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IT Service Management Lead (REMOTE)
Information Technology company
Information Technology company
Philadelphia, PA
W-2 onlyUS ResidentPermanent Position468 views
Philadelphia, PA
Permanent Position
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Your Recruiter

Seeking an IT Service Management Lead for a 100% Remote position at a rapidly growing organization.

This position has overall responsibility for ITSM processes, strategy, compliance, and day to day execution. This function serves as part of an ITSM team that works in close partnership with IT Service Delivery staff to drive operational excellence, and continual process improvement. The ITSM Manager actively engages with internal IT and service provider teams in North America, EMEA, and APAC to ensure that IT staff and ITSM tool sets are equipped for efficient, and effective execution, and delivery of expected business value. This position reports to the Global Head of Infrastructure and Operation.

What you'll get to do

  • Develop and execute the IT Service Management roadmap with a goal of striking the optimal balance between business value and flexibility
  • Partner with global IT leaders and partners to establish common operating and service management methods
  • Create and utilize analytics and insights through ITSM data to drive continuous improvement across all functions and regions
  • Oversee and manage critical incident response and day to day ITSM processes
  • Oversee and manage ITSM partner services and value realization
  • Review ITSM related contracts, services, and SLAs
  • Educate and act as an advocate for ITSM practices
  • Participate in audits and compliance
  • Develop and communicate infrastructure strategy, budget, metrics, business cases, ROI analysis, and other related supporting materials

Skills and experience we value

  • Bachelor’s degree in Computer Science
  • 3+ years in an ITSM leadership role in a regional or global organization
  • ITIL v4 practical experience and certification
  • Practical experience of service management value points vs. academic structure
  • Demonstrated success in partnering with IT management and team members to deploy ITSM in an iterative manner over time
  • Experience working in a variety of enterprise ITSM tools and utilizing strong analytical skills
  • Strong leadership skills and people management experience
  • Ability to manage multiple concurrent projects and summarize status to senior executive level
  • Creative and strategic thinking — and the agility necessary to master both the daily hands-on analysis and the big picture strategy
  • Self-starter who sets aggressive goals and is driven to succeed both personally and professionally; focused on productivity; deeply committed to quality and integrity
  • Adapt and work effectively with a variety of situations and groups
  • Manages work well, establishes timelines and clear priorities
  • Proactive and takes initiative and ownership
  • Excellent written and oral communication
  • Exceptional interpersonal skills

Benefits and location

  • Eligible for variable compensation plan based on performance and company goals
  • Paid vacation, sick days, and holidays
  • Medical, dental, and vision insurance
  • 401(k) retirement plan
  • Voluntary life insurance
  • Flexible Work Program (work from home and hybrid options)
  • Many more ancillary benefits
  • Periodic travel of less than 20%

Skill Proficiency Years Experience Percent Used
Project Management
Process Improvement
Service Delivery
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