Manager, Itsm

XPO India Shared Services Job Title Manager ITSM Reports to Assigned by HRBP Job Grade Assigned by Comp Job Code Click here to enter Job Code FLSA Status Assigned by Comp FLSA Category if Exempt Assigned by Comp EEO Category Assigned by Comp Prepared By Click here to enter name Date Approved Entered by Comp Approved By Entered by Comp GENERAL DESCRIPTION The ITSM Manager oversees the delivery of IT services including change management incident and problem management and overall service level management This position ensures the ITSM services meets user needs maintains high performance and availability and aligns with business objectives This role manages IT service lifecycle optimizes service delivery through ITIL frameworks and fosters a culture of continuous improvement within the IT team This position examines the compliance quality efficiency and effectiveness of ITSM processes to identify improvement opportunities and communicates these to the IT Service Owners ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully an individual must be able to perform each essential duty satisfactorily These are the most significant job duties performed other responsibilities or assignments not specifically mentioned may also be assigned please list 5-8 responsibilities along with percentage of time associated with each Process Ownership Governance 40 Own and manage the lifecycle of core ITSM processes e g Incident Problem Change Request Fulfillment Knowledge and CMDB Ensure ITSM processes align with ITIL best practices and organizational objectives Drive continuous improvement initiatives across IT service processes Team Management Leadership 20 Lead a team of ITSM process owners analysts and coordinators Provide coaching mentoring and performance management Metrics Reporting SLA Management 20 Define and monitor KPIs and SLAs across IT services Generate and present regular service performance reports to stakeholders Use data to identify trends issues and areas for improvement Stakeholder Engagement 10 Collaborate with IT and business units to understand service needs and expectations Serve as an escalation point for major incidents or service disruptions Compliance Risk Management 10 Ensure ITSM processes support regulatory and compliance requirements Manage risks associated with IT service delivery and process changes SUPERVISORY RESPONSIBILITIES Responsible for multiple direct reports in accordance with the organization s policies applicable laws Will interface with external Vendors and help guide them on process handling workflows and tool usage DECISION-MAKING RESPONSIBILITIES Decisions and actions strongly impact the company s revenue or operations and have significant impact on reputation and or customer satisfaction Determines underlying causes of IT service management process problems that contribute to missed performance targets and integrates information from a variety of sources to arrive at optimal solutions EDUCATION EXPERIENCE Minimum Required Education Bachelor s degree in computer science Information Systems or related field Minimum Required Experience 10 years of experience in supporting processes Business or IT and ITIL framework Desirable Education Experience 10 years of experience supporting processes Business or IT 8 years of experience in supporting ITSM processes Incident Problem Change Request etc 5 years of experience using an ITSM tool e g ServiceNow etc 5 years of experience working within the ITIL process framework 2 years of experience using process modelling tool e g Visio One or more of the following certifications ITIL ISO20000 COBIT Six Sigma Project Management Knowledge familiarity with common IT quality practices Knowledge of ITIL ITSM Best Practices Experience successfully implementing processes leveraging the ITSM framework Experience developing and delivering metrics and reporting Experience performing continual improvement of processes and services Experience developing and delivering process training CERTIFICATES AND LICENSES list special certifications licenses that are required or desirable to perform this job ITIL Foundations v3 Certification - desirable ITIL Intermediate Certification - desirable JOB RELATED COMPETENCIES To perform the job successfully an individual should demonstrate the following competencies Analytical Skills - Identifies and resolves problems Demonstrates attention to detail Identifies opportunities to increase accuracy and optimize resources and develops recommends implements solutions Strong aptitude for understanding and analyzing large amounts of data from multiple sources Performs complex analysis of data processes policies procedures and or systems Produces unambiguous comprehensive and accurate interpretations Develops insightful value-added and actionable analyses with detailed explanations regarding drivers of those results Composes thorough and detailed written technical documentation procedures manuals etc Communication Skills - Writes clearly and informatively edits work for spelling and grammar Presents organized and thorough information and data appropriate for intended audience Excellent negotiation skills to deal effectively with individuals and groups within and outside the organization Utilizes variety of interpersonal styles and communication methods to effectively adapt to new work structures processes or cultures Demonstrates group presentation skills and excellent negotiation skills to deal effectively with individuals and groups within and outside the organization Time Management Skills - Demonstrates follow-up skills Provides timely and professional support to all internal external customers and vendors Prioritizes regular workload special tasks and concurrent projects allocating time and resources to ensure that work is completed accurately and efficiently within established time frame Other - Self-motivated Team-oriented Consults with Team members and management as needed to complete assigned responsibilities Works with minimal supervision Establishes and maintains effective collaborative work relationships both internally and externally Maintains strict confidentiality Technical Competencies Basic Computer Skills - Basic knowledge Strong Fluency Expert-level user of Windows applications and Microsoft Office programs such as MS Project Word Excel and PowerPoint Accurately inputs information into and retrieves from the computer Quickly learns and achieves proficiency in new software applications as needed Demonstrates ability to create complex formulas in MS Excel create queries in company software applications Other Technical Computer Skills - Acts as subject matter expert and provides training troubleshooting and other support for ITSM tools and process workflows Understands and is familiar with the most widely known and emerging tools technologies and social applications XPOLogistics is an Equal Employment Opportunity Employer M F V H Be part of something big