We are currently seeking a Senior Service Management Leader to join our team in Scottsdale, Arizona.
This role is responsible for leadership, management, supervision, organization, and staff support of the Service Management function. Responsible for Multi-Supplier Integration functions, documenting, defining, and measuring Incident, Problem, Change, Knowledge Management and Request Fulfillment processes. Provides SLA/key performance indicators for the entire Operations team and acts as a Senior liaison to customers, business owners, and internal teams.
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– Hands on practical experience
– Multi-Supplier integration and managing all suppliers
– Provide leadership to support staff to develop and meet Incident and Request Management goals and strategies
– Lead support staff and conduct performance appraisals
– Ensure all incidents are being addressed and appropriately escalated
– Manage Enterprise Change Management functional area
– Serve as a member of a rotating on-call in a Major Incident support team
– Coordinate and lead root cause analysis and provide documentation to client teams (RCA)
– Review and analyze all Service metrics and Incident Management reports to proactively seek improvements
– Incident and Request Management – Business and Operations Support
– Change Management – Oversee proper execution of Change process
– Problem Management – Oversee Problem management function and reporting
– Process Improvement - Leverage ITIL best practices to drive continual improvement
– Communication – Utilize excellent written and verbal communication skills to engage with appropriate stakeholders to provide analysis and resolution actions
Qualifications
– 8 to 10 year’s relevant experience
– Must have extensive experience managing key services areas of Incident, Request, Change, and Problem Management in a practical manner using the ITIL framework
– Extensive knowledge of Multi-Supplier Integration and managing multiple suppliers is key
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