ITSM Enterprise Manager/ Engineer

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Written by AI from the job title and company, not by Odyssey Information Services, so some details may not match this job. The employer's own page has the real description.

Job Overview

Odyssey Information Services is seeking a highly skilled ITSM Enterprise Manager/Engineer to enhance our IT Service Management framework. The ideal candidate will oversee the design, implementation, and continuous improvement of IT service management processes while ensuring alignment with business objectives. This role involves collaboration with cross-functional teams to improve service delivery, manage incident resolution, and optimize operations through effective resource allocation and strategic planning.

Job Responsibilities

• Lead the development, implementation, and ongoing management of ITSM processes, including Incident, Problem, Change, and Service Request Management.
• Collaborate with stakeholders to define service management policies and procedures that align with industry best practices.
• Monitor service performance metrics, analyze data, and implement improvements to ensure optimal service delivery.
• Facilitate incident and problem resolution processes to minimize service disruptions and enhance user experience.
• Provide training and support to IT teams on ITSM tools and processes to ensure adherence and continuous improvement.
• Perform regular audits of ITSM processes and produce reports to management to ensure compliance and identify areas for enhancement.
• Drive culture change within the organization regarding IT service management, promoting awareness and understanding among employees.
• Stay current with industry trends and emerging technologies to inform ITSM strategy and initiatives.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field; Master's degree preferred.
• Minimum of 5 years of experience in ITService Management with a focus on enterprise-level environments.
• Strong knowledge of ITIL framework and certifications (e.g., ITIL v3 or ITIL 4 Certification) are essential.
• Proficient in using ITSM tools such as ServiceNow, BMC Remedy, or similar software.
• Experience in leading cross-functional teams and managing complex projects.
• Excellent analytical, problem-solving, and organizational skills.
• Strong communication and interpersonal skills to effectively engage with stakeholders at all levels.

Technologies & Tools

The ITSM Enterprise Manager/Engineer will be expected to work with various technologies and tools, including but not limited to ServiceNow for IT service management, Jira for project tracking, and various monitoring tools like Splunk or Nagios. Familiarity with cloud services such as AWS or Azure will be advantageous, as will knowledge of automation and orchestration tools to streamline IT operations.

Ideal Candidates

The ideal candidates for the ITSM Enterprise Manager/Engineer position should exhibit a strong professional demeanor and a proactive approach to problem-solving. They should possess the ability to drive organizational change and foster a culture of continuous service improvement. Adaptability to changing environments and the capacity for strategic thinking are crucial, as is a customer-focused mindset that prioritizes end-user satisfaction. Strong leadership qualities will enable them to inspire and motivate teams toward achieving business goals effectively.