Manager - Service Design & Transition

Manager - Service Design & Transition

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Manager - Service Design & TransitionThis is a Direct hire need for the client. They need a Manager for their Service Design & Transition. Could be Service Delivery as well.Someone who has Service MGMT tools Service Now experience and knows the tool inside and out.Manager prefers local candidates who can come into the office to work a hybrid work schedule (2 days/week in the office, 3 days remote) but is open to remote work. Please note what state candidates live in.Job Description
Overview

• The Service Design & Transition Manager is responsible for leading the definition of services through Service Catalog Management, the definition of service agreements through Service Level Management, the creation of service knowledge through Service Knowledge Management, and the preparation and adoption of products and services through Service Transition Planning & Support capabilities. Direct responsibilities include management of the IT Service Catalog and Knowledge products, ensuring that services are seamlessly provisioned to customers, and having an extremely strong focus on holistic Service Continuous Improvement.

The Manager is part of a team responsible for driving our client's IT direction as follows:

• Implement a strategy to drive adoption of service management and operational best practices relevant to on-prem and cloud computing services.
• capabilities.ITBM, and ITAM, ITOM, ITSMPromote and champion the transformation of the IT organization encompassing
• Establish a customer self-service and automation mindset throughout IT.
• Foster a culture of continuous service delivery optimization and improvement.
• services, procedures, and tools in support of the IT Modernization Program.ITxMImplement a strategy and roadmap for organizational excellence in the application of

Core Responsibilities
Service Level Management

• Plans, implements, controls, reviews, and audits ServiceNow service provisioning, to meet customer business requirements.
• Oversees and ensures that the ServiceNow platform Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are negotiated, published, and met.
• Identifies opportunities to improve services.
• Facilitates the creation of ServiceNow workflows in which products and services promised are delivered on time and are fit for purpose (utility) and fit for use (warranty).

Service Knowledge Management

• Enables and governs the ServiceNow Knowledge product facilitating consistent and fast resolutions of customer issues and needs, boosting self-service capabilities, and promoting knowledge sharing.
• Identifies knowledge gaps and champions new Knowledge content across the IT organization.
• As Knowledge product content steward, track Knowledge usage and quality trends.

Service Catalog Management

• Designs, builds, publishes, and governs the ServiceNow Service Catalog providing information about available services while providing for an optimized, efficient customer experience.
• Identifies and evaluates ServiceNow Service Catalog and Knowledge new features and emerging capabilities, advocating for those that will most benefit the organization financially and operationally.
• Completes regular reviews of the ServiceNow Service Catalog with stakeholders to ensure relevance to business needs and requirements.
• Enables automation of service requests and service fulfilment where appropriate.

Service Transition Planning & Support

• Forges close partnerships with IT teams and business units to ensure a collaborative and coordinated strategy to understand the collective vision to bring value to the company.
• Ensures Service Management processes enable service agility.
• Helps design ServiceNow product roadmaps following agreed architectures, design standards, and methodologies.
• Assists in training of Service Catalog and Knowledge capabilities and features.
• Develops self-auditing and compliance capabilities around ITxM procedures.

Service Continuous Improvement

• Integrates a Continual Improvement Register (CIR) for tracking and vetting improvement opportunities, integrating into ServiceNow Idea and Demand Management.
• Continuously and proactively streamlines and improves the ServiceNow customer experience.
• Participates in IT Service Management program / project review meetings to assess problem areas and suggests corrective actions.

Essential Competencies

• Professionalism/Personal Accountability, Collaboration and Teamwork, Communication, Flexible and Adapts to Change, Service to Customers and Clients

Additional Competencies for managers: Strategic Planning, Talent Development, LeadershipSkill Qualifications

• Strong technical foundation and knowledge of the ServiceNow platform.
• Ability to work across diverse organizations and build effective relationships/partnerships.
• Experience in introducing/utilizing technology and tools to support testing.
• Excellent collaboration and partnering skills.
• Excellent presentation and communication skills. Understands, explains, and presents complex ideas to audiences at all levels in a persuasive and convincing manner.

Education and Experience Qualifications
Education:

• Bachelor's degree in Computer Science or related field AND minimum of 8 years demonstrated experience in ITSM and/or information technology. OR;
• Any equivalent combination of experience, training, and/or education.
• Strong interpersonal / relationship management skills.
• Ability to execute and prioritize a number of tasks simultaneously.
• Outstanding problem solving and analytical skills.
• Outstanding communication skills, both oral and written.

Licensing/Certification:

• ITIL Foundations in Service Management certification (Preferred).
• Additional ITIL certifications a plus.

Key Leadership Behaviors

• Sets a clear strategic direction
• Adapts to change quickly
• Fosters mutual trust
• Follows through on actions, promises, and assignments
• Demonstrates high ethical standards
• Lives, leads, manages, and works with integrity
• Accepts responsibility for own actions
• Leverages the strengths of each team member
• Treats others with respect and empathy
• Creates a working environment that motivates high individual performance

Manager prefers local candidates who can come into the office to work a hybrid work schedule (2 days/week in the office, 3 days remote) but is open to remote work. Please note what state candidates live in.For more information please contact Shashank Govardhana ator Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area. Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them. So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience. We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.
Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.