IT Service Manager Resume Samples
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IT Service Manager Resume Samples
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TH
T Hane
Thomas
Hane
5527 Runte Pine
Los Angeles
CA
+1 (555) 551 4382
5527 Runte Pine
Los Angeles
CA
Phone
p
+1 (555) 551 4382
Experience
Experience
Detroit, MI
IT Service Manager
Detroit, MI
Mertz-Kiehn
Detroit, MI
IT Service Manager
- Member of Service Management continuous improvement project team, Service Management leadership team and Customer Service management team
- To own and manage the Change Management function; Major Incident Management function and the Problem Management function
- Assists the design of network infrastructure, plans, and designs. Performs capacity and resource analysis and planning
- Perform analysis and develops recommendations for continuous improvement opportunities
- Provide regular management reporting on IT activities, business projects and initiatives to the International IT Service Management lead
- Provide input into the development and improvement of processes and procedures for preventing, detecting and responding to malware threats
- Guide/Perform benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance
Phoenix, AZ
Global IT Service Manager
Phoenix, AZ
Klein-Jast
Phoenix, AZ
Global IT Service Manager
- Manage the staff of the service desk, including motivating them, hiring, training, termination, reviews and overall performance evaluations and training
- Responsible to develop, execute, manage and measure User Identity processes. Work with other IT areas such as Cybersecurity and IT Controls, to insure compliance
- HEAT IT Service Management – developer level
- Strive for continuous improvements of the incident management and service request processes as well as the integration of both with other IT operations management processes (problem, change, asset)
- Develop, manage, measure and report on key service-level metrics
- Responsible for managing IT Service Management processes, all associated tools and vendor relationships
- Direct, guide and support IT Operations Managers / Service Owners regarding all IT service portal related topics, uncertain situations or conflicts
present
Boston, MA
Senior IT Service Manager
Boston, MA
Morissette-Corwin
present
Boston, MA
Senior IT Service Manager
present
- Provide input to Service Desk Owner and Incident Management Owner regarding Continuous Improvement opportunities
- Provide process and management support, advice, and direction to Service Desk team
- Industry related certificates such as HDI, Project Management, Knowledge Management, etc
- Provide leadership for communication, both, internally within Enterprise Services among all service stakeholders and externally to business
- Compile data through Incident entry that will be used for management information and reporting
- Establish and maintain relationships with internal technology teams and business users
- Maintain established service level agreements to meet customer expectations and quality standards
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Syracuse University
Bachelor’s Degree in Computer Science
Skills
Skills
- Highly experienced and knowledgeable of the business processes used by the business unit(s) he/she supports
- Ability to create an environment that encourages professional development
- Strong ability to prioritize work load, consistently meet deadlines, and take the appropriate level of independent action when necessary
- Good knowledge and experience in Warehouse Management Systems and Warehouse Control Systems, including interfaces, Manhattan experience is an advantage
- Basic product knowledge of key SITA Communication Products (scope depending on services to be supported by customer contract assignments)
- Ability to build strong working relationships, with IT and business managers
- Proven stakeholder management skills and able to build and maintain strong relationships with your internal customers and external stakeholders on all levels
- Highly innovative, strong problem solver and will not settle for the first solution
- Strong technology troubleshooting skills and proven ability to resolve infrastructure issues, incompatibilities, etc
- Strong team player, good analytical and problem-solving skills
15 IT Service Manager resume templates
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1
IT Service Manager Resume Examples & Samples
- Accountable for the production and reporting of all Global Infrastructure Services (GIS) operational metrics and reports
- Understands business and operational strategies and identifies critical metrics required to support those strategies
- Perform analysis and develops recommendations for continuous improvement opportunities
- Ensures consistent and effective reports are provided in timely manner to key stakeholders
- Minimize redundant reporting and development of single source of truth where possible
- Provide increased focus on analytics and emphasize development of subject matter expertise within analyst teams
- Ensures team members are regularly providing meaningful summaries for stakeholders
- Identifies areas of opportunity and improvement within processes and tools based on reporting results and tool environment
- Works across functional lines to strive for and ensure consistent data quality
- Lead creation of real-time monitoring and analysis of KPIs, developing standard reporting models with visualizations to aid decision making and overall strategy
- Conduct ad-hoc analyses and reporting when requested
- Oversees the compilation and analysis of operational and transactional data and creates high level reports of operational results, including trend analysis
- Provides reporting and analysis to IT leadership and prepares executive summaries
- Presents results, analysis and potential solutions to senior leadership at production review meetings
- Excellent track record of establishing, maintaining and improving technology infrastructures through the use of Metrics and Key Performance Indicators
- Excellent awareness of different cultures and working practices across the regions
- Proven experience in managing diverse and geographically dispersed teams
- Proven experience working in an Operational environment
- Staff management, counseling and coaching skills
- Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint
- Broad range of work, sometimes complex and non routine, in variety of environments
- Performs proactive checks and balances to identify compliance anomalies
- Maintain and complete compliance reports and post in appropriate repositories
- Support process improvement projects and process deployments
- 7 years experience in an Operational / Service Management role
- 5 years of proven experience and success in managing and deploying metrics across
2
IT Service Manager Resume Examples & Samples
- Coordinate with multiple stakeholders in delivering projects and support activities on time and within budget
- Responsible to cover China IT support related work including production support, incident management, problem resolving, business requests and local regulatory support to compliance team
- Understand requirements from local business and internal compliance. Provide governance on ensuring the staff and IT solutions adhere to company policies, security risk standards, and compliant to local regulations
- Perform vendor management, budget planning and monitoring
3
IT Service Manager, Nbc Universal Singapore Resume Examples & Samples
- Strong technical experience with a good understanding of desktop and infrastructure technologies
- Proven experience with Information Technology Infrastructure Library (ITIL) and working in a service management group
- Vendor management and business engagement working closely with both to deliver service
- Working in a multinational corporation, preferably media
- Qualifications in IT also preferred but not essential
- Project Management exposure to regional and cross regional project
- Demonstrated exceptional stakeholder engagement and management skills with the ability to build relationships across a broad spectrum of users and management
- Demonstrated customer & consumer focus approach to delivery
- Proven ability to make process improvements to IT practices so to enhance our customer offering
4
IT Service Manager Resume Examples & Samples
- Build a cohesive and skilled team with clearly defined roles and responsibilities
- Manage skill-up/re-skill needs based on individual development plans
- Partner with other GIT teams, including Market IT group, to ensure smooth day to day operation across systems
- Partner with business units to ensure priorities are addressed and to provide operational excellence
- Ensure all department employees are properly trained to perform their jobs safely and efficiently
- Provide guidance and direction for the local IT Level 1 Infrastructure team in tandem with the Senior Infrastructure Manager
