Service Manager Lead - ITIL

Qualifications:

Bachelor's degree in computer science, Information Technology, or a related field.
ITIL v4 certification, required
Minimum 5 years of experience in IT, IT service management or a similar role.
Proficiency in IT Service management software (Service Now)
Proficiency in a software to do Data Analytics (ex. Power BI)
SAFe Agilist certification and Veeva Vault preferred

Skills:

Demonstrated understanding and application of ITIL v4 framework
Strong leadership, decision-making and analytic skills.
Excellent communication and interpersonal skills.
Ability to manage multiple tasks and projects simultaneously.
Proactive, assertive, strategic, self-motivated, autonomous, organized and detail oriented.
Ability to lead and manage people.

Responsibilities:

Be the service management expert partnering with key stakeholders, i.e., sponsors, customers, users, architects to develop and implement IT service management strategies, services, and processes in accordance with quality, compliance and security standards.
Plan, prepare and organize service capabilities for new development activities, projects, releases, new applications.
Act as a single point of contact for all IT-related issues and escalations within area. Own communication and engagement models with stakeholder teams.
Ensure the IT service team adheres to ITIL practices and LQPs, and SOPs , i.e., incident, problem, and change. Serve as Incident and Problem manager
Ensure standardization of local ITIL processes via creation and promotion of templates for standard services, i.e., Incidents, communication
Own IT service catalogue ensuring it represents all services and that customers know offerings and where/how to request services
Maintain continual service improvement capability.