IT Service Management Senior Manager

Bachelor's Degree in Information Technology, Computer Science, or a related field.

Required Experience:

5+ years of combined IT industry experience in service management. Experience with the application of ITIL lifecycle best practices to change, incident, and problem management process development and service design. Proven experience in implementing and managing ITIL-based processes and frameworks. Strong technical background with experience in IT infrastructure, networking, and systems administration.

Preferred Experience:

Experience with IT service management in a higher education IT environment. Familiarity with business analyst and project management methodologies and processes, preferably in an IT and/or higher education environment. Experience presenting for medium to large groups, for both technical and non-technical audiences, and for all levels up to and including senior management.

Demonstrated ability to develop service and operational level agreements. Excellent verbal and written communication skills; ability to convey information in a clear and concise manner. Demonstrated fluency in using ServiceNow for service catalog, CMDB, change, incident, problem, knowledge management, and/or metrics reporting. Excellent leadership and team management skills. Strong analytical and problem-solving abilities. Proficiency in ITSM tools and software (e.g., ServiceNow). Ability to work in a fast-paced, multinational, dynamic environment and handle multiple priorities.Exceptional verbal and written communication skills and interpersonal skills.

Intermediate-level ITIL training in one or more of the following ITIL Lifecycle modules: Service Operations, Service Transition, Service Design, Continual Service Improvement, and Service Strategy. Or alternatively, additional ITIL 4 practitioner/specialist tracks.