Senior Manager - IT Service Management Incident Management

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Senior Manager - IT Service Management (
Incident Management
Reporting to the Director of Service Operations, the Incident Management Manager will provide team oversight and have primary responsibility for Incident Management.
Responsibilities include:
Creates, manages, and maintains IT Service Management (ITSM) Strategy, Policy, and Procedures.
Implements and maintains effective interfaces with other
IT Service Management
disciplines and other areas within IT and the business.
Works with Production and Performance departments to make necessary changes to the production environment to address incidents.
Monitors, assesses and identifies strategies to improve processes, services, systems and analysis.
Develops and maintains a competent and productive Incident Management department by coaching and counseling, performance appraisal and career development; providing educational growth opportunities (including on-the-job training); identify training needs and develop training plans.
Interacts with industry groups, trade associations and consultants for the purpose of exchanging information and staying abreast of technological changes and advancements pertinent to the ITSM discipline
Delivery of effective
Incident Management
support for IT services with the goals to minimize business and service impact to the firm.
Work within the
Service Management framework to prevent recurrences of issue
, improve team's knowledge base, and prevent problems caused by changes.
Partner with Application Development, Business Operations, and other stakeholders to provide proactive and business appropriate communication on status for incidents.
Establish metrics and measurements
demonstrating application's health, performance
, and goals.
Stay abreast of new and emerging technologies and processes.
Evolve and apply to continuously improve ITSM services.
Work closely with Vendor Relationship Managers to foster healthy supplier relationships, manage contracts, performance, usage monitoring and forecast, service levels and expectations
Develop opportunities for cross-team effectiveness and remove organizational barriers for strong teamwork, collaboration, and excellent service delivery
Qualifications
7-10 years' experience leading teams responsible Service Management, and Service Delivery for global mid to large sized corporations with geographically dispersed populations
Demonstrated strong Service Management knowledge in the areas Incident, Problem, and Change Management
5 yrs of Incident Management.
Experience with ITIL based Incident Management systems.
Experience in implementing quality guidelines, standards and procedures
ITIL or Service Management Certified
Must be able to effectively interact with executives across the organization.
Ability to manage multiple tasks along a parallel process.
ITIL V3 Expert Certified
Keywords:
Applications Service Management, IT Service Management (ITSM), ITSM Leader, ITSM Manager, Incident Management Manager
Please send your MS Word Resume to
****
Tiva Systems, Inc
111 W. St. John Street
San Jose, CA 95113
****
Alt. ****
Web: ****

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