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IT Service Management Lead

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Date: Feb 5, 2019

Location: Oklahoma City, OK, US

Company: Enable Midstream

Position Summary:

The IT Service management (ITSM) Lead, is responsible for owning and developing overall strategy, policies, processes and implementing/managing tools related to IT service management. Provides expert advice to all ET functions regarding change, incident, problem, configuration, and release along with other ITIL related practice needs. This role will interact with various IT teams and will play an integral part in institutionalizing and ensuring the success of IT Service Management processes.

This position requires advanced knowledge within a functional area and is often considered an expert in own area of responsibility. Work is performed without appreciable direction and completed work is reviewed from a relatively long-term perspective for desired results. Develops technical solutions to highly complex or interrelated problems. This position requires the ability to interpret and adapt theory and concepts into workable solutions. Leads and mentors less experienced professionals.

 

Essential Duties & Responsibilities:

 

  • Own and act as the primary expert on ITSM practices and guides ET leadership in the utilization of ITSM practices to achieve the delivery of high-quality IT services.
  • Develop and maintain practices, controls and key performance indicators to operationalize ITSM services.
  • Create departmental reports to reflect the effectiveness and utilization of ITSM services.
  • Educate and train employees and teams as required for adoption and execution of ITSM practices.
  • Design and develop key service management processes, workflows, and data model requirements following best practices.
  • Own and manage the development, configuration, maintenance and upkeep of all ITSM tools in use by the company.
  • Present service maturity models, reports, and action plans to IT senior leadership.
  • Manage third party service providers accordingly to ensure adherence to practices and integration with third party systems and practices.
  • Reduce time to restore service during end user impacted incidents or problems.
  • Develop and maintain a catalogue of services offered by IT.
  • Produce process documentation that includes but is not limited to process framework, standard operating procedures, roles and responsibilities, tool requirements, performance management plans, communications plans and training requirements.
  • Develop communications plan to roll out new processes and initiatives.
  • Analyze and review service level agreements (SLAs) and operating-level agreements (OLAs) on a periodic basis.
  • Minimize unplanned outages and impacts.

 

Minimum Education & Experience:

 

  • Bachelor’s degree in Information Technology or related field. In lieu of a degree, six (6) years’ directly related experience will be considered.
  • Eight (8) years of experience with IT service management roles of increasing responsibility.
  • Experience with designing and implementing departmental practices.
  • Experience influencing and partnering with Senior level management.
  • Strong leadership, relationship management, influence & negotiation management, and conflict management skills preferred.
  • ITIL certifications preferred.

 

Knowledge, Skills, Abilities:

 

  • In-depth knowledge of IT Service Management best practices (i.e. ITIL, COBIT, ISO 20000).
  • Ability to develop benchmarks and metrics.
  • Ability to lead continuous improvement transformation initiatives within IT organizations.
  • Ability to develop and maintain effective client relationship while providing consulting services.
  • Ability to lead and mentor IT technical teams.
  • Strong project management skills with the ability to manage multiple responsibilities, priorities, tasks and projects simultaneously.
  • In-depth knowledge of company supported hardware, software and operating systems.
  • Strong analytical skills and experience; ability to recognize, analyze and solve complex problems.
  • Strong data management skills; ability to audit, format, model and analyze large data sets.
  • Ability to distill data and analysis into high-level reports and summaries.
  • Ability to read/write technical instructions in the use of programs and/or program modifications.
  • Strong collaboration skills in order to partner effectively across various levels of the organization.
  • Strong oral and written communication skills with the ability to communicate at all levels of the organization.
  • Strong organization and process improvement skills.
  • Ability to effectively handle pressures and demands of deadlines and competing priorities.
  • Ability to handle confidential information and material with the highest degree of professional responsibility.
  • Proficient use of Microsoft Office Suite.

 

Physical Requirements:

 

  • Sedentary to light work exerting up to 10 pounds of forces occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.
  • Ability to view computer screen, sit, stand or walk for extended periods of time.
  • Ability to operate a computer, copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.

 

Working Conditions:

 

  • Ability to produce quality work in a fast-paced environment with high daily pressure to meet deadlines.
  • Ability to work non-standard work hours as needed or required to meet established deadlines.
  • Ability to work indoors, in an office environment, regardless of whether cubicle, open office or private office.
  • Subject to normal office noise levels.

 

IND


Nearest Major Market: Oklahoma City
Nearest Secondary Market: Oklahoma

Job Segment: Service Manager, Manager, Consulting, Data Management, Relationship Manager, Customer Service, Management, Technology, Data

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