- Document and review with the Director IT Distribution and the onsite HR Managerany employee performance problems for possible disciplinary action
- Other duties as required and directed by the Director IT Distribution
- Leadership, Coaching & mentoring skills with his/her direct reports
- Advanced presentation and communication (verbal and written) skills across different levels within a global organization
- Analytical mind-set
- Good knowledge and experience in Warehouse Management Systems and Warehouse Control Systems, including interfaces, Manhattan experience is an advantage
- Working knowledge in complex Distribution Center processes
- Ability to mediate and build consensus between cross-functional stakeholders with different objectives
- Ability to work independently towards and achieve targets and deadlines
- College/University degree from an accredited institution in a related field
- Knowledge in related functional area, preferably in the sports and/or fashion business
- At least 3 years of progressive work experience in a support role or a functional position
- Experience in managing external partners/vendors
- Practical experience and mastery of MS-Excel, MS-Word, MS-Powerpoint, and MS Project
5
IT Service Manager Resume Examples & Samples
- Build long-term relationships with the business teams within his/her area of responsibility and ensure the communication of IT strategy, roadmap and plans to enable the business to have visibility of impacting activities
- Work with business leadership and teams to understand business requirements for IT demand
- Ensure that the Workplace Technology Support service provided is in accordance with SLA’s, with regular reporting on service quality and user experience, as well service improvement recommendations
- Act as single point of contact (SPOC) for IT in the region – for escalations and future business plans or activities only. Incident and Service Requests are to remain channeled through the IT Service Desk
- Participate in third party vendor service reviews covering performance, SLA, VOC and Service Improvement initiatives
- Provide IT service vendor oversight for the key vendors supporting the Operating Companies and sites. Working closely with Outsourced WTS Desktop Support provider(s)
- Ensure IT services and systems are in line with global NBCU IT standards and policies
- Establish and maintain good working relationships with key personnel in the different Operating Companies (OpCo’s) and sites
- Provide regular management reporting on IT activities, business projects and initiatives to the International IT Service Management lead
- Responsible for the project management of regional IT projects and initiatives, ensuring business initiatives are delivered on time and to budget and in line with business demands and drive alignment to standard support models
- Advise on annual IT spend for the region, in line with Global and International IT and Business requirements
6
IT Service Manager Resume Examples & Samples
- Service Catalog Management
- Knowledge Management
- IT Service Level Management and Metric Reporting
7
Global IT Service Manager Resume Examples & Samples
- Identify & evaluate new demand of IT Operations Managers and Service Owners regarding the implementation of Request Fulfilment processes (mainly consisting of web formulas, approval and fulfilment workflows) within the Global IT Service Portal
- Manage the implementation of new demand & changes to Request Fulfilment processes within the Global IT Service Portal, in close alignment with IT Operations Managers, Service Owners, and the IT Technical Service Managers of the underlying, impacted & dependent solutions
- Drive the ongoing implementation and ensure governance of the Global IT Service Portal User Interface related standards and guidelines (UX approach) in close alignment with the GIT UX Team
- Drive the ongoing implementation and ensure governance of the Global IT Service Portal structure & content related standards and guidelines, including all portal-based service offerings (e.g. requesting help, requesting services, requesting knowledge & information), in close alignment with the IT Technical Service Manager of the underlying solution
- Drive the ongoing implementation and ensure governance of the Global IT Service Portal Mobile Strategy in close alignment with the GIT End User Computing Team
- In alignment with all involved parties, ensure that there is an integrated and continuously improved approach to the design and implementation of Request Fulfilment processes (and other), based on the Global IT Service Portal
- Build and maintain a positive relationship with the adidas user community to continuously identify and implement user’s requirements with regard to the accessibility and usability of the Global IT Service Portal
- Direct, guide and support IT Operations Managers / Service Owners regarding all IT service portal related topics, uncertain situations or conflicts
- Consult IT Operations Managers and Service Owners regarding the efficient and effective utilization of the Global IT Service Portal for their respective service-related requirements
- Ensure that all IT Service Portal based processes support the smooth running of services
- Identify the need for, provide training material and coordinate & perform trainings to all parties utilizing the Global IT Service Portal
- Act as the functional responsible for the Global IT Service Portal as part of the Global Service Management solution
- Support the implementation of IT Service Management (ITSM) Projects, as part of the ITSM roadmap
- Develop and nurture interpersonal relationships
- Solid experience working effectively in an international team, fostering collaboration, teamwork and providing the required level of advocacy to appropriate stakeholders
- Demonstrated analytical and problem solving skills with an innovative mindset
- Ability to work independently, dynamically and as a self-starter
- Experienced in using self-learning methods to acquire new service management methodologies and skills
- IT Knowledge Areas: Service Now, ITIL, Request Fulfillment,Self-Service, Process Automation, Workflow Design, End User Experience, Service Management Tools, Project Management, Business Analysis
- Educated in Business Computing, Information Technology or Engineering related subject
- ITIL v3 Foundation certification
- Knowledge of adidas Group Organizational Process Landscapes at a Global & Market level
- General comprehension of complex IT environments and interdependencies
- A minimum of five years IT Services experience across multiple geographic locations
- Knowledge of methods and techniques applied in IT delivery environment
- Project management experience or participation in IT projects
8
IT Service Manager Resume Examples & Samples
- Supports intake requests for internal and external cloud services
- Gathers and analyzes requirements on proposed and current product functionality
- Serves as a product representative to business partners
- Tests and validates product functionality supports stated business requirements and needs
- Works with operational managers on implementation of cloud services into production environment
- Strong client service orientation and communication (written & verbal) skills
- Ability to work independently, with strong organizational and flexibility skills in a team-oriented environment
- Lead cross-functional business process re-engineering activities and continuous improvement efforts
- Lead organizational change management activities associated with delivering and implementing new cloud services
- Develops, maintains and executes test scripts/conditions to validate functional specifications and requirements
- Demonstrated analytical and problem solving skills when working with ambiguous information. Evidence of staying in alignment with stakeholders and management and create/suggest solutions that drive work forward
- Ability to manage multiple concurrent and competing priorities
- Ability to look at issues from a broad perspective to identify alternatives to difficult situations or problems
- Detailed understanding of requirements, interdependencies and impact on the business
- Strong ability to document requirements and process flows
- Ability to capture and create functional requirements in use cases. Coordinates walkthrough and sign-offs, verifying with stakeholders that use cases and process documentation accurately portray specific business needs
- Basic understanding of cloud and virtualization technologies and concepts
- QA and functional testing of business requirements
- Organizational change management
- 7-10 years of experience in a business analysts or quality assurance role within IT
- Approximately 7-10 years of experience in the Implementation of Virtual Infrastructure Technologies
- Working knowledge of project management practices and methodologies
