Responsible for overseeing the delivery and management of IT services, ensuring they meet the needs of the business and its users. Responsible for driving operational efficiency, optimizing service performance, and implementing best practices in IT service management (ITSM). Incident and Change Leader under minimal supervision within the IS Operations team. Available to respond to reports of major incidents, follow through on associated root cause analyses and run the weekly Change Advisory Board meeting.

• Ensuring IT services meet user needs, maintain performance and availability, and align with business goals
• Oversee the delivery and management of IT services, working with IT Delivery leaders. 
• Develop and implement IT service strategies and processes aligned with business objectives.
• Manage and lead a team of IT professionals, providing coaching, mentoring, and performance feedback.
• Establish and maintain service level agreements (SLAs) with internal and external clients.
• Identify and implement opportunities for service improvement and cost optimization.
• Monitor and analyze IT service performance metrics, identifying and resolving issues proactively.
• Analyzing, prioritizing, and structuring problems and requests from customers or departments, and developing tasks for the IT team to address them
• Define, solution and manage the various ITIL based workflows, additionally providing oversight and direction for the development and administration team to building and maintain.
• Defining, measuring, and monitoring KPIs for the IT team, and implementing ITIL processes
• Developing relationships with external clients and organizations to assess their needs, and providing client assessments
• Oversee the IT service desk and support team from a process and direction, ensuring timely resolution of user incidents and requests.
• Stay up to date on the latest trends and technologies, recommending and implementing innovative solutions.
• Participate in IT project planning and implementation, ensuring successful delivery within budget and scope.
• Collaborate effectively with other departments across the organization.
• Maintain strong communication and relationship with stakeholders, including business leaders, IT staff, and users.
• Responsibility for standard operational deliveries, (CAB, ORB, and MIM communications).
• May perform other job duties as assigned.

Education and Training: Bachelor’s degree in computer science, Information Technology, or related field is preferred. Hands-on experience with ServiceNow, Remedy or another ITSM tool preferred. ITIL Certification preferred

Experience:

• 3 to 5 years of experience in IT service management, including service delivery, incident management, change management and problem management.
• Proven experience in leading and managing an IT team.
• Strong understanding of ITIL frameworks and best practices.
• Excellent communication, interpersonal, and leadership skills.
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
• Problem-solving and analytical skills.
• Experience working with service desk tools and ITSM software.
• Familiarity with cloud computing technologies preferred.
• Proficiency in common applications of the Office 365 Suite.
• Ability to work weekly on call rotation.
• Ability to travel up to 10% to attend meetings, trainings, and/or professional conferences.