Job Title: IT Services Manager
The Manager IT Services (ITSM) will be responsible for ensuring that standardized ITIL based processes and procedures are used for efficient and prompt handling of all technology incidents, problems, and changes in order to minimize the impact of technology outages or changes to improve the day-to-day operations of the IT organization.
Principle Duties and Responsibilities
•Coordinate and control all changes to IT services to minimize adverse impacts of those changes to business operations and the users of IT services.
•Responsible for all Change Management activities, to include new business planning, leading regular change control meetings, prevention and detection of unauthorized migration to production environments, and managing a comprehensive change schedule.
•Directly interface with IT professionals, both internal and external to the organization (such as third party suppliers, application developers, database administrators, server administrators, network support, and other related service delivery functions), to enforce compliance with Corporate IT Change Control policies and procedures.
•Define scope for Change Management processes, function, configuration items to be controlled, and the information that is to be recorded.
•Develop change management KPIs and tracks trends, and reports results to Management.
•Drive continuous improvement of IT change control policies, processes, and procedures including regular updates of policy and procedural documentation.
Deliver periodic Change Control policy and procedural training to departmental personnel as needed, including but not limited to use of supporting technology and tools.
•Enable and champion an IT service culture through development of ITSM/ITIL-based management processes and controls to ensure quality is maintained to meet business objectives
•Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
•Review service metrics (KIQs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics
•Coordinate inter-process changes with process owners
•Maintain and update knowledge management database
•Create and maintain the catalog description of existing services offered by IT
•Ensure appropriate OLAs/SLAs are in place to support all IT service and analyze and review actual service performance against those SLAs and OLAs
•Provide regular reports on service performance and results to IT senior leadership
•Review Severity 1 & 2 incidents to ensure problem records are correctly opened and proper ownership established
•Drive problem investigations for severity 1&2 problems
•Ensure incident and problem management process is correctly followed
•Communicate status of existing problem records based on communication
•Conduct monthly reviews of measurements to ensure all service level targets are met
•Oversee the performance and compliance of all problem records
•Provide staff development and leadership for an IT Service Management team responsible for incident, problem, change and knowledge management
•Responsible for managing assigned staff. Responsible for hiring, training, and developing associates. Manages performance through performance planning, coaching, appraisal and disciplinary efforts. Communicates company and departmental policies to associates. Communicates and administers/enforces company safety practices and procedures.
The successful candidates should have an in-depth knowledge of:
•ITSM process design and implementation using the ITIL framework (ITIL V3, or newer)
•HP Service Manager (SM9 preferably)
•IT infrastructure/operations to include networks/telecommunications, all hardware platforms, end user technologies and application development
•Change or Release Management, and at least two of the following areas: Incident Management, Problem Management, and Knowledge Management
•Help desk processes
•Data analytics skills used for trending process
Skills & Abilities
•Ability to drive process improvements and system enhancement pertaining to the problem management process
•Experience in leading problem Investigation across the Enterprise and driving efforts to identify and recommend major and significant changes for purposes of incident avoidance.
•Ability to influence and drive alignment across Problem Managers and Production Support Organizations to ensure effective root cause analysis and recommended solutions
•Excellent organizational, communication, interpersonal and process skills
•Strong work ethic and commitment to professional continuous development
•Bachelor's Degree in Management Information Systems, Computer Science, Engineering or equivalent field of study
•PMP and ITIL V3 certification a plus
•5+ years of experience in leading ITSM process design and implementation using the ITIL framework and HP Service Manager
•3+ years of experience in Change or Release Management, and at least two of the following: Incident Management, Problem Management, and Knowledge Management.
•3 + years of experience managing direct reports
•7+ years working experience in IT infrastructure/operations with a strong technical knowledge of networks/telecommunications, all hardware platforms, and application development
•Working knowledge of IT service management best practice framework (e.g., ITIL) and familiarity with ITIL V3 Strong Data analytics skills used for trending process
•Experience working with 3rd party suppliers and/or managing outsourced resources
Delhaize America is a subsidiary of Delhaize Group, a Belgian-based international food retailer committed to offering customers a...