Service Management Lead
About The Position
Responsible for overall performance and ensuring the team meets all contractual requirements, deliverable deadlines, and SLAs with high customer satisfaction. Serves as the primary liaison to the customer. Oversees IT support service (and related ITIL) processes to make sure they are being effectively executed. Leads continual improvement of processes and manages the lifecycle of services. Provides oversight and guidance for the implementation of service processes, procedures, work instructions, and associated tools. Oversees knowledge management, training and education programs. Aligns service processes and activities to the ISO 20000 Information Technology – Service Management standard. Assigns a named technical representative for each service processes. Collaborates with service managers and functional leaders including engineering, operations, and service desk, as well as other contractors and service providers to enable seamless service execution across the service area. Supervises the day-to-day operations of the help desk. Provides support to end users on a variety of IT issues. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Other duties as assigned.
Requirements
- 10+ years of relevant lead or manager experience, including working closely with end users and managing teams.
- Bachelor’s degree in a relevant field or equivalent experience.
- ITIL v3 Expert or ITIL v4 Managing Professional certification.
Nice To Haves
- PMP or similar cert preferred.
Responsibilities
- Ensuring the team meets all contractual requirements, deliverable deadlines, and SLAs
- Serving as the primary liaison to the customer
- Overseeing IT support service processes
- Leading continual improvement of processes and manages the lifecycle of services
- Providing oversight and guidance for the implementation of service processes, procedures, work instructions, and associated tools
- Overseeing knowledge management, training and education programs
- Aligning service processes and activities to the ISO 20000 Information Technology – Service Management standard
- Assigning a named technical representative for each service processes
- Collaborating with service managers and functional leaders
- Supervising the day-to-day operations of the help desk
- Providing support to end users on a variety of IT issues
- Identifying, researching, and resolving complex technical problems
- Creating and managing escalation procedures and ensures service levels are maintained
- Documenting, tracking, and monitoring problems to ensure resolution in a timely manner
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What This Job Offers
Job Type
Full-time
Career Level
Manager
