Manager Itsm

hace 3 semanas

Heredia, Costa Rica Manpowergroup CCA A tiempo completo

Essential Responsibilities (The primary job duties this position is responsible for achieving are listed in order of importance.)

Manage designated units by translating business plans into tactical action items; communicate goals and objectives; ensure all policies and procedures are followed; oversee the completion of work assignments; assume responsibility for decision making; align team efforts; build accountability for and measure progress in achieving results; incorporate resources, costs, and forecasts into unit plans; remove obstacles that impact performance; guide performance and develop contingency plans accordingly; partner with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies; and influence units to operate in alignment with business objectives.
Pursue professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hire, train, and develop talent for growth opportunities ; delegate tasks and decisions; foster open dialogue amongst departments; strategically evaluate talent for succession planning; set performance management guidelines and expectations across units; and work closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
Lead the development, implementation and maintenance of assigned ITSM process and/or service portfolio by guiding and influencing leadership in the development of the ITSM strategy.
Partner with leadership to help define goals, objectives, deliverables, and guardrails within the governance framework to ensure the development and implementation of efficient, effective, measurable, and sustainable processes and/or services.
Manage the execution of team workplans to drive cohesive integration of associated IT process and/or service roadmaps.
Manage and take accountability for the negotiation and final execution of statements of work (SOWs) with service providers related to the development, implementation, and maintenance of ITSM processes, services, and/or tools. Manage team members in the development and implementation of performance metrics and measurement tools.
Manage team members in the execution of ITSM and Recovery Management process and/or service improvement efforts.
Manage team members in the identification of gaps or deficiencies in new and existing processes, services, and service portfolios.
Manage team members in the development, documentation, maintenance, and auditing of ITSM processes and procedures.
Deliver briefings to management on the status and progress of process and/or service improvement initiatives and third-party tools for implementation.
Collaborate with service and process managers to ensure consistency and standardization across processes and/or services throughout the organization.
Manage team members in the development, monitoring, and/or reporting of process and /or service performance metrics.
Ensure adherence of process/service execution with regulatory and internal compliance controls to minimize company risk.
Ensure all performance deviations are identified, investigated, and handled properly. Advocates and drives compliance with ITSM policies and procedures across the enterprise.
Manage team members in the development and delivery of user training and reference materials.
Ensure compliance of release notes, training materials, and documentation within appropriate repositories.

**Requisitos**:
Job Qualifications

**Basic Qualifications**:
Bachelor's Degree in CIS, Business Administration, or related field
Minimum Eight (8) years IT or related business experience, including Minimum two (2) years experience leading the implementation or support of large scale ITSM processes or services.
Four (4) years of work experience in a role requiring interaction with executive leadership (e.g., Vice President level and above)
Five (5) years experience in the development and delivery of IT process/service metrics and reporting.
Minimum four (4) years in a leadership role working with process or service teams.

**Additional Requirements**:
Demonstrated proficiency in the development and implementation of ServiceNow Incident Management solution with strong operational demonstrated proficiency

Preferred Qualifications (For each role - a defined number of the following preferred qualifications may apply: years of job experience, education or degree, license, certification, registration or designation, knowledge, skills and abilities).
Three (3) years of work experience in a role requiring interaction with executive leadership (e.g., Vice President level and above)
Four (4) years experience in a leadership role of a large matrixed organization.
Four (4) years experience in the management and integration of ITSM software and tools. Three (3) years experience working within an IT Infrastruct

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