The Chemours Company · 2 hours ago
IT Service Delivery Lead
US - Remote
Full-time
Remote
Mid, Senior Level
$93K/yr - $146K/yr
5+ years exp
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Responsibilities
Establishes team KPIs that are aligned with leadership goals and deliver continuous improvement
Leads projects that deliver improved capabilities to support our internal customers (employees and contractors).
Defines ITSM roadmap that facilitates ITIL best practices.
Establish a close working relationship with the Software Engineering Lead to facilitate the execution of the ITSM roadmap.
Manages ESM project repository and tracking system.
Represents the ITSM team in the PMO project intake process including orchestrating ITSM work needed to facilitate smooth introduction of new applications/processes/systems.
Integrate with the ITSM team to transition from our current ITSM platform to an advanced suite of products.
Serve as the Application Owner of the ESM toolset (e.g., Incident Management, Request Management, Ticketing, Change Control, Knowledge Management, IVR).
Create and update service catalog that is aligned with our business and function needs.
Bring in ideas to continuously improve and automate various ITSM tasks such as Reporting, Incident Management, Problem Management, Change Management, Release Management, CMDB, etc. to reduce manual work and human error.
Drive standardization, simplification, and integrations where possible across the different systems.
Serve as primary vendor contact for ESM Applications. Manage contract renewals and own relationships that facilitate adherence to SLAs or performance expectations.
Establish a strong customer advocacy program that uses customer feedback to drive continuous improvement that is tracked and reported on in near real-time.
Support and administer governance process for new requests and changes to the ITSM Platform.
Manage governance for ESM policy, processes, and technology that meets or exceeds Internal/External audit compliance requirements.
Lead program to develop and document pertinent policies and SOPS as required.
Qualification
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Required
Bachelor’s degree in computer science, Or High School Diploma with 5-7 years of proven work-related experience
2 to 3 years' experience working in a customer service role
2 to 3 years' of experience with Enterprise ITSM Tools
In-depth understanding of ITIL v4.0 processes and Framework
Strong Written and Verbal Communication & Presentation Skills
Good Working knowledge of Office 365 Productivity Suite
Preferred
ITIL Certified
Must be able to collaborate and work well with a global workforce
Ability to deal with ambiguity
Self-Starter and Good Organizational Skills
An effective team member
Benefits
Competitive Compensation
Comprehensive Benefits Packages
401(k) Match
Employee Stock Purchase Program
Tuition Reimbursement
Commuter Benefits
Learning and Development Opportunities
Strong Inclusion and Diversity Initiatives
Company-paid Volunteer Days
Company
The Chemours Company
The Chemours Company, commonly referred to as Chemours, is an American chemical company
5,001-10,000 employees
Funding
Current Stage
Public CompanyTotal Funding
$60MKey Investors
US Department of Energy
2024-03-20Grant· $60M
2015-07-01IPO· nyse:CC
Leadership Team
Denise Dignam
President and Chief Executive Officer
Shane Hostetter
Chief Financial Officer
Recent News
2024-06-05
Company data provided by crunchbase