- Experience working in software development environments
9
IT Service Manager Resume Examples & Samples
- Payments to primary care contractors management
- Management of medical records and related courier and storage arrangements
- Probity, assurance and counter fraud activities in respect of the above
- Management of lists confirming the eligibility of primary care contractors to provide services
- Support services for screening activities
- Experience in IT Operational and Service Delivery Experience in a large multi-vendor environment
- Management of CRM and other Enterprise level applications
- Solid technical experience in infrastructure management
- Knowledge of Vendor Management, and establishing Support Framework agreements
- Experience of working in a challenging environment where tact, diplomacy, excellent relationship management and communication skills are critical to positively influencing relationships with a wide range of stakeholders
- Understanding of ITIL processes
- Previous experience of liaising with, and mediating between, numerous senior stakeholders
- Good project management skills. Ability to plan, organise, and direct teams in line with changing priorities
- Ability to raise risks and issues in a timely manner to the right people at the right time
- Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution
- Ability to influence key stakeholders as well as wider teams and peers
10
IT Service Manager Resume Examples & Samples
- Build an application support team for two new web portals (initially), including staffing requirements, hiring, and onboarding of staff
- Coordinate, supervise, and be accountable for production support activities of a distributed team of employees and contractors located onshore and offshore. Support activities include, and are not limited to, incident management, problem management, change verification, service requests, and operational support
- Be responsible for Operations and Maintenance (OM) budget for the applications in scope; ensure that the budget targets are met
- Effectively communicate with IT and business stakeholders, including senior management and executive levels
- Direct and manage special projects, such as product lifecycle management (PLM) upgrades, as needed
- Identify process improvement opportunities to ensure the team’s performance, as measured by key performance indicators, meets or exceeds organizational goals
- Develop and coach direct reports and others as identified
- Identify, develop, and promote proactive approaches to prevent issues from occurring and recurring
- Participate in high - priority incident calls and emergency activities outside of standard office hours as needed
- Effectively manage unknowns and successfully navigate a complex organizational landscape
- Effectively manage multiple priorities at a time
- 5+ years of application development or application support experience in a large enterprise environment
- 2+ years of experience leading teams and / or managing workloads for team members
- Prior experience leading distributed teams
- Prior experience with web portals technology
- Ability and willingness to hold on - call responsibilities to respond to system issues outside of standard office hours as needed
- Prior experience leading development and / or support for large, critical applications (preferably on multiple platforms)
- Bachelor's degree in Information Technology or a related field
- Experience with ITIL processes
- Previous experience with Level 1 or 2 IT production support
- Experience with responsibility for budget
- Experience with offshore resources
- DevOps experience
- Java experience
- AEM / CQ5 experience
11
Emeia IT Service Manager Resume Examples & Samples
- Point of escalation for high priority service issues
- Own regional Supplier Management – 3rd party IT service contracts, reviews, SLAs and continuous improvement
- Lead and manage a team of Country IT Service Managers and Technical Specialists
- Resolve IT service escalation issues in a timely manner by engaging appropriate IT teams
- Implement and manage processes and procedures to manage the escalation queue
- Provide support for stores and offices, through a team of local resources, in key flagship markets (London, Paris, Milan, Rome and Dubai)
- Manage a team of 4 x Country Service Managers and 4 x Technical Specialists
- Manage moves and changes to IT equipment and services that fall outside of Store deployment projects
- Work with business teams (Operations, Digital Advisors, Retail Management) as their advisor on and owner of IT and service issues
- Carry out regular reviews of service levels and IT issues across the Region and formulate resolution plans
- Analyse service data and provide regular (weekly) reporting on service levels to the business and IT management
- Small-Project Management/Delivery
- Support the successful transition of all Store Deployment Project/Programme completed across the region, into the BAU (Business-as-Usual) support structure
- Major Incident Management – Participate in regional escalation coverage rota, covering weekends and peak trade periods throughout the year
- Perform any other appropriate duties as delegated by line and functional management and IT Leadership Team
12
Senior IT Service Manager Resume Examples & Samples
- Drive results - Oversee all aspects of a service, or family of services, to create and deliver superior customer satisfaction while simultaneously creating value
- Coordinate SLA/OLA creation, reviews, and updates
- Ensure targets are not breached and provide monthly performance reports at the business level
- BA/BS preferred in Computer Science or a related technical field
- Subject matter expertise in a particular technology
- Familiarity with business Demand Management and Release Management
- Ability to quickly learn
13
IT Service Manager Resume Examples & Samples
- Accountable for managing end-to-end service lifecycle of one or more IT Services
- Accountable for Incident Management, Major Incidents, Problem Management and Change Management for Application Services
- Responsible for an effective relationship with business stakeholders
- Establishment of Monthly Service Review Meetings
- Accountable for managing problem solving, especially with respect to second level support where the Service Desk is unable to resolve the end user(s) problems,
- Ensuring Suppliers are meeting SLA’s and escalating issues regarding Performance of Suppliers to Service Owner
- Working with business leaders and managers to prioritize maintenance, problem and enhancement requests, as well as planning & scheduling maintenance problem and enhancement releases so that they can be implemented on-time, on-budget and with minimum interruption to the business(es)
- Coordinating all cross-functional Technology requirements, activities and resources for system changes and upgrades in the absence of an assigned Release Manager
- Responsible for ensuring that the service entry in the Service Portfolio/Catalogue is accurate and is maintained
- Works closely with Technology management, Project Managers, Business Analysts, Developers, Solution Architects and Quality Assurance analysts, who are pursuing business initiatives and projects that will impact the application system(s) he/she is in charge of
- Advocate for the service and continual service improvements by assessing opportunities and presenting ideas to stakeholders and IT management
- Ability to understand and assess global IT implications of work undertaken
- Ability to think out of the box, solve problems, encourage innovation and manage change
- Ability to perform effective stakeholder management – adjusting communication delivery to suit audience, and adjusting behavior to suite political environment(s)
- Highly experienced and knowledgeable of the business processes used by the business unit(s) he/she supports
- Business knowledge to understand the relevant business objectives and issues
- Reporting on application status and service management
- Contributions to the business continuance planning and disaster recovery plans working with Service Owner
- Post Incident Reviews and action plans
- Reporting of Supplier issues and ongoing action plan
- To put the interests of clients and the integrity of the market at the heart of the way you do business
- Highly innovative, strong problem solver and will not settle for the first solution
- Ability to build strong working relationships, with IT and business managers
- Excellent and effective communication skills
14
IT Service Manager Tools Resume Examples & Samples
- Analysis & Design - Lead, analyze, design, configure, and tailor HP Service Manager environment to meet business requirements
- Systems Integration - Develop integration solutions between HP Service Manager, and other internal systems
- Perform daily operations and administration activities for IT Service Management platform applications such as HP Service Manager, Connect-IT
