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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 and search for Job ID #281130orEmail resume to '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 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);


• Location: Brooklyn

• Post ID: 114008308 brooklyn is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017