IT Service Manager - Critical Incident Manager

Unum Group Chattanooga , TN 37402

Posted 2 months ago

Job Posting End Date: 11/01

Our Fortune 500 company is driving a digital transformation and looking for forward-thinking innovators to disrupt how our industry thinks about and uses technology. As one of the world's leading employee benefits providers, we help millions of people gain affordable access to benefits that help them protect their families, their finances and their futures.

Are you an asker of questions, a solver of problems, and a challenger of the status quo? Our mission is to provide a differentiated customer experience and exceed the expectations people have of technology at any company not just insurers.

We are seeking individuals to join our team of talented IT professionals who share never-ending passion and an unwavering focus on our customer experience. Team members comfortable working in an agile, fast-paced, and delivery-focused environment thrive in our environment where we value an entrepreneurial spirit and those who challenge the status-quo.

Unum is changing, and we're excited about what's next. Join us.

General Summary:

The IT Service Manager II position is responsible for providing exceptional support to the Senior IT Service Manager or the IT Service Director while ensuring the service supplied by internal Unum Group IT functions and external 3rd party suppliers operates to the expectation of the published services.

The ITSM II is seen as being a strong technical subject matter expert within their area of responsibility which includes but is not limited to: Change, Incident, Release and Problem Management.

The ITSM II will also provide technical expertise to and will run medium projects. This position consults with other technical and business applications' personnel to acquire or provide technical direction.

The role will, in coordination with the Service Delivery Manager or Director, act as a liaison between some business areas and agreed IT functions for the successful delivery of service and change.

This position can plan, prioritize and work independently with little to no guidance. The ITSM II acts as a mentor and regularly provides guidance and training to less experience staff members.

Job Skills Required:

  • Bachelors degree, or equivalent relevant work experience

  • Has 4+ years of related work experience in the IT Field

  • ITIL qualified; Shows strong understanding of Agile/Lean leadership principles

  • Has strong and proven experience in running ITIL processes

  • Demonstrates excellent written and verbal communication skills at all levels of contact and in a wide variety of situations

  • Demonstrates strong administrative, reporting and organizational skills; Has strong project delivery skills

  • Demonstrates strong problem solving, collaboration, and conflict management skills

  • Uses technical background and understanding to interpret technical issues for the business and sustain credibility with IT

  • Able to manage sensitive, and sometimes confidential, information

  • Has service delivery experience when the service is constructed of multiple sub-services provided by multiple suppliers. e.g. Cloud (public, private, & hybrid)

  • Able to champion change and support service provide teams through change; Able to think critically, challenge conventional thinking

  • Has a passion for service improvement; Able to work under pressure and meet deadlines; Able to demonstrate a high degree of flexibility including shift and out of hours working

  • Able to demonstrate initiative to manage and prioritize and tasks and time efficiently and a proactive approach to daily tasks

Job Skills Preferred:

  • Bachelors degree

  • Has 6+ years of related work experience in the IT Field

  • ITIL certified preferred

  • Has strong and proven experience in running Critical Incident & Problem

Principal Duties and Responsibilities

  • In collaboration with the Service Delivery Manager or Director, works with projects, the business and internal/external IT service providers to define and understand Service Level Agreements (SLAs) and Operational Support models when new services are delivered or reviewed.

  • Coordinates closely with service providers for ongoing Operational Readiness when operational changes associated with services are required.

  • For agreed services, evaluates and reviews service performance and technical information provided by the service suppliers.

  • Has the skills and ability to assess service health and bring together relevant parties to resolve service impediments impacting service performance.

  • Develops excellent relationships with service suppliers and can influence behavior.

  • Provides meaningful reporting as agreed with the business to track service delivery and identify areas for improvement.

  • Identifies areas for improvement of capabilities.

  • Works closely with other enterprise service delivery areas; has responsibility for a number of processes in managing any priority incidents, including communication to the business, facilitating root cause analysis and resolution.

  • Ensures a cohesive, high quality service is seen by the business by working closely with other IT teams across the enterprise to ensure service.

  • Works with IT teams as required to plan and run small to medium projects.

  • Mentors and trains less experienced staff members.



Our company is built on helping individuals and families, and this starts with our employees. We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves. From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best both inside and outside the office.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.



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IT Service Manager - Critical Incident Manager

Unum Group