- Manage the overall ITSM platform health through active monitoring, performance tuning, capacity management and license management
- Perform installation, upgrade, and patch management of vendor products
- Generate management reports using vendor tools to provide platform metrics
- Manage vendor technical support engagement to resolve critical platform incident management needs
- Implement technology solutions that meet or exceed customer expectations
- Strong working knowledge of HP Service Manager, JAVA and Perl Script development
- Hands-on configuration and tailoring experience using HP Service Manager 9 and Connect-IT with an Oracle RDBMS
- Experience with Service Manager modules (incident, problem, change, request, configuration, knowledge management)
- Experience and knowledge in building integration scenarios using Connect-IT and Web services
- Knowledge or experience in ITIL best practices (preferred)
- Proven track record of delivering and supporting IT Service Management solutions, systems and applications
- Strong working administration and systems management knowledge of Service Manager and other vendor products
- Hands-on experience with installation, configuration, and administration of HP Service Manager 9.x
- SQL development (Oracle preferred)
- We are looking for a person with at least 1.5 - 3 years experience on managing HP Service Manager
15
IT Service Manager Resume Examples & Samples
- Provide hardware/software complex incident and problem analysis, diagnosis, and resolution. Act as a Level 2 escalation point for ISDs/OSS for complex requests related to workstation and software, email & messaging, voice support, mobile devices, other OA technology
- Assist the CCOA ESI Projects implementation team and the CCOA Workstation engineering teams in software releases and roll-outs
- Prioritization of work requests with sense of urgency to ensure SLA compliance
- Ensure appropriate identification and provision of escalation to the SCOA Manager, CCOA teams or other IPC teams
- Continual Service Improvement
- Team Leadership of SCOA - OSS Team
16
IT Service Manager Resume Examples & Samples
- Review the monthly CSM revenue and ensure that all CSM related services are correctly billed
- Contribute to the growth of both SM and OOB revenue of additional services
- To develop a close working relationship with SITA's account director[s]/manager[s] and to actively contribute with Sales in identifying and winning new customer business opportunities or contract renewals
- To contribute for profitably managing organic revenue growth of the contracted services with our customers
- To provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external costs
- 3 years or more management experience in a customer facing environment, ideally working independently
- Experience in Airline/Air Transport industry would be an advantage
- Experience of working in a matrix management environment is desirable, ideally multi-cultural
- Experience of continuous service improvement methods is desirable
- Service Management process knowledge (ITIL Service Support and Service Delivery)
- Ability to build relationships with peer and management levels both with clients and the company management
- Ability to work under pressure (e.g. during crisis) and multi-task
17
IT Service Manager Resume Examples & Samples
- Provide governance and oversight over the Anti-Malware service, including operating models, technology and people
- Provide input into the development and improvement of processes and procedures for preventing, detecting and responding to malware threats
- Develop, track and communicate metrics and KPIs to measure the performance of the service
- Participate in thought leadership, act as an ambassador for the service, attend industry events, forums and be active in the community
- Define service roadmaps and strategies and drive continuous improvement and projects
- Maintain an awareness of attack patterns and detection trends and use this knowledge to bring solutions to enhance the service and capability, including security operations detection and response
- Perform security research and excellence activities
- Maintain relationships with industry peers and vendors to understand current trends, ideas and input into future requirements and strategy roadmaps
18
IT Service Manager Resume Examples & Samples
- BA or BS required; MA or MS or other advanced degree in a field related to business or information technology management highly desirable
- ITIL v3 Foundations certification required; ITIL intermediate (or higher) certifications strongly preferred
- 4+ years’ experience managing people, process, or projects, including at least two years of service management experience
- Proficiency in JavaScript, as well as familiarity with reporting software, ITSM tools, and diagramming and project management software is strongly preferred
- Demonstrated focus on customer service, user experience, and delivery of organizational priorities
- Experience implementing one or more Service Management processes (e.g., Knowledge Management, Request Management) in an IT service organization
- Leadership skills, including specifically the ability to
19
IT Service Manager Resume Examples & Samples
- Manages technical staff in developmental or operational activities, normally within a single function
- Functions with a high degree of independence with minimal direction
- Has considerable latitude in determining objectives and approaches to assignments
- Applies extensive technical expertise; leads the development of new techniques and standards, and of technical solutions that require creativity and ingenuity
- Guides completion of major programs; may function in a project leadership role
- Represents organization as prime technical contact on projects; interacts with senior external personnel on significant technical matters
- Manages Service Delivery personnel, including hiring, training, and evaluation
- Develops technical staff, service levels, and metrics to monitor and maintain corporate and local standards
- Evaluates, selects, and manages the implementation of computer equipment and software for areas of responsibility
- Develops implements, evaluates, and adjusts IT strategic plan for areas of responsibility
- 10 years of professional services industry experience required
- 4 years of experience as an IT Manager with fiscal responsibility required
- BA/BS or equivalent combination of education and specialized experience required
- Experience managing technical staff in developmental or operational activities, within multiple functions required
- Experience leading staff in the development of technical solutions to problems of unusual complexity scope that require a high degree of innovation and ingenuity, and in the application of advanced extensive technical principles, theories, and concepts required
- Experience working under general direction toward long-range goals and objectives required
- At Jacobs, we help prepare people for new opportunities and challenges. With positions at every level, openings in multiple disciplines, expertise in a range of markets and offices around the globe, we create an environment where you can learn, grow, and thrive. From our competitive benefits program to our Health and Safety initiative of Beyond Zero workplace injuries, we believe that you'll find a flourishing career here at Jacobs
20
IT Service Manager Resume Examples & Samples
- Build on the support of an existing enterprise clinical application
- The role would be accountable for supporting two primary areas within the support matrix: Integration of Services and audit / gatekeeper of service deployments
- Coordinate, supervise, and be accountable for knowledge of all interfacing applications, services, HW, utilities and activities that support the Enterprise Clinical Application in scope
- Direct and manage special projects as needed
- Identify process improvement opportunities to ensure system availability as measured by key performance indicators and availability metrics and SLA
- Develop and coach others as needed
- Prior experience leading support and identifying control gaps for large, critical applications (preferably on multiple platforms)
- Ability to respond to system issues outside of standard office hours as needed
- 5+ years of application development (or support) experience in a large enterprise environment
- Prior experiences leading distributed teams
- Ability and willingness to hold on - call responsibilities to respond to system issues 24x7x365
- Application development experience
21
IT Service Manager Resume Examples & Samples
- Define, analyse, plan, manage, measure, improve and provide ownership across your assigned portfolio of services through-out their entire lifecycle
- Negotiate Service Level Agreements, ensuring all processes and underpinning contracts with external suppliers are appropriate, measurable and regularly reviewed
