ITSM Manager

Location: 3 days/week onsite in Atlanta, GA

Duration: 3-6 months contract to hire

Job Description:

Oxford client is seeking a contract to hire resource to fill their ITSM Manager role at their new facility in Atlanta. The IT Service Manager is accountable for strategy and oversight of all services and performance within the IT organization being responsible to lead the efforts to develop, document, and continually improve IT service management processes such as Incident Management, Problem Management, Change Management, and Configuration Management. Key responsibilities include development and delivery of ITIL training programs to ensure that IT staff and relevant stakeholders are well-versed in ITIL principles and practices. The role will drive a culture of continuous improvement, regularly reviewing and refining IT service management processes, and leverage key metrics, SLA s and reports to enhance IT efficiency and effectiveness.

Performance Profile:

-Develop and monitor key metrics to understand incident trends, as well as operational resilience and readiness for the strategic IT suppliers, TCS, Accenture, eInfochips and Skillcentrix.

-Develop and present business reviews on required cadences to executive leadership.

-Develop improvement opportunities to enhance the Change Management, Incident Management, and Release Management processes.

Experience requirements:

-5 years in ITSM leadership, focusing on implementing and managing ITIL best practices.

-7 years directly involved in ITSM processes (incident, problem, change, configuration management).

-Proficiency with ITSM tools and platforms.

-Successful implementation of ITIL process training.

-Management of global, multi-vendor IT projects.

Education/Certification Requirements:

-Bachelor's degree in Information Technology, Computer Science, or related field (preferred).

-ITIL and digital certification (Expert or Master preferred).

-Continuous Learning: Demonstrated commitment to staying updated on emerging trends and technologies in vendor management.

Must:

Local to ATL - able to be onsite Tuesday/Wednesday/Thursday

Plus:

Cloud exposure - they utilize both AWS and Azure