IT Service Manager

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

Job Summary

The ITSM Manager has a solid technical background in multiple engineering disciplines. This position will interface closely with a team of engineers across a broad range of technical areas, departments, and business segments that provide managed services to internal global customers.

The ideal candidate will have a broad breadth across several operational technologies, disciplines, and expertise in utilizing advanced ITOM, ITAM, and CMDB technologies, boosting accuracy and completeness, rectifying discrepancies, and ensuring compliance with defined standards. Manage integrations between IT operational platforms to automate the flow of information and maintain up-to-date data. Collaborate with engineering teams to refine and enhance inventory-related processes, such as change management, incident management, and asset management. The incumbent operates independently on complex assignments involving the analysis of both business and data requirements and the analysis of the individual technical implementations to maximize benefit to the business.

This role requires experience in managing ServiceNow, Dynatrace, SolarWinds, Power Automate, RPA technologies, and Cloud platforms; Azure and AWS. As a technical senior leader, you will mentor system engineers to review existing and implement new solutions to meet business objectives. The incumbent will act as an internal team escalation point for systems requests and issues. Travel up to 15%, may be required based on project needs.

Responsibilities

• Formulate and execute a comprehensive strategy encompassing IT foundational, operations, improvements, and experience modules within an ITSM framework. Create a seamless, integrated technology approach that supports all aspects of our IT infrastructure services.

• Lead the problem management process, focusing on identifying root causes, developing preventive measures to avoid recurrence, and resolving issues efficiently.

• Drive continuous improvement by leveraging technologies to identify areas for enhancement, streamline processes, and implement best practices that elevate the quality of IT services and support.

• Spearhead the adoption and integration of cutting-edge technologies within IT Operations to boost operational efficiency and ensure our IT infrastructure is robust and scalable.

• Develop and lead a high-performing IT team capable of executing the ITSM strategy effectively. Mentoring team members, fostering a culture of continuous learning and improvement, and ensuring that the team has the skills and tools necessary to deliver exceptional IT services.

• Fostering a culture of innovation and collaboration where innovation is welcomed and collaboration is paramount. Promoting cross-functional teamwork and ensuring ITSM processes are continuously refined and aligned with organizational goals.

• Good knowledge of ITSM tools: NewRelic, DataDog, Pingdom, AppDynamics, etc.

Facilitate blameless Incident Retrospectives to understand root causes, communicate learnings, determine remediation, and make continuous enhancements to monitoring.

Education and Experience

• Ability to participate in a rapid response culture where you operate in a 24/7/365 on-call rotation.

• Strong diplomatic and consensus-building skills.

• Knowledge in at least one, preferably several, scripting languages (PowerShell, Bash, Perl).

• 8+ years of related enterprise IT experience with 3+ years of IT management experience configuring, deploying, and maintaining large operational environments, supporting the following:

• Lead IT projects from conception to implementation, using methodologies like Agile.

• Proven track record in leading and developing IT teams, ability to motivate and influence behaviors outside of your direct reports.

• Competence in managing organizational change related to IT Operation platforms implementations and upgrades.

• Deep understanding of IT Service Management software such as ServiceNow, SolarWinds, OpsGenie, Jira, or similar platforms.

• Strong ability to make decisions in a fast-paced, deadline-driven, rapidly changing environment.

• Overcome internal barriers and negotiate resource constraints to produce successful initiatives.

• Establish credibility, influence, and effective working relationships with peers and stakeholders.

• Interact and partner at all levels across the organization.

• Be both strategic and tactical in day-to-day interactions.

• Required knowledge and skills would typically be acquired through a Bachelor's Degree in computer science or related field (or equivalent in experience).

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn't the right fit but you're interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch's Talent Acquisition team.