- The identification and application of techniques for monitoring and continuously improving the quality of functions or processes related to operational services
- Ensure technology services and infrastructure plans are in place to deliver the agreed capacity and performance targets in a cost effective and timely manner
- Management of the lifecycle of all service-affecting problems with the aim of preventing incidents from happening or minimizing their impact
- Identify, assess and manage risks that could seriously impact technology services; this includes ensuring the provision of services to minimum agreed service levels in cases of disaster, planning for their recovery and testing those plans and related processes on a regular basis
- The jobholder must have full service lifecycle and significant experience in a services management role
- Experience of management accountability without having line management authority (that is, delivering success within a matrix structure using influencing and negotiating techniques) is essential
22
IT Service Manager, Salesforce Resume Examples & Samples
- Proven people management experience,
- Salesforce.com experience,
- Deep knowledge about engineering and business,
- Demonstrated experience of successfully managing within the offshore environment and working with offshore vendors,
- Demonstrated success in Managing IT services and projects,
- Excellent influencing, communication and stakeholder management skills
- Knowledge about sales processes,
- Industry certification in Salesforce.com or ITIL,
- Line management of Service team up to 10 direct reports,
- Maintain relationship with Markets to manage escalations and drive adoption/utilisation though customer boards,
- Serve as point of contact for service operations with IT Groups, Programmes, Projects and Business teams,
- Pro-actively manage and communicate Major Incidents,
- Define, document, agree, monitor, measure, report and review the level of IT services provided,
- Work with the Service Design & Transition manager to define service requirements and transition new applications or major changes into service operation,
- Ensure compliance to all ITMS, PMO & Validation processes across all the Sales Excellence organisation and other Business Unit IT engagements,
- Accountable for Production environment stability
23
Senior IT Service Manager Resume Examples & Samples
- BS degree in Technology field or equivalent work experience
- 5-7 years of progressive management experience in IT
- Demonstrated ability to successfully implement ITIL Service Support and Service Delivery
- Demonstrated ability to identify, scope and implement technology best practices
- Vendor Management experience; preferably including mobile and SaaS service management
- Experience introducing processes were none existed
- Excellent customer service and communication (oral, listening and writing) skills
- Excellent problem solving, time management and organizational skills
- Ability to interact with all levels of management
- Able to analyze data and trends, prepare and present recommendations and the ability to obtain, review, analyze and compile information from multiple data sources
24
IT Service Manager Resume Examples & Samples
- Proven experience in supporting applications
- Strong verbal & written English communication skills
- Ability to learn new concepts and software independently and quickly
- Technology and data understanding
- Experience in managing small to medium team
- Knowledge of CRM systems
- Knowledge of Salesforce.com (SFDC) or Veeva
- Experience in databases and data management
- Experience in XML/HTML, .Net, C#
- Experience in Informatica PowerCenter or other ETL tools
- Managing team that
- Ensures availability, reliability and quality of GSK interfaces working with Veeva CRM system
- Monitors and manage data quality
- Provides operational monitoring of the system and its interfaces
- Develops, deploys and maintain tools improving or automating service tasks
- Will provide root cause analysis and bug resolution for complicated issues
- If your application meets our requirements HR team will present your CV to the hiring managers
- Within next 2 weeks we will invite you for the interview with manager
- Just give us few days and we will come back to you with the feedback
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IT Service Manager Resume Examples & Samples
- Proven experience in service management for international customers
- Process and data understanding
- Knowledge of Salesforce.com (SFDC) or Veeva CRM
- Manage service for internal CRM customers
- Monitors and manage service levels (SLA), agreed KPIs
- Ensure proper level of knowledge and service adoption in regions
- Establish and maintain good working relationship with your customers
- Receive and handle service escalations
- Support customers in navigating related IT and business processes
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IT Service Manager Resume Examples & Samples
- Detailed knowledge of Service Management Frameworks including ITIL
- Detailed knowledge of Incident, Problem and Change Management practices
- Ability to identify and deliver process improvement opportunities
- Understanding of how to leverage outsourced suppliers and internal competency center’s to deliver services
- Experience of working with Service Transformation projects
- Knowledge of mainframe, midrange and cloud computing environments
- Readily embraces change and makes change happen
- Structured and methodical approach to problem solving
- Self motivated with focus on results and deadlines
- Good judgment and decision maker
- Broad understanding of technology and infrastructure components and services
- Service Management Leader
- Process Leadership and Continual Improvement
- Internal and external supplier Management
- Lead business and customer service reviews where appropriate
- Measure customer satisfaction and lead customer satisfaction improvement initiatives
- Deputies for Head of IT Operations when required
- Define the process, controls and measures to effect the delivery of IT services to ensure high availability and support capability
- Provide escalation management for internal and external customers where appropriate
- Monitoring and control of 3rd party costs where appropriate
- Provision of business volume and software/patching roadmap information
- Continuous focus on reducing the costs and resource requirements of the existing systems at the same time as increasing availability
- Other additional duties as can be reasonably required to fulfill the role
- Experience of working in an outsourced Service Management environment
- Experience in delivering to SLAs in a complex technology environment
- Experience of managing the delivery of IT services in an International, Matrix organization
- ITIL Foundation Qualification (v2 or v3)
- Direct exposure to customers in a service support role
- An understanding of all IT platforms including: network, software development life cycle, mainframe, midrange and PC/LAN architectures
- Knowledge of Software Development Life Cycle
- 3 years of IT Services experience
- Intermediate/Advanced English level (required)
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Global IT Service Manager Resume Examples & Samples
- Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability
- Own specific IT Services and ensure their effective delivery, management and improvement to meet the business needs
- Manage the staff of the service desk, including motivating them, hiring, training, termination, reviews and overall performance evaluations and training
- Develop, manage, measure and report on key service-level metrics
- Strive for continuous improvements of the incident management and service request processes as well as the integration of both with other IT operations management processes (problem, change, asset)
- Build and maintain relationships with all IT teams to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
- Advance the use of a knowledge repository to share information among all levels of IT service and support
- Prepare cost analyses, budget plans and participate in purchasing decisions as needed
- Responsible for managing IT Service Management processes, all associated tools and vendor relationships
- Perform end-user satisfaction surveys and develop action plans to address areas needing improvement
- Be the voice of the end-user to the larger IT organization
- Responsible to develop, execute, manage and measure User Identity processes. Work with other IT areas such as Cybersecurity and IT Controls, to insure compliance
- Responsible for asset management associated with end-user computing. Current that would include laptops, desktops, monitors, tokens, mobile phones
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IT Service Manager Resume Examples & Samples
- Subject matter expertise in both the business and technology
