirements

Bachelor’s Degree in IT, Computer Science or a related field, or equivalent relevant experience.
Relevant Work Experience: 6-8 years of experience in Information Technology with 2-5 years of experience managing IT staff.
Management experience deploying and using ServiceNow and CX1
Must have strong communication skills and be able to effectively communicate technical issues.
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.
Ability to get team members to work together to accomplish tasks.
Stays up to date technically and applies new knowledge to job.
Ability to think long-term and establish achievable action plans.
Actively looks for ways to help people in the most efficient manner.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Understands the implications of new information for both current and future problem-solving and decision-making.

Responsibilities

Facilitates the alignment of services with business processes and requirements, as well as their continual improvement through the promotion of best practices, through outreach with stakeholders and customers.
Determines the goals of IT within broad outlines provided by executive management and contribute to the continuity of computer, network, and application services by providing necessary technical leadership and project coordination.
Forecasts costs, equipment, software, and personnel needs for projects and programs as required and related to IT operations.
Prepares and administers project budgets and reports budget performance.
Stays abreast of the latest developments in information technology and remain highly technically competent at all levels of data processing while striving for enhanced user productivity through implementation of new software technologies where applicable, and the implementation of policies that more effectively utilize IT resources.
Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.
Prepares short and long-range systems projects/plans with priority recommendations.
Verifies implementation and operational success by conducting system, monitoring, and documentation audits of technologies implemented.
Directs technological research by studying organizational/customer goals, strategies, practices, and user projects.
Oversees the conduct of feasibility studies for systems improvement and the preparation of systems project proposals.
Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
Analyzes complex business needs presented by the user community and/or clients and recommends technical solutions.
Ensures the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions.
Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
Accomplishes IT staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.