Manager, IT Service Management

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Job Summary

The Bread Financial ITSM Operations team focuses on deploy, release management, and Change Enablement ITIL practices. The Manager, IT Service Management (ITSM) works in a matrixed environment and collaborates with their peer leaders to run daily operations in the organization while executing the strategic vision, and will lead the ITIL practice area associates within our India office. This role partners with the peer leaders in each CoE in establishing and maintaining the appropriate planning, process, and oversight to ensure organization and client KPIs are met or exceeded. Additionally, this role is responsible for managing the release, deploy, and change processes enterprise-wide during India business hours and ensures seamless implementation of changes and system releases. The responsibilities of an ITSM Manager are multifaceted, encompassing a wide range of tasks aimed at keeping the Technology function efficient and resilient while focused on continual improvement.

Essential Job Functions

• Collaborate with CoE leaders in the development of performance goals and operational plans. Set strategic goals for operational efficiency and increased productivity for India based associates. - (20%)
• Demonstrate understanding of release and change enablement practices and principles, techniques and tools, with a continuous improvement mindset and approach. Drives RM/CE processes during India business hours. - (20%)
• Oversee assigned ITIL practice area operations in India and evaluate them according to established goals. - (20%)
• Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration. - (10%)
• Plan, monitor, and analyze key metrics for daily operations to ensure efficient and timely completion of tasks and report those findings to the CoE leader. - (10%)
• Be the Subject Matter Expert in assigned ITIL practice areas for in country technology associates. - (10%)
• Provide oversight to the suppliers/providers use of and approach to RM/CE, per contractual obligations and report findings to the CoE leader. - (5%)
• Manage a team of IT professionals, providing guidance, training, and performance evaluations to foster a productive work environment. - (5%)

Minimum Qualifications

• Bachelor s Degree Computer Science, Information Technology or related field of study or equivalent, relevant work experience
• 10+ years in Release Management and/or Change Enablement or similar role in Technology industry.
• 3+ years direct leadership experience.

Preferred Qualifications

• ITIL v4 Foundations, CISA, CISM, Agile or Certified Information Systems Security Professional (CISSP)
• ITIL v4 intermediate certificate

Skills

• People Leadership
• Technical Leadership
• IT Service Management (ITSM)
• Information Technology Infrastructure Library (ITIL)
• Information Technology Infrastructure Service Management (ISM)
• Release Management
• Change Management
• IT Infrastructure Management

Reports To: Director and above

Direct Reports: 6 - 10

Work Environment

• Normal office environment, hybrid.

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

• All job offers are contingent upon successful completion of credit and background checks.

• Bread Financial is an Equal Opportunity Employer.

Job Family:

Information Technology

Job Type:

Regular