Global IT Service Manager

IT Service Management: Global ITSM Process Manager

Position Summary:

The Global ITSM Process Manager has overall responsibility for the definition, implementation and improvement of IT Service Management Global Policy, Process and Procedures and the Global IT Change Advisory Board for Chubb. The position resides full time in our Whitehouse, NJ office.

The ITSM Process Manager will be responsible for the design, implementation, and improvement of ITSM Incident, Problem and Change Management processes across the global organization. The candidate will work directly with the ITSM team leads and key stakeholders to ensure successful rollout, adoption, and ongoing governance of allocated processes.

Initially the primary focus will be to ensure all ITSM Global processes and documentation reflects both current operational state and the changing centralized ITSM Operations Model as it gets rolled out. The Global ITSM Process Manager will also develop ITSM processes to accommodate automation and integration on the Service Now platform with third party tools and entities. The Global ITSM Process Manager will work with the Service Now Team on maturing the newly defined Global ITSM processes.

Primary Job Responsibilities:

• Define, implement and communicate Chubb’s Global ITSM Change, Incident & Problem processes in conjunction with Chubb’s Regional ITSM and Technology Operations Center (TOC) leads

• Conduct impact analysis, assess readiness and identify key stakeholders of all process changes

• Accountable for ensuring that Global ITSM processes are fit for purpose, efficient and effective, adhere to ITIL best practices and align with business requirements and strategy.

• Project Manage and Coordinate Global ITSM process implementation with Service Now and Regional Teams

• Ensure all Global ITSM process documentation accurately reflects in place and evolving centralized Technology Operations Center (TOC)

• Develop Global ITSM processes to accommodate automation and integration with of the Service Now platform with third party tools and entities.

• Support all communication efforts around Global ITSM process activity

• Produces required management reporting, Service Now reports and tracking initiatives

• Supports the development and implementation of SLA's, OLA's, and UC's.

• Participate in ITSM initiatives for all the teams represented or included in the support models for all the services provided by our organization.

• Leverage ITSM knowledge to facilitate regular reviews of operational readiness criteria to help ensure stability and supportability of all new or modified processes.

• Represent Global ITSM as the process expert at required events.

• Ensure all IT teams adhere to the defined processes; and educate and train as needed

• Proactively look for ways to mature and improve current and future processes, increasing efficiency and minimizing impact

• Drive and take ownership of weekly Global Change Advisory Board (CAB) meetings, overseeing all changes and approving or rejecting as required

• Ensure all Global changes are submitted and approved according to Audit and compliance guidelines

• Maintains a broad industry perspective on relevant ITIL best practices for incident, problem, and change management

• Maintain oversight and trend analysis, driving and improving overall process and compliance/adherence.

Required Skills

• 10 years+ experience and strong knowledge defining and implementing ITSM Change, Incident, and Problem Management Process Management & Governance.

• Significant experience and strong operational knowledge of Service Now platform

• ITIL Certification

• Project Management experience desired

• Ability to work in fast paced environment with minimum supervision while working well with others and participating as a team player.

• Experience working with Global Teams

• Experience in process optimization techniques or methodologies.

• Strong skills/abilities in organization, planning, and multi-tasking to manage competing priorities

• Business and IT requirements gathering

• Ability to clearly articulate messages to a variety of audiences and work effectively at all levels in an organization

• Exceptional written and verbal communication skills

• Stakeholder Management, influencing and negotiation skills

• Bachelor’s degree or equivalent work experience recommended

• Ability to work in various time zones as needed

At Chubb we are totally committed to providing equal employment opportunities to all employees and applicants. It is our policy to provide equal employment opportunities to employees and applicants based on job-related qualifications and ability to perform a job without regard to race, sex, color, religion, age, national origin, pregnancy, sexual orientation, gender identity and expression, genetic information, disability or other perceived differences that do not relate to ability, performance and contribution at work.

Qualified applicants with criminal histories are not automatically disqualified from employment. Factors such as job-relatedness of the conviction, age and time of occurrence, and the seriousness and nature of the circumstances will be considered.