Job Summary
The Senior Manager of ITSM (Information Technology Service Management) leads the development and maturity of our ITSM practices. This role will focus on driving operational excellence and improving service management capabilities across the organization, with an emphasis on ITIL foundations and collaboration with the technology operations group. The ideal candidate will have deep expertise in asset management, incident management, and problem management, along with a proven ability to lead the adoption of ITSM best practices and frameworks.
Essential Duties and Responsibilities
1. ITSM Practice Leadership:
- Lead the implementation and continuous improvement of ITSM processes, including asset management, incident management, and problem management, based on ITIL best practices.
- Collaborate with the technology operations team to align ITSM practices with organizational goals and operational priorities.
- Develop and maintain ITSM roadmaps to enhance service delivery and operational efficiency.
2. Process Improvement and Maturity:
- Assess the current state of ITSM practices and identify opportunities for improvement and maturity.
- Establish metrics and KPIs to measure the effectiveness of ITSM processes and drive data-driven decision-making.
- Partner with stakeholders to design, document, and implement standardized workflows and procedures for ITSM processes.
3. Incident and Problem Management:
- Oversee the incident management process to ensure timely resolution of incidents and minimize business impact.
- Develop and implement problem management practices to identify root causes and prevent recurring issues.
- Facilitate post-incident reviews and ensure lessons learned are integrated into the organization’s practices.
4. Asset Management:
- Implement and manage a comprehensive asset management program, including inventory tracking, lifecycle management, and compliance.
- Ensure accurate and up-to-date asset records, integrating tools and systems for efficient asset management.
- Collaborate with procurement and finance teams to align asset management practices with budgetary and compliance requirements.
5. Collaboration and Stakeholder Engagement:
- Work closely with the technology operations group to ensure seamless integration of ITSM practices into day-to-day operations.
- Engage with cross-functional teams to promote awareness and adoption of ITSM best practices.
- Provide training and guidance to teams on ITSM principles, processes, and tools.
6. Governance and Compliance:
- Establish governance frameworks to monitor adherence to ITSM policies and standards.
- Ensure compliance with regulatory and organizational requirements related to IT service management.
7. Continuous Improvement:
- Stay informed of industry trends, emerging technologies, and ITSM advancements to continuously enhance the organization’s practices.
- Foster a culture of continuous improvement by identifying opportunities for innovation and efficiency gains in ITSM processes.
8. Other duties as assigned.
Supervisory Responsibility
This position manages employees and is responsible for the performance management and hiring of the employees.
Travel Requirements
Travel Requirements: Less than 25%
Education
Minimum/Preferred Education Description
Required: 4 Year / Bachelors Degree In Information Technology, Computer Science, or related field.
Experience
Minimum Years of Experience Description
7+ Years of experience in IT Service Management or related roles
3+ Years of experience in a leadership role
- Knowledge, Skills, and Abilities
- Proven expertise in implementing and maturing ITSM processes, including incident management, problem management, and asset management.
- Strong understanding of ITIL frameworks and best practices (ITIL certification preferred).
- Experience working closely with technology operations teams to drive ITSM improvements.
- In-depth knowledge of ITIL foundations and ITSM frameworks.
- Strong analytical and problem-solving skills, with the ability to identify trends and drive root cause analysis.
- Excellent leadership and collaboration skills, with the ability to influence cross-functional teams.
- Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy) and asset management platforms.
- Exceptional communication skills, with the ability to engage stakeholders at all levels of the organization.
- Working Conditions and Physical Requirements
- Ability to sit and/or stand at a desk and work with a computer for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components.
- Regular and predictable attendance required.
Company Summary
Our Mission…Harnessing the power of language, we connect diverse people and enrich the human experience.
Our Vision…To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.
As one of the world’s leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services.
Sorenson’s impact vision and plan extends to supporting employment opportunities for diverse employees, customers, and communities. As a minority-owned company, we are committed to expanding opportunities for underserved communities while promoting an inclusive workplace for our own employees.
Disclaimer
This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.
Apply today! www.sorenson.com/company/careers/
Equal Employment Opportunity:
Sorenson Communications is an EOE, Disability/Age Employer.
Qualifications
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)