Vacancy expired!
IT Service Management Manager
Department of Information Technology
County of Solano
$106,629 - $129,609 annually DOE/DOQ
The County of Solano seeks an IT Service Management Manager to oversee IT Service Management Program within the Department of Information Technology (DoIT). We are looking for a self-starter who is an excellent communicator and brings extensive experience working within the ServiceNow IT Service Management (ITSM) SaaS platform, advanced level knowledge in Information Technology Infrastructure Library (ITIL) methodology) and developing IT governance systems and establishing Service Asset and Configuration Management (SACM)leading practices.
This position will drive IT service delivery thought-leadership across the organizations and serve as a trusted advisor and business partner to all departments across Solano. The incumbent will be responsible for defining ITSM roadmap and lead continued service improvements focused on maturing DoIT service delivery capabilities and culture.
The Department
DoIT has approximately 110 staff (65 FTE and 45 contractors who support infrastructure) and a combined budget (i.e., Registrar of Voters and DoIT) of approximately $31 million. DoIT serves 18 departments/internal customers encompassing approximately 3,000 employees, a County population of 440,000, and executive leadership and elected officials. Principally a Microsoft environment, additional technology products include Linux, Oracle, ESRI, MySQL, CacheDB, and Informix. On-premise servers are highly virtualized using VMWare and Hypervisor and number approximately 550 virtual servers across two data centers. Over 4,000 desktop/laptops, 200 tablets, 1,000 printers and over 250 business applications are part of the department’s support profile.
Our ideal candidate is a highly motivated professional with advanced ServiceNow and ITIL knowledge, an outcome driven candidate with strong organizational change management (OCM) skill, who can identify opportunities for improvement and create solutions. We are looking for an experienced professional that can lead small to large IT projects with various stakeholder groups across an organization, advanced experience in ITSM, using ITIL methodology with the ServiceNow ITSM tool. The incumbent will be an excellent communicator in all formats (written, interpersonal, presentation, and facilitation) who has the ability to effectively influence and engage stakeholders at any level. Ideal technical knowledge includes: ITIL methodology, including leading the adoption and implementation of ITSM processes, defining strategic objectives and initiatives of ITSM program, developing and implementing performance measurements and continual process improvements.
ServiceNow administration including development of maturity roadmap, providing system administration support, and end-user training.
ServiceNow Information Technology Service Management (ITSM) Module - Request Fulfillment and Catalog knowledge.
Service Now IT Operation (ITOM) Module - Configuration Management Database & Discovery knowledge.
ServiceNow IT Business Management (ITBM) Module – Demand, Agile, Project Management module knowledge.
IT Governance principles and techniques, developing and managing governance frameworks, policy, controls, guiding principles, and supporting processes.
Business Relationship Management best practices (e.g., service request, service level agreements, customer satisfaction surveys, business processes, priorities, and formal complaints).
Familiarity with and knowledge of the Software Development Lifecycle.
JavaScript and Json knowledge.
Microsoft Azure Active Directory knowledge.Minimum Qualifications:
ITIL Certification in Service Design, Operations, Transition, Process Improvement or related field,
Bachelor’s degree from an accredited college or university, preferably in Information Technology or related field,
Six (6) years of information technology systems and/or application development and support experience including two (2) years of project lead or supervisory responsibility
Note: Additional experience may substitute on a year for year basis for the educational requirement. Applicants may be required to possess a valid California Driver’s License, Class C. Highly Desirable:
ServiceNow Administrator or Developer certification.
Four years experience in IT governance, IT service delivery, and IT Performance Management.
Four years experience working in the role of a ServiceNow administrator or developer. HOW TO APPLY: this position is open until filled, for first consideration APPLY IMMEDIATELY at: https://wbcpinc.com/job-board/
SECURE THE DATES: 7/20/2020 - First round of interviews
Additional interviews will be conducted as ideal candidates apply.
Please contact your recruiter, Wendi Brown, with any questions: 866-929-WBCP (9227) toll free
541-664-0376 (direct)
Solano County is an Equal Employment Opportunity Employer
