Job Description :
ITSM -IT Service Delivery Manger with ITIL Certification
Denver,CO
Duration: 6 month contract or CTH- Option to go Full time also
MUST Haves
MUST have ITIL certification
MUST have experience in process documentation, analysis and improvement
MUST have experience with operational and business metrics analysis
MUST have experience with process improvement and change management
MUST have experience ITSM policies and best practices
Required Skills
5+ years of ITSM work experience and process management.
Expert understanding and experience with ITIL framework and ITSM best practices.
Technical proficiencies in Office 365, MS Visio, ServiceNow, and Tableau.
Strong technical writing and process documentation skills.
Multi-tasking and organizational skills is a must.
Self-motivator that can work with little direction.
Proven ability to navigate the technology environment and work effectively with multiple groups.
Experience working in M&A / divestiture environments is preferred.
B.S. degree and/or ITIL certification is preferred.
NICE to have:
Experience with ITSM tools preferably ServiceNow, remedy or similar tools
Experience with Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management or other ITSM applications
Experience with Implementing multiple modules within ServiceNow including; Service Requests, Incident Management, Self-Service Support Portal, Change Management, and Knowledge Base.
Experience with Visio
Responsibilities
Key Ownership: Service Management, Incident Management, Problem Management, Change Management and Configuration Management
Tracking, Reporting and Management of the aforementioned key pillars, with a direct relation to improvement tied to people, process and/or technology.
Manage the overall performance and governance of the TSAs and Statements of Work.
Manage the day-to-day service delivery in accordance with requirements and SLAs.
Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
Install all Service Delivery processes and Service Level reporting mechanisms.
Experience reporting at engineering levels to leadership levels.
Support Operations teams in delivering continuous improvement and productivity/quality gains.
Flag and escalate business risks timely to IT Leadership.
Prepare and analyze cross-functional IT process documentation and process flows, perform gap analysis between as-is and to-be processes against desired or best practice, and make recommendations for standardization.
Develop standardized methods and procedures in accordance with ITIL/ITSM.
Partner with cross-functional teams to ensure IT processes are understood, adhered to, and improved.