- BS Degree in Computer Science, Business or related field preferred
- Progressive leadership experience over 5+ years in an IT environment with significant business exposure
- Pharmacy and or pharmacy business experience preferred
- Able to anticipate customer needs and expectations
- Able to influence associates who are not in your direct reporting structure
- Demonstrated strategic agility
- Advanced interpersonal skills; able to establish and maintain relationships and navigate formal and informal networks to create results
- Clear understanding of project capital and expense budgeting and accounting skills and the related financial systems
- Advanced communication, negotiation, and conflict resolution capabilities at all levels of management
- Advanced ability to adapt to change, handle pressure, and adjust plans to meet changing needs, and solve problems creatively
- Advanced decision making skills
- Advanced analytical and problem solving skills to evaluate issues and apply knowledge to identify and implement appropriate solutions
- Strong ability to prioritize work load, consistently meet deadlines, and take the appropriate level of independent action when necessary
- Able to travel a minimum of 25%
- Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus
- 25% or more time is spent looking directly at a computer
- Ability to move and/or lift up to 15 lbs
- Ability to deal with stressful situations as they arise
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IT Service Manager Resume Examples & Samples
- Oversees, facilitates and administers ITIL based service support
- Responsibilities include the management of service delivery processes which may include incident management, request management, change management, problem management, configuration management and service level management
- Ensures effective communication and coordination of problem-solving efforts between support teams, field service personnel and customers
- Presents operational and service level reports and explains service level support
- Presents problem analysis and recommended solutions in a creative and logical manner
- Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels
- Works with minimal direction
- Provides process and policy advice
- Leads continuous improvement activities in support of customer or internal business processes
- 8-10 years of relevant experience or equivalent combination of education and work experience
- Solid ability to create, maintain and document processes
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IT Service Manager Resume Examples & Samples
- Bring external perspective and ideas from relevant sources, keep current with technology, government/policy impacts and industry best practices
- Build and maintain relationships with team members, management, key stakeholders and/or external contacts (vendors, etc.)
- Define the core work definitions/operating model, demonstrating the step-by-step life cycle of the process and document the execution process flows
- Ensure compliance with Navy Federal Credit Union IT standards and best practices
- Evaluate performance and trends of Service(s) to internal customers (business units), ensuring alignment with defined KPIs, SLAs and OLAs
- Perform benchmarking and trend analysis to incorporate continuous improvement or defined enhancements into the Service(s) functions
- Bachelor's Degree in Information Technology, Computer Science or the equivalent combination of training, education, and experience
- Exposure to working with all levels of staff, management, stakeholders, vendors
- Effective relationship building, negotiation and facilitation skills
- Effective research, analytical, and problem solving skills
- IT Infrastructure Library
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IT Service Manager Resume Examples & Samples
- Planning skills, project management skills,
- Experience in change and release processes,
- Experience in compliance processes and procedures,
- Good understanding of Salesforce.com, Veeva ,
- ITIL experience,
- Ability to self-manage the schedule of work, adapting flexible to changing priorities and circumstances through a disciplined and logical work style
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Senior IT Service Manager Resume Examples & Samples
- Work closely with IT Field Support & Relationship Manager on IT Service & Support initiatives and any other tasks as required
- Deliver IT Service Desk function, policies, and procedures
- Provide process and management support, advice, and direction to Service Desk team
- Develop and administer Service Desk staffing resource allocation and scheduling
- Perform necessary and appropriate Service Desk Management HR and administration functions, including but not limited to interviews, on-boarding, performance evaluation, career development, and disciplinary actions
- Collaborate to ensure that Service Desk Activity metrics and supporting metrics are produced and delivered
- Maintain overall ownership, monitor, track, and ensure quality assurance for all incidents and service requests
- Act as point of contact for IT customer and end user management communication and escalation of issues
- Ensure delivery of Service Desk staff skill assessment and training plans
- Provide input to Service Desk Owner and Incident Management Owner regarding Continuous Improvement opportunities
- Provide communication to end users concerning the status of Incidents, Service Requests, and changes
- Compile data through Incident entry that will be used for management information and reporting
- Assist with trend and root cause analysis; identify and communicate problem trends; identify and communicate gaps in department knowledge required to resolve specific problems
- Maintain established service level agreements to meet customer expectations and quality standards
- Establish and maintain relationships with internal technology teams and business users
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IT Service Manager, Documentum Resume Examples & Samples
- Knowledge of ITIL,
- Professional experience in service management – at least 1 year,
- People management experience within a medium size team,
- Client management skills, the ability to drive outcomes & manage client expectations,
- Good understanding of business area strategic goals, processes and workflow, and of the IT tools deployed in support,
- Experience in managing outsourced suppliers
- ITIL certificate,
- Experience as a service specialist,
- Hands – on experience in managing the application
- Cope with Documentum – application used for management of documents content, globally used across GSK,
- Serve as point of contact for service operations performance with the IT Business Partner and IT Delivery teams,
- Support number of applications and providing continuous improvement,
- Implement overall service strategy and long - term vision,
- Monitor service performance against SLAs and produce service reports and escalate as required for business critical impact,
- Liaison with vendors to ensure support services is maintained
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IT Service Manager Resume Examples & Samples
- Supports the design of IT technology within network, communication, and hardware systems
- Performs analysis and translation of business, information, and technical requirements to achieve IT solutions that meet business needs. Supports the design and development of IT systems
- Assists with the development of design specifications and deliverables that support system enhancement
- Collects and analyzes information regarding technology processes and systems
- Assists the design of network infrastructure, plans, and designs. Performs capacity and resource analysis and planning
- Assists the planning, designing, and allocation requirements of the enterprises various telecommunications platforms
- Supports other technical IT functions including Data Security and Disaster Recovery
- Achieve SLAs on incidents and problems
- Manage and resolve incidents and problems
- Coordinate efforts between business partners
- Be the point of contact between business and technical team in regards to production environments
- Gather data and analyze incidents and problems to continuously improve processes
- Development, maintenance, and standardization of documentation of processes and environments
- Work with multiple teams and applications
- Help balance workloads between resolversand teams
- Work closely with the operation managers
- Assist in troubleshooting incidents and problems
- Manage and create change requests
- Previous service management experience
- Strong process analysis and critical thinking skills
- Technical understanding and background
- Data analysis and reporting skills
- Investigative skills with attention to detail and action-oriented problem solving
