We have partnered with our client in their search for a Service Management Leader.
As a member of the Group ITSM leadership team, this position shapes and drives the service management strategy across the US region. In collaboration with the US CIO Delivery Teams the role aligns service management practices with business objectives, embedding service requirements throughout the technology lifecycle, from planning and design to implementation and support. This role also involves working with SD&T and Change Management functions to ensure seamless transitions from delivery to operations. Contributing to the overall IT service management strategy, the Service Management Leader works with other senior leaders to drive continuous improvement and foster a culture of service excellence. Strong analytical skills are essential for assessing complex service management requirements and developing effective solutions. A proactive approach to problem-solving is required to minimize service disruptions and maximize stakeholder satisfaction. Building and maintaining strong relationships with key stakeholders, including senior executives, project managers, and technical teams, is crucial. The ability to communicate complex service management concepts to diverse audiences is essential, including delivering compelling presentations and reports that clearly articulate the value and impact of service management initiatives.
Responsibilities
- Act as the strategic interface between the US CIO Delivery and IT Service Management Teams, aligning Service strategy to support business outcomes.
- Working in collaboration with US CIO Leadership Team, document the Service Roadmap for new and changing technology platforms, ensuring that Service Design, Change and Transition are appropriately engaged throughout the delivery lifecycle.
- When required, perform the role of the Major Incident Manager in alignment with MI Processes and Procedures.
- Own and drive the Problem Management practice, coaching stakeholders through the process to ensure that problem tasks are completed in a timely manner to establish root cause and prevent re-occurrence.
- Acting as a Senior escalation point within the ITSM Function for US Business and IT Colleagues.
- Organize, manage and deliver internal Service Reviews, working with the CIO leadership team to measure, report and improve service across all dimensions.
- Provide ITSM leadership and coaching for colleagues and stakeholders across the US ITSM and CIO functions.
- Act as a delegate in meetings for the SVP – IT Service Management where required.
- Measure, Report, Review and Improve existing Service Metrics, aligning insights with overall user experience with a drive to introduce or adapt KPIs to improve the overall Service Delivery.
Requirements
- 15+ Years in the Technology industry, ideally from an insurance background with significant experience of operating within a Service Management organization at a leadership level.
- Experience working in a Global organization with stakeholders across multiple time zones.
- Willingness to travel domestically and internationally as reasonably requested.
- Experience using Service Now, and more specifically familiar with how to produce reports, develop dashboards and provide metric insights.
- Strong ITSM Change Management skills, with an understanding of Change Management principles.
- ITIL V3 / V4 qualified to a minimum foundation level.
- Experience in managing continual improvement initiatives and service improvement plans.
- Strong stakeholder management skills with an ability to influence decision making across IT and the business.
- Ability to translate strategic plans into actionable, valuable delivery streams. Aligning priorities to business and technology objectives.
- Formal reporting experience to an executive level
Title: Service Management Leader
Location: NJ
Client Industry: Insurance
Compensation: $100-$110/hour
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