Process Owner, Service Portfolio & Catalog Management (itil/itsm)

Process Owner, Service Portfolio & Catalog Management (ITIL/ITSM)

Norfolk Southern is seeking a Process Owner responsible for ITIL practice roll out for all departments within the IT organization. Has overall accountability and responsibility for one or more ITIL practices. Supports the requirements of the stakeholders. This position has accountability for the process architecture, implementation, operation, and improvement of their accountable ITIL practices. All functional team operational process managers have a reporting relationship to the process owner. Ensures compliance with ITIL practice.

Primary responsibilities include:

• Process Strategy: Prepares and submits the ITIL practice strategy to the SMO Leader for approval.
• Process Governance: Chairs the Process Coordinator Council for their owned ITIL practice(s) and ensures commitment and compliance to IT Service Management policies & processes.
• Plans/Projects: Develops and submits the objectives, goals and plans for ITSM projects and operational plans to the SMO Leader for submission to the Steering Committee.
• Budgets/Funding: Develops and manages an ITSM practice budget.
• Process/Tool Change: Filters and categorizes submitted process RFC and approves minor policy and process changes.
• Continuous Improvement: Provides oversight for individual practice improvement initiatives.
• Policies: Approves Portfolio level ITSM process policies.
• Measurement and Reporting: Reviews, monitors, reports and initiates corrective actions on ITSM process KPI and process scorecard.
• Process Operations: Primary process architect that ensures the process design is relevant and fit for purpose.
• Communications: Conducts process-related communications to Stakeholders.
• Controls and Compliance: Ensures controls are in place to ensure quality of process deliverables and on-going process performance.

Education required: Bachelor's degree, preferably in Information Technology. Experience required: 3-5+ years of experience in a Service Management Process Owner position. Experience with managed service providers ensuring alignment with ITIL practice governance, deliverables, SLA's and contractual commitments.

Work conditions: Hybrid on-site (3) days and remote work (2) days per week. Shift work: No. On-call: No. Weekend work: No.