- Documentation skills – able to clearly summarize and document ideas, conversations, and processes
- Highly motivated and willing to take initiative
- Able to prioritize multiple tasks with or without supervision
- University degree in Computer Science or a related discipline plus generally five years ofdirectly related experience
- Working technical IT experience in area(s) of specialty
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IT Service Manager Months Resume Examples & Samples
- Build strong partnership with the local business stakeholders and IT service providers (internal and external) that allow to prioritize and shape IT strategies and solutions that add value and enable the businesses to achieve their goals. Pro-actively identify and develop opportunities for IT to create additional value for the business
- Support the business functions in development of business cases for either changes/improvements to existing IT systems/processes or the introduction of new IT solutions. Involve proper IT and non IT stakeholders, specialists and business consultants necessary to deliver business case
- Lead the deployment of global IT projects, policies and processes across the business community
- Ensure IT projects are set up with the appropriate governance and actively lead/support the successful project start and delivery
- Regularly measure and analyze customer satisfaction and ensure necessary corrective/improvement actions are taken
- Lead/facilitate major end-user escalations and lead/coordinate the CH IT response to crisis situations, like unavailability of a critical system, data loss, FLU Pandemic, etc
- Ensure local IT services/systems are implemented and managed according to global GSK quality, risk and compliance standards. Provide guidance to business users on these standards. Where deviation of standards occur, own and drive resolution to mitigate risks, ensure business continuity and meet regulatory and legislation requirements
- Encourage business users to modify their processes and/or ways of working to derive the planned benefits from the new or changed IT system
- Where local applications are owned by the business, the role will support the business owner with the full IT lifecycle management and ensure adequate support models are in place
- Good knowledge of system design principles and methodologies including requirements management, change management, issue management and quality control
- Good knowledge of business processes and good understanding of how the business processes are supported by key IT systems (ERP, CRM, HR respectively)
- Demonstrate a customer focus behaviour and associated customer/account management skills
- Demonstrate influencing skills at all levels and cultures to manage business expectations
- Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services
- Ability to make appropriate technical decisions, initiating action to resolve operational issues
- Ability to manage complexity and derive simplicity from it whenever possible
- Strong matrix management skills, including networking and teamwork abilities
- Strong multi-tasking skills and prioritisation skills with a flexible attitude as priorities change
- Strong verbal and written skills (English and French)
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IT Service Manager Resume Examples & Samples
- Service Management (On-call Incident Management)
- 4+ years of experience in Information Technology supporting a complex production environment integrated with multiple partners in the research, workaround and resolution of issues
- Solid experience in managing ITIL processes
- Flexibility with working hours as required for leading 24/7 on call support group
- Attention to detail, strong work ethic and results orientation
- Flexibility to support and manage multiple projects/deadlines simultaneously
- Ability to communicate complex issues clearly and concisely
- Proven experience leading technical teams
37
IT Service Manager Resume Examples & Samples
- Create, regulate, measure and analysis of IT KPI reports together with the appropriate management of results
- To attend customer meetings (on premise/conf calls)
- Build new customer and business relationships at an operational level
- Conducting formal and documented service reviews
- Improve and develop the business relationship with the IT function
- Improve and develop the customer - IT relationship through Service improvement initiatives
- Monitor and report KPI's, Targets and Service Levels - weekly and Monthly
- Improve service effectiveness and efficiency
- Key stakeholder in management and board meetings
- Keep customers informed through open, transparent and key communications
- Support contract renewal activity - internal and external
- To own and manage the Change Management function; Major Incident Management function and the Problem Management function
- The escalation point for operational and service management issues
- To be an ambassador and play a key role in IT operations
- Help to build, create and maintain the IT Service Catalogue
- Build and improve the Service delivery document
- Taking accountability for process management and improvement
- Create and maintain a log of SIPs and MIRs
- Feedback any suggested enhancements to management by way of SIPs and PIDs
- To investigate Service Desk and Operations Escalations and Complaints
- Managing customer satisfaction
- Liaising with intermediate support teams within the department and also 3rd party companies ensuring issues don't get disregarded
- Develop, implement, and manage operational standards and escalation procedures to ensure service levels are maintained at a consistent level
- Monitor the effectiveness and quality of IT activities
- Troubleshoot areas of poor performance in order to identify effective solutions to resolve issues
- Identify best practices in service through continuous improvement initiatives
- Understand when there is a need to escalate regarding customer issues to appropriate peers
- Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulation, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business
- Take all reasonable steps to ensure the part of the business for which you are accountable for demonstrably complies with applicable laws, rules, regulation, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business. If shortcomings are identified take responsibility for remedial action planning, and action in conjunction with the relevant experts within the firm
- Comprehensive knowledge of IT systems; ideally a degree in Information Systems, Computer Science or equivalent
- Minimum 5 years’ experience within IT support
- KPI Management and reporting
- Ability to create a positive working relationships throughout the organisation
- Highly customer focused
- Excellent organisational and time management skills
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IT Service Manager Resume Examples & Samples
- Proven experience in a customer facing IT service management role
- Experience of supporting large revenue generating services with a FTSE 100 or FTSE 250 organisation
- Experience of e-Commerce and telephony platforms
- Experience of managing large IT vendors with proven ability to negotiate commercial agreements
- Educated to degree level/professionally qualified in a relevant discipline or proven equivalent working experience
- Qualified to ITIL Foundation V3 at a minimum
- Proven track record of ensuring services are measured and improved
- Ability to translate technical reporting and discussion into customer outcomes and accurately identify areas of risk
- Ability to manage a significant work load, achieving tight deadlines whilst under pressure
- Ability to think creatively and independently whilst adhering to company policy and procedure
39
IT Service Manager Resume Examples & Samples
- Ensuring issue-free operation on the basis of service mgmt. according to ITIL by takeover accountability of all service components and service dependencies
- Full responsibility for service budget, scope and quality
- Plans and monitors the service budget and resources
- Escalates in case of deviations
- Act as a quality gate keeper to ensure operational readiness for changes/ new releases/ initial rollout in countries, e.g. as representative in Change Advisory Board
- Manage the service design and maintain the related service catalogue items (incl. service description)
- Implementation of the service improvement plan (SIP), capacity plans, availability plan, IT service continuity plans
- Implementation of IT Service Mgmt. processes for the responsible Services
- Assurance of IT-based service quality accord. to SLA/OLA
- Derive improvement measures and track their implementation development and provision of figures in terms of costs of the services and the degree of fulfillment of SLA
- Coordination of service processes in close cooperation with other IT process owners (incl. Incident, Change and Configuration Mgmt.)
