Itsm Process Manager

This position may be located in Europe or the United States.

• Candidates located in EU, please apply to job# 240619

About the Role: We are looking for an IT Service Management Process Manager to oversee and improve the design, quality, and efficiency of our IT service delivery. As a member of the Medical IT Service Management Office, you will be responsible for designing, implementing, and monitoring IT service management processes such as incident management, problem management, change management, configuration management, service level management, and catalog management. You will also collaborate with other IT teams and stakeholders to ensure alignment and integration of IT service management processes across the organization.

This position offers multiple work arrangements: on-site at a US East facility (Elkton, Maryland or Newark, Delaware) or US West facility (Flagstaff or Phoenix, Arizona), hybrid, or fully remote work allowed in most locations within the United States, depending upon the responsibilities of the role and business needs.

Responsibilities:

• Ensure the ITSM processes are managed effectively, minimizing the impact to business services

• Establish and track key performance indicators and metrics for IT service management processes

• Analyze and report on IT service management process performance and identify areas for improvement

• Implement and enforce IT service management process standards and best practices

• Provide training and guidance to IT staff and stakeholders on IT service management processes

• Facilitate and coordinate IT service management process activities and workflows

• Manage and resolve IT service management process issues and escalations

• Conduct audits and reviews of IT service management processes and ensure compliance with policies and regulations

• Continuously evaluate and optimize IT service management processes to meet changing business needs and customer expectations

Required Qualifications:

• Minimum of 5 years of experience in IT service management or IT operations supporting the design, creation, improvement, and governance of IT processes

• Proven experience in IT service management frameworks and methodologies such as ITIL, COBIT, or ISO/IEC 20000/9001

• Knowledge of Service Level Agreement (SLA), Service Level Objectives (SLO) development and assessing performance measurements against services

• Demonstrated experience making good judgment calls and making decisions balancing business need and compliance

• Demonstrated ability to translate strategy into priorities/goals, drive performance and engagement

• Ability to work independently and collaboratively with cross-functional teams

• Strong analytical, problem-solving, and decision-making skillsf

• Customer-focused and service-oriented mindset

• Excellent communication, presentation, and interpersonal skills

• Ability to travel 5%

Desired Qualifications:

• ITIL v3 or 4 Foundations certified

• Experience in an Information Technology role supporting a regulated industry

• Experience working with ServiceNow, specifically IT Service Management Processes

Remote Working Arrangements are permitted for Associates in the continental United States (US) and Canada, with appropriate approval and compliance with Gore's remote working policies, from the country in which they are employed. For fully remote roles, the following locations are not eligible for new fully remote work arrangements: Alaska and Hawaii (for all roles), and Rhode Island (for wage/hourly roles only).

What We Offer: Our success is based on the capability and creativity of our Associates, and we are proud to offer a comprehensive and competitive total rewards program that supports your everyday and helps you build your tomorrow.

We provide benefits that offer choice and flexibility and promote overall well-being. And in keeping with our belief that every Associate should share in the collective success of the enterprise; we provide a distinctive Associate Stock Ownership Plan in each country as well as potential opportunities for "profit-sharing". Learn more at gore.com/careers/benefits

We believe in the strength of a diverse and inclusive workplace. With diverse perspectives, ideas and experiences, we uncover new possibilities and make a greater impact in the world. We are proud of Associates for building on our rich history of innovation, upholding our values and supporting an inclusive work environment where we treat each other and our external partners with fairness, dignity and respect.

Gore is an equal opportunity employer. We welcome all applications irrespective of race, color, religion, sex, gender, national origin, ancestry, age, status as a qualified individual with a disability, genetic information, pregnancy status, medical condition, marital status, sexual orientation, status as a covered veteran, gender identity and expression, and any other characteristic protected by applicable laws and regulations.

Gore is committed to a drug-free workplace. All employment is contingent upon successful completion of drug and background screening. Gore will consider qualified applicants with criminal histories, e.g., arrest and conviction records, in a manner consistent with the requirements of applicable laws.

Gore requires all applicants to be eligible to work within the U.S. Gore generally will not sponsor visas unless otherwise noted on the position description.

Our Talent Acquisition Team welcomes your questions at gore.com/careers/contac

Additional Information

• Travel%: 5%

• Shift: Day Job

• Schedule: Full-time