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• The Manager, IT Service Management, is responsible for the overall implementation, on-going management and continual improvement of IT Service Management (ITSM) best practices within all areas of IT.
• This includes the development of a Service Management Office (SMO), reporting of KPI's, critical success factors and activity metrics. The ITSM Manager will drive long-term vision and process maturity while working with business units to identify strategic opportunities to improve service delivery efforts and value.

Primary Duties

• Establishes and maintains governance for all ITSM processes, standards, and tools.
• Responsible for developing and managing of service management processes including: incident and problem management, request management, change and configuration management, release and deployment, service catalog management, service level management, supplier management, demand management, availability/capacity management, knowledge management, continual service improvement.
• Manages the day-to-day operations of the Service Management Office to ensure consistency and compliance with ITIL policies and processes.
• Develops and manages customer satisfaction surveys and results to ensure customers are receiving optimal service.
• Provides strong guidance and oversight to make sure ITSM processes meet business objectives and provide value to the customer.
• Oversees the development, delivery, and interpretation of dashboards and scorecards, KPI's, and other service management metrics.
• Establishes and manages the continual service improvement register to identify areas of improvement and provides status of these improvements to business leaders.
• Performs cross-functional, bi-annual review of incidents, problems, change and service level programs.

Skills Required

• Minimum education and/or experience:
• Bachelor's degree in Computer Science, Information Systems, or related equivalent IT field
• (5) or more years of experience developing ITSM processes
• (3) or more years of IT supervisory/management experience
• (3-5) years of experience utilizing ITSM processes in a large-scale organization
• Other combinations of education, experience, or training that may be considered in substitution for the minimum requirements: ITIL V3 Foundation Certification required
• Experience using ITSM tools such as: ServiceNow, BMC Remedy, Manage Engine Service Desk Plus, HP Service Manager, Cherwell

Skills Preferred

• Possible contract to perm if candidate is right fit Remote with occasional onsite collaboration must be local to Phoenix- No Out of state candidates

Experience Required

• Minimum education and/or experience:
• Bachelor's degree in Computer Science, Information Systems, or related equivalent IT field
• (5) or more years of experience developing ITSM processes
• (3) or more years of IT supervisory/management experience
• (3-5) years of experience utilizing ITSM processes in a large-scale organization
• Other combinations of education, experience, or training that may be considered in substitution for the minimum requirements: ITIL V3 Foundation Certification required
• Experience using ITSM tools such as: ServiceNow, BMC Remedy, Manage Engine Service Desk Plus, HP Service Manager, Cherwell

Experience Preferred

• (5) years of experience managing service management initiatives and the entire ITSM lifecycle
• (5-7) years of experience utilizing ITSM processes in a large-scale organization
• (3-5) years of experience managing an IT department (3) years of experience managing customer service satisfaction and service levels
• Experience using ITSM tools such as: ServiceNow, BMC Remedy, Manage Engine Service Desk Plus, HP Service Manager, Cherwell

Education Required

• Bachelor's degree in Computer Science, Information Systems, or related equivalent IT field

Education Preferred

• Master's degree in Computer Science, Information Systems, or related equivalent IT field

Additional Information

• Possible contract to perm if candidate is right fit Remote with occasional onsite collaboration must be local to Phoenix- No Out of state candidates