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IT Service Management (370057BR)

Customer Service

Customer Service



Texas, United States

IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.Your Role and ResponsibilitiesThis position will be responsible for championing best practices and managing a team for the development of service management processes based on ITSM constructs.+ Define and implement a strategy to drive adoption of service management and operational best practices relevant to on-premise and cloud computing services.+ Ensure all service management processes enable ITS service agility.+ Create an environment that supports customer self-service and automation of routine service requests.+ Foster continuous service delivery optimization and improvement.+ Identify resources and sourcing of service management operations support.+ Develop self-auditing and compliance capabilities around ITSM procedures.+ Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools.**KEY RESPONSIBILITIES INCLUDE:**+ Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting.+ Define roles and responsibilities for the department.+ Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery.+ Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, and other IT Service Management processes.+ Accountable for building, publishing and the utilization of the service catalog.+ Develop and drive implementation of the service management, Tools and Monitoring / Logging strategy and associated business processes across the IT organization.+ Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.+ Develop performance measures and consistently report metrics to IT Services Leadership team.+ Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.+ Provide direction and goal setting on strategy and operations.+ Provide tactical and strategic recommendations based on ITSM key performance measures.+ Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization.+ Establish and run Advisory Group reviews with appropriate stakeholders.+ Interface with other ITS teams and appropriate business unit leads to ensure collaboration and coordinated strategy to meet service management goals and objectives.+ Mentor service and process managers on ITSM concepts.+ Manage departmental budgets and forecast appropriately.+ May be responsible for on-call duties and response to emergencies on-site as needed.+ Other related duties as assigned.Preferred Locations : Dallas, TX or Austin, TXRequired Technical and Professional Expertise+ In-depth knowledge of IT Service Management (ITIL) frameworks.+ Demonstrated experience in leading process improvement and organization change initiatives.+ Proven expertise and overall responsibility in customer service and contact center services, performance and new generation capabilities.+ Excellent presentation, time management, and collaborating skills.+ Technical competence (understand service offerings, etc.).+ Motivated, goal oriented, persistent and a skilled negotiator.+ High level of initiative and work well in a team environment.+ Handles stressful situations and deadline pressures well.+ Plans and carries out responsibilities with minimal direction.+ Ability to work with people from a variety of different culturally diverse backgrounds.Preferred Technical and Professional Expertise+ Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.+ Knowledge of Cloud environments and services that support multiple business verticals in a large scale Cloud environment.+ Knowledge of change management methodology.+ Knowledge of ServiceNow, Splunk and other tools used in ITSM environment.NoneAbout Business UnitDigitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client's data, no matter where it resides, to respond to changing market dynamics.Your Life @ IBMWhat matters to you when you're looking for your next career challenge?Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.Impact. Inclusion. Infinite Experiences. Do your best work ever.About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.IBM intends this job to be performed entirely outside of Colorado.Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.