10037 – Sr. Manager, IT Service Management

Sr. Manager, IT Service Management

Location – Fountain Valley, CA

We are seeking an experienced and highly motivated IT professional to oversee our IT Service Management practice. Relying upon ITIL best practices, the ideal candidate will lead a team responsible for delivering efficient and effective IT support to internal and external clients.

Essential Functions:

• Team Leadership & Management: Lead and manage the IT Service Management Team, providing guidance, support, and mentorship to ensure high levels of performance and professionalism. Develop and implement strategies, policies, and procedures that align with the company's objectives. Monitor team performance, setting goals and conducting regular evaluations to foster continuous improvement.
• Account Administration: Oversee the creation, management, and deactivation of user accounts across various systems and applications. Ensure compliance with company policies and industry regulations related to account security and access control. Collaborate with IT Security to implement and maintain role-based access controls (RBAC) and other security measures.
• Onboarding/Offboarding: Manage the IT onboarding and offboarding process for new employees, ensuring they receive the necessary tools, accounts, and access to perform their duties effectively. Ensures optimal coordination between HR, IT, and other departments to streamline the onboarding process and reduce time to productivity. Continuously evaluate and improve onboarding procedures to enhance the employee experience.
• Service Desk Operations: Oversee Service Desk performance according to key performance indicators (KPI). Ensures best practices are followed in incident management, problem management, and request fulfillment with continuous operations and process improvements. Facilitate communication between other service management areas and the user community.
• Change Control Administration: Manage the Change Access Board (CAB) to ensure proper grading (ranking), impact and duration of change submissions. Oversee internal and external change-related communications and broadcasts. Analyze performance reports (KPIs, SLAs, etc.) to objectively replicate successes and mitigate shortfalls. Own the master change freeze calendars for holidays, peak sales periods, month-end, quarter-end, and year-end periods. Lead discussions related to CAB performance with internal and external parties of all verticals. Maintain SOPs, DWIs, diagrams, and other crucial documentation for audit response and onboarding orientation purposes.
• Incident Management: Apply predefined grading matrix for unplanned incidents and drive the mobilization of internal and external SME talent to technical and management conference bridges. Ensure the summary status of incidents at regular intervals. Enlist clients and partners as necessary for objective validation purposes. Escalate major issues to internal and external leadership representatives for awareness and support.
• Problem Management: Drive outage avoidance and lessons learned workshops. Maintain fidelity to agreed-upon KPIs for root-cause analysis (RCAs). Ensure regular RCA reviews for internal and external stakeholders. Calculate monthly, quarterly, and annual systems availability considering unplanned outages. Collaborate with neighboring teams to identify and centrally catalog technology debt and escalate remediation plans amongst internal and external stakeholders. Maintain a central repository of Risk Acceptance Agreements for deprecated configurable items, assets, and services.
• Customer Service & Communication: Serve as primary management point of escalation for complex or unresolved service issues. Maintain strong communication channels with all stakeholders, ensuring that service updates and issues are communicated effectively both internally and externally (CBU-facing). Foster a customer-centric culture, ensuring a high level of customer satisfaction via surveys, proactive customer field training (orientation), callbacks, etc.
• Continuous Improvement: Identify opportunities for process improvements within IT Service Management. Lead service projects to implement new technologies, tools, or procedures that enhance operations, stability, transparency, and scalability.

Requirements:

• B.S./B.A degree in IT, Computer Science, Business, and related fields or equivalent experience.
• ITIL v3/v4 Foundation or higher certification.
• 10+ years of experience in Service Management.
• 5+ years of management experience in at least 3 of 6 areas of expertise below:
• Service Desk
• Account Administration
• Onboarding/Offboarding
• Change Management
• Incident Management
• Problem Management
• Familiarity with IT Svc Mgmt (ITSM) tools such as ServiceNow, Zendesk or similar platforms.
• Outsourcing and offshoring (follow-the-sun model) support experience strongly preferred.
• Strong leadership skills with the ability to motivate and develop a high-performing team. Excellent communication skills, both written and verbal.
• Strong grasp of SLA, SLO, KPI, OKR, and MSA development, analysis, and reporting preferred.
• Strong problem-solving skills and the ability to manage complex situations.
• Experience with access control systems, identity management, and role-based access controls.

Preferred Qualifications:

• Global IT service delivery, managed services (outsourcing), service models and optimization
• OpEx and Capex budget development, justification, forecasting, reporting, and rationalization
• Experience with ServiceNow core workflow features across ticketing, change, reporting, etc.
• Experience with developing reporting dashboards and exploiting logging tools.
• Experience with account administration and onboarding/offboarding processes.
• Prior experience in a fast-paced, technology-driven, highly dynamic environment.
• Knows Change Control Methodologies per ITIL v3 or ITIL v4.
• Effective communicator with great interpersonal skills and high attention to detail.
• Able to prioritize and delegate responsibilities accordingly.

Salary - $132,620 - 189,640