Seterus, Inc. is seeking an ITSM Manager (Tech Services Mgr) who will build organizational alliances to implement and execute a Seterus-specific version of IT Service Management based on current ITIL version. Manages employees having a variety of responsibilities including installing, operating, planning and configuring complex client information systems, products or networking systems/components. Services may also include the integrating and testing of hardware/software solutions. Positions are found most often in an environment where IBM has a long-term relationship to provide IT services, or in a multi-vendor environment in support of a client's business. Typically involved in the management of live production systems and/or testing environment performing systems level configuration or analyzing business requirements to define, maintain and occasionally installs computer systems, network applications/systems and workstation services. Knowledge Management: Participates in the creation, harvesting, protection, and reuse of IBM's intellectual capital. Participates in knowledge sharing activities like communities of practice, forums, conferences and/or knowledge exchanges. Management position providing leadership and guidance to employees within a function/business unit. Activities generally include interpreting policies/practices, identifying/satisfying resource needs and ensuring achievement of business goals. Typically manages in an environment that includes a moderate sized customers/divisions with at least one large or complex customer. Leads small to medium transitions. Delivers against SLAs in steady state. Decisions may significantly influence client's plans, schedules, satisfaction and cost of a project. Discharges the basic management responsibilities and assumes additional responsibilities as assigned.
- Manage ITSM based process groups (Change Management, Incident Management, Problem Management, Release Management, etc) though strategic planning and guidance to subordinate managers
- Advise senior management on ITIL/ITSM related issues
- Must be able to act as the Change Manager, Incident/Problem Manager, Release Manager in their absence
Understands and applies knowledge of information technology and associated tools and methodologies of their technical specialty to support attainment of function/business unit's objectives. Understands and applies professional knowledge related to function/business unit and its processes. Demonstrates professional knowledge of client environment, industry and platform(s) required to meet and exceed service level agreements.
Advises peers/line management. Negotiates and influences staff and management to define approaches and goals. Establishes regular contact to exchange information, provide assistance and/or resolve complex problems. Communicates, negotiates and provides direction to vendors and subcontractors on an on-going basis, at times in sensitive situations, to resolve complex problems. Interface with managers and middle managers, negotiates business agreements, provides assistance on complex issues/negotiations. Communicate business plans, technical issues, responds to client escalations.
- Must have current ITIL certification
- Minimum of two years experience with the management of major ITSM processes such as Change or Incident Management
- Minimum of five years experienced as an IT manager
- Team builder able to influence matrixed groups
- Coach and mentor to ITSM team
- Able to evangelize proper ITSM procedures to senior management and the organization
International Business Machines Corporation (IBM), is an information technology (IT) company. s major operations include Global Technology...