IT Service Management Manager

POSITION SUMMARY

The IT service manager communicates and implements standard ITSM processes including incident, change, and problem management. S/he brings ITIL principles, theories, and concepts related to requirements, data, usability, and process analysis for incident and change management, CMDB, asset, software licensing, and contract management.

This position requires a strong understanding of cybersecurity principles, risk management, and compliance frameworks.

You will play a critical role in evaluating and mitigating cybersecurity engineering risks, ensuring adherence to legal requirements, regulations, and industry standards, and supporting a regulated manufacturing and health field environment.

Position based in Draper, Utah with eligibility for a hybrid work schedule.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Solid understanding ITSM principles, promoting ITIL best practice across the full life cycle of services.
• Collaborate with internal teams, including IT, legal, HR, supply chain, governance and compliance, to define and implement appropriate controls and safeguards towards service management services.
• Manage and report incidents, change, and problem service levels for both internal and external teams.
• Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations.
• Manage Change Advisory Board (CAB) and Release Management Processes.
• Conduct periodic assessments and reviews of the entire Service Level Management (SLM) process.
• Ensure request, incident, problem, and change records are accurate and complete, from creation to closure.
• Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers.
• A significant responsibility for this new role will be to assist the Service Innovation in transitioning projects into production services, using a standard design and transition process.
• Holder will take the lead in maintaining, publicizing, and promoting the IT Services problem management policy and process. They will ensure effective management and coordination of root cause analysis activities for problem resolution.
• Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken.
• Coordinate planned change management for Enterprise Applications, M365 on Windows and Mac environments, Network and Security Operations and log results to peruse continuous improvement.
• Proficient in ITSM tool administration and management system, Jira preferred. Manage Engine or ServiceNow experience accepted.
• Contribute to ITSM Knowledge Base.
• Full vendor management for help desk and service management engagements, development teams, IT operations support, SOC and others as required.
• Produce and track metrics within ITSM parameters and defined SLAs an SLOs.
• Assist in Systems Certification processes for the ISO, SOC, PCI and FDA frameworks, including preparing requested proof of documentation, coordinating with stakeholders.
• Participant in risk assessments.
• Participate in all related processes and tracking for Business Continuity Processes and Recovery.
• Documentation and Reporting: prepare and maintain comprehensive documentation, including information and service management plans, service agreement reports, system operational service agreements, and compliance reports.
• Collaboration and Communication: collaborate with cross-functional teams, system engineers, architects, IT personnel, and external stakeholders to address cybersecurity concerns, provide guidance on security controls, and facilitate effective communication.
• Industry Trends and Best Practices: stay up to date with the latest IT service management trends.
• Support IT Leadership with assessment and authorization requirements and drafting/updating related documentation.

PREFERRED EXPERIENCE

• Have demonstrable experience and aptitude in working in a matrix organization where effective and robust negotiating skills are used successfully while maintaining good working relationships with members of that organization.
• Sufficient technical background to understand the different architectures of the core systems, and to understand the impact of new technologies.
• Experience of using ITIL processes, current ITIL certification preferred.
• ITIL certified and a willingness to achieve formal ITIL certifications.
• Careful attention to detail and an ability to demonstrate an understanding of the need for standards in IT.
• The ability to plan, prioritize and organize work to meet tight deadlines.
• Experience of using project plans.
• Ability to work & collaborate effectively within a team environment.
• Motivated to learn new technologies and produce process improvements and efficiencies.
• Sense of urgency and able to prioritize work.
• Ability to adopt change while continuing to deliver on assigned objectives.
• Excellent communication skills to communicate complex quantitative analysis in a clear, precise, and actionable manner.
• Collaborate with cross-functional teams to integrate security controls into the development and implementation of new systems, applications, and processes.

QUALIFICATIONS

• Bachelor's degree in related engineering, computer science, or a related field.
• 10 years in cybersecurity, compliance, and risk management, with a focus on system certification and accreditation.
• Strong knowledge of ITIL and Service Management frameworks.
• Familiarity with related industry processes, policies, and ITIL/ITSM guidelines.
• Experience with conducting CAB, risk analysis, and IT release management.
• Familiarity with security controls, technologies, and best practices, including cyber security, access management, data protection, as well as incident management and response.
• Experience conducting compliance assessments, audits, and risk assessments.
• Solid understanding of network security principles, End point Security, secure system configurations, encryption technologies, and assurance of industrial networks
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Up-to-date knowledge of emerging security trends, threats, and technologies.