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Company

MRO · 4 hours ago

Manager, IT Service Management

United States

Full-time

Remote

Senior Level

5+ years exp

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H1B Sponsor Likely

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Responsibilities

Develop and implement the service management strategy, ensuring alignment with the overall IT and business strategy.

Design, implement, and manage ITSM processes (Incident Management, Problem Management, Change Management, Root Cause Analysis, Service Request Management, etc.) in accordance with ITIL best practices.

Monitor and measure the effectiveness of ITSM processes, identifying areas for improvement and implementing necessary changes.

Oversee the day-to-day operations of the Service Excellence team, ensuring timely and effective service delivery.

Lead the Incident Management process, ensuring quick resolution of incidents and minimization of business impact.

Manage the Problem Management process, conducting root cause analysis and implementing permanent solutions to recurring issues.

Oversee the Change Management process, ensuring changes are assessed, approved, and implemented with minimal risk to the organization.

Lead, mentor, and develop a team of IT professionals, fostering a culture of continuous improvement and excellence.

Set performance goals, provide regular feedback, and conduct performance evaluations.

Facilitate training and development programs to ensure the team’s skills remain current with industry standards and best practices.

Collaborate with IT and business stakeholders to understand service requirements and expectations.

Communicate effectively with stakeholders at all levels, providing regular updates on activities, performance metrics, and improvement initiatives.

Act as the primary point of contact for ITSM-related queries and escalations.

Drive continuous improvement initiatives within the service excellence framework, leveraging industry trends and emerging technologies.

Implement automation and optimization strategies to improve service delivery efficiency and reduce manual effort.

Conduct regular reviews of service processes, identifying gaps and implementing corrective actions.

Ensure service excellence processes comply with relevant industry standards, regulations, and internal policies.

Prepare and present regular reports on ITSM performance, including KPIs, SLAs, and improvement initiatives.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ITIL certificationIT Service ManagementStakeholder managementITSM toolsAgile methodologiesDevOps methodologies

Required

Bachelor’s degree in Computer Science, Information Technology, a related field, or comparable experience.

Minimum of 5-7 years of experience in IT Service Management, with at least 3 years in a managerial or leadership role.

ITIL certification (Foundation required).

Proven experience in designing and implementing ITSM frameworks and processes for a medium to large organization.

Strong leadership and team management skills, with a track record of leading high-performing teams.

Excellent communication and stakeholder management skills.

Analytical mindset with the ability to solve complex problems and make data-driven decisions.

Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.

Working Knowledge of Agile and DevOps methodologies.

Preferred

Advanced degree.

ITIL Intermediate or Expert level certification.

Company

MRO

Mro is a leader in disclosure management and health information exchange.

Founded in 2002

King Of Prussia, Pennsylvania, USA

1001-5000 employees

http://www.mrocorp.com/

H1B Sponsorship

MRO has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (1)

2022 (3)

2021 (3)