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Posted: Saturday, June 24, 2017 2:18 AM

ITSM Process & Governance ManagerSalary: up to $130,000 Commensurate with Experience Excellent BenefitsNew York, NY The Service Management division seeks a dynamic and motivated individual, experienced in successfully driving cultural change, to serve as the Information Technology Service (ITSM) Process and Governance Manager.Responsibilities will include:Improve and revise ITSM processes by utilizing and leveraging good practice models including; ITIL(R) Frame Work, ISO 20000, COBIT, Six Sigma & Lean;Oversee ITSM initiatives and structure to support IT Service Management while leveraging input from multiple stakeholders;Determine customer centric/customer service based ITSM baseline processes and the procedures used to support them;Define a roadmap that will mark clear milestones and plan, design and implement effective service management processes supporting the process KPIs and Customer Satisfaction Critical Success Factors (CSFs);Act as a resource for all DoITT Staff on ITSM processes and ensure expertise needed to meet ITSM objectives are in place;Organize IT activities into a generally understood and accepted process model;Define management control objectives that need to be considered;Provide governance and ensure an environment where tasks are managed effectively;Ensure that there are no ITSM duplications of efforts across the enterprise;Provide leadership, guidance and quality content review for deliverables produced by process, tolls, metrics and communication activities;Provide escalation mechanisms for events or issues to the appropriate Executive Staff;Promote a culture of continuous improvement and customer service excellence with visible metrics and KPIs;Train, coach and mentor other Service Management teams, providing career development and overseeing overall direction;Work with other members of the DoITT leadership team to develop and steer the strategic direction for the Service Management division;Work collaboratively and provide leadership for other Service Quality Management units including: Continuous Service Improvement, Quality Control and Compliance & Service Management Metrics/SLA management;Forecast future skill needs to develop a workforce with the appropriate mix of business knowledge, technical skills and competencies to support and build upon core team functions;Serve on IT planning and policymaking committees as appropriate to drive the development of technology standards, governance processes and performance metrics;Manage special projects and initiatives as assigned;Preferred Skills:Master's degree in a related IT field, such as IT management or information systems, computer science, software or computer engineering, systems engineering, industrial/organizational engineering, etc. or equivalent work experience;5+ years of proven IT Service Management experience in the IT and/or business industry, preferably in the public sector implementing customer centric based ITSM processes and procedures;ITIL v3 Foundation required. Preference to candidates with advanced ITIL certifications including: ITIL Intermediate Certifications in Service Lifecycle (SS, SD, ST, SO or CSI) and/or Service Capability (OSA, PPO, RCV, SOA), MAL, ITIL Practitioner, ISACA and COBIT and IT Audit, Controls and Assurance including: ISACA, CMMI, ISO27001, ISO20000, GCC, NFOM, (SAS70 & IT SOX);Proven experience or demonstrated capability in leading ITSM transformational initiatives in complex and dynamic environments;Exceptional leadership skills with the ability to execute on a service-oriented vision that inspires and motivates staff and aligns to the IT and Business strategy of the organization and its customers;Excellent oral and written communication and presentation skills;Ability to listen, negotiate, mitigate conflict, build alliances and achieve desired outcomes using strong interpersonal and diplomacy skills.Qualification Requirements: BA/BS and 4 years of related technology experience with 18 months in a managerial/lead capacity-OR- Education and Experience equivalent. To ApplyPlease go to www.nyc.gov/jobs/search and search for Job ID #281130orEmail resume to Execrecruit@doitt.nyc.gov(Indicate '281130 - ITSM Process & Governance Manager' in subject line) SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEWAPPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVALSVisit us at www.nyc.gov/DoITTThe Department of Information Technology & Telecommunications and the City of New York are equal opportunity employersITSM; ITIL v3; SS, SD, ST, SO or CSI;OSA, PPO, RCV, SOA; MAL, ITIL Practitioner, ISACA and COBIT; ISACA, CMMI, ISO27001, ISO20000, GCC, NFOM, (SAS70 & IT SOX);

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• Location: Brooklyn

• Post ID: 114008308 brooklyn
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