ITSM Delivery Lead

Landmark Credit Union Talent Acquisition-posted 3 months ago
Brookfield, WI
1,001-5,000 employees
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The ITSM (IT Service Management) Delivery Lead is a hands-on role where you will create/analyze high-level business requirements and translate them into technical specifications for our engineering team to enhance and maintain our ITSM platforms. Promote and champion the benefits of IT Service Management capabilities and processes including Incident Management, Problem Management, Change and Request Management, Knowledge Management, and Asset Management. This position will play a key role in monitoring, triaging, and prioritizing open issues to expedite closure. This position reports to the Sr Manager, IT Service Delivery. This position is responsible for gathering and translating user requirements into work items to improve the ITSM platform being used at Landmark Credit Union (LCU). Involves overseeing the planning, implementation, and ongoing management of IT services to ensure they align with business needs and deliver value. This role ensures the quality, efficiency, and effectiveness of IT service delivery through various processes and strategies.

  • Provide and lead analytical support to ITSM Product Owners or Product Managers engaged in the discovery, design, and delivery of implementing and operating the ITSM platform, namely Change, Incident, and Problem Management.
  • Overseeing the resolution of major incidents and identifying root causes of problems to prevent future occurrences. Conduct root cause analysis/postmortem meetings and facilitates the problem management process for lessons learned and preventive recurrence.
  • Monitor, triage, and prioritize the open issues working with the various IT teams to expedite closure.
  • Manage and drive the incident and change management processes to ensure operational stability at all times.
  • Oversee delivery of enhancements and upgrades to the ITSM platform.
  • Gather and translate user requirements into system improvements; ensure alignment with business needs.
  • Create and maintain documentation for business processes, system requirements, and platform changes.
  • Maintain and update the IT service catalog and service delivery models.
  • Manage and advance IT metric capabilities and utilize the output to measure SLAs, seek systems improvements, seek areas of automation, and utilize the data for general efficiencies.
  • Advance ITSM metrics and reporting capabilities, including dashboards, KPIs, SLA tracking, and process automation opportunities.
  • Develop and monitor SLAs and supporting OLAs; ensure agreements are published and maintained.
  • Lead continual service improvement initiatives and contribute to process maturity through regular review cycles, trend analysis, stakeholder engagement, and metric analysis.
  • Train IT personnel on changes to the ITSM platform, service delivery practices, metrics, and reporting.
  • Create and build relationships with key business stakeholders.
  • Perform other duties as assigned.
  • Bachelor’s degree or equivalent experience. Industry qualifications preferred.
  • Minimum 7 years’ years of experience in business or data analysis, including defining user needs and documenting epics, stories, and acceptance criteria.
  • Minimum of 2 years of ITSM platform or other ticketing system implementation.
  • Demonstrated ability to drive IT Service Delivery, planning, platform management, and the ability to drive incidents to a resolution in a timely manner.
  • Ability to ask tough questions and understand complex scenarios surrounding technology changes.
  • Experience managing operational processes and coordinating across cross-functional teams.
  • Strong working knowledge of ITIL-based Service Management functions (Incident, Change, Problem, etc.).
  • Demonstrated ability to translate business and technical requirements into actionable enhancements.
  • Ability to operate as part of cross-functional teams across all of IT and the business.
  • Effective communicator with strong analytical and documentation skills.
  • Ability to interpret risk, priority, and approval workflows within change and incident processes.
  • Excellent written and verbal communication skills; solid presentation skills.
  • Must develop a thorough understanding of company policies and procedures as they relate to this position. Must comply with all company policies and procedures and all job-related state and federal laws and regulations.
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