This position reportsto the VP Service Management and Delivery. This individual will lead the Software,Asset, Configuration Management, and Service catalog function. In addition, they will fulfill the role of aCritical Incident Manager as needed. This Leader will drive the implementation of ITasset management and Service Catalog processes, as well as the development anddocumentation of department operating procedures related to major incidents. Thisrole will be accountable to improve overall performance around managing,tracking and reporting of service requests and asset management to ensure theyare properly delivered and fulfilled. This role will be critical to drive end user satisfaction measurementfor IT Services.
Bachelor's degree in Computer Science, Business Administration or equivalent
Minimum seven years' professional experience in an IT environment with at least three years of leadership experience in an enterprise environment
Computer Operations leadership experience
Knowledge and experience building Service Request and Service Catalog Management functions
Knowledge and experience building IT Asset and Configuration Management functions
Knowledge of incident management and help desk operations
Knowledge of change management principles and practices
Knowledge of relationship management
Familiarity with job scheduling tools
Strong Financial experience for IT Service Costs, 'Bill of IT'
Advanced proficiency in MS Office
Ability to read and understand contracts and negotiate compensation and contracts
Ability to coordinate diverse groups of people outside of direct command
Negotiation skills within organization and with service providers or other outside entities
Strong customer focus and mindset
Ability to influence and drive change
Strong oral and written communication skills
ITIL or similar certification a plus
Knowledge of the ServiceNow platform highly desired
JOB DUTIES (including but not limited to):
Guide the organization's pursuit for IT process improvement through the ITIL framework.
Drive continuous improvement initiatives to close gaps and increase ATN's process maturity across the ITIL life cycle processes, including, but not limited to, service request, service catalogue, asset management, configuration, and deployment management.
Track and report service request, drive service request timely fulfillment, and escalate open issues.
Review root cause, ensure proper countermeasures are enabled. Track to ensure identified countermeasures are implemented.
Promote and lead process improvements to ATN's Service Request, Service Catalogue and Asset Management process.
Align areas of responsibility with corporate strategy and objectives to promote efficiency and optimize productivity.