- Responsible security management for the service components
40
IT Service Manager, Salesforce Resume Examples & Samples
- Proven experience of leading service team,
- Bachelors degree,
- Well developed leadership skills, as well as cooperation skills
- Experience with Veeva or Salesforce platform,
- ITIL experience
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IT Service Manager Resume Examples & Samples
- Manage service reviews
- Manage customer demand, identify areas of focus
- Manage and report service quality / demand consumption
- Allocate partner resources
- Shape new demand / IT projects
- Supplier management
- Service Improvement
- IT service management
- Fluent verbal and written Italian and English
- Experienced working with / managing partner organisations and offshore
- Strong listening, verbal and inter-personal skills
- Generalist IT experience with a focus on Microsoft and SAP, must be able to coordinate and understand end-to-end IT service delivery
- Rolling stock and manufacturing experience desirable
42
Lead IT Service Manager / Problem Manager Resume Examples & Samples
- Ensure best practice and continual improvement in delivery of service to the business
- Establishe productive relationships and networks at Senior Management level to build and maintain customer relationships
- Proactively anticipate the customer’s needs, adjusting services accordingly through the contract change process Collect, analyse, collate and maintain service data from relevant (other) customer suppliers to provide consolidated management information
- Deliver a robust and effective problem management service across the ecosystem partners
43
IT Service Manager Resume Examples & Samples
- Responsible for all Ask IT service provision globally, occasionally requiring travel and extended / unsociable hours
- Co-owns global processes
- Responsible for Ask IT team recruitment, retention, performance measurement and continuous improvement plan
- Member of Service Management continuous improvement project team, Service Management leadership team and Customer Service management team
- Line management of the UK based Ask IT team
- Contributes to IT problem management process through problem identification, development of known error and workaround definitions, and verification of problem resolution
- Team operates agreed business / IT processes including joiners & leavers, major incident and hardware / software requests, ensuring audit and policy compliance at all times
- Leads and participates in ‘shift left’ projects to identify and implement projects which move service activity to Ask IT from other IT teams
- Produce daily reports for line manager and ad hoc anecdotal reporting for others
- Be available to work flexible shifts
- ITIL qualifications (desirable)
- Excellent verbal and written English language
- Running a multi-lingual 24x7x365 service desk
- Working with an international business, preferably a retailer
- Organised and able to multi task
- Strong problem solving experience
- Expert in dealing with customers via phone, web and email dialogue and strive to exceed expectations
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IT Service Manager, GxP Resume Examples & Samples
- Ensuring an optimum delivery of IT services and driving the adoption and continuous improvement of service management practices to maximize operational efficiency
- Establishing relationships with the customers, suppliers & internal service partners to ensure alignment of operational plans on service delivery and to maximize the effectiveness of the IT services
- Acting as primary escalation point for business users and stakeholders for service issues, including special situations management
- Leading service management processes, tools and documentation alignment across IT services globally
- Leading the implementation of new services and/or extension of existing services and/or optimization of service management processes interacting with Business Engagement Managers, Solution Architects, Customers, and Suppliers & Internal Service Partners
- Monitoring and reporting on service quality and initiating improvement plans
- Supporting and executing the approved plan of securing PMI IT resources, including adherence to all PMI policies and guidelines on security and compliance by driving the assessment, planning and implementation of IT security requirements (policies, guidelines, SOX, GxP, etc) in order to minimize risks
- Ensuring IT expenditures, including capital expenditures are properly monitored, documented, budgeted and approved, in line with local and PMI requirements
- Planning and managing the delivery of consulting and other services by external and internal suppliers in order to ensure delivered service levels meet the business needs
45
IT Service Manager Resume Examples & Samples
- Assure all service assets (systems, applications, infrastructure, and tools) are current and operate within Service Level Agreements
- Work across infrastructure and application teams (ECC, BI, APO, EDI, CRM, HCM) to assure availability, performance, and capacity planning, execution, and operations of SAP applications
- Assure proactive, consistent performance monitoring and tuning of SAP and other core applications
- Anticipate and identify issues that can inhibit service performance. Develop and implement preventive and corrective actions
- Engage and manage relationship with SAP Basis Support Manager
- Ensure that the SAP disaster recovery plan is sufficient to perform a successful recovery, and that the plan aligns with the overall BCP strategy
- Provide leadership in resolving highly complex problems and ensure they are resolved in a timely manner. Lead and facilitate root cause analysis for problem management
- Performance and Tuning. Use system tools to resolve problems in performance and availability. This requires advanced knowledge of cross-platform technologies and the ability to come to good decisions quickly even when all facts are not known
- Engage and manage the vendor to assure IT services are delivered per the defined contractual scope effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks
- Lead prioritization, and communications for critical incidents and service requests which impact services
- Perform system health audits to validate system status
- Develop and maintain Landscape refresh calendar
- Develop and maintenance calendar
- 7-10 years experience within Service Management or Operations of diverse multivendor, multiplatform applications environment
- 5-7 years hands on experience or management of BASIS, PI, Middleware services within core SAP -- APO/BI/ERP/Solution Manager - enabled environment
- Well rounded technical background experience in Windows, Unix, Database, Networking, Storage, HA, DR
- Direct experience working in ITILv3 based service process
- Extensive experience working with outsourced partners
- Experience with SAP HANA is a plus
- Proven experience and ability to manage and deliver IT end to end service through a multi-vendor, multi-application, global outsourced environment in an SAP based environment
- Proven competence to deliver IT end to end services within the ITIL framework
- Ability to measure and communicate key performance metrics for IT services and analyze data to discover opportunities for service improvement and market growth
- Strong Influencing and relationship building within all levels of IT and Business Stakeholders
- Demonstrated IT financial management and planning skills. Ability to benchmark, evaluate and develop value proposition of IT end to end services
- Ability to oversee and influence technology architecture and operations to support service objectives
- Strong English oral and written communications
46
IT Service Manager Resume Examples & Samples
- Position requires 10+ years of IT and business industry work experience, with at least 5+ years working within an IT Service Management organization in a ITSM process leadership role
- Individual contributor with extensive experience in leading the design, adoption and governance of all IT Service Management processes like Incident Management, Knowledge Management, Asset Management, Configuration Management and Change Management
- Significant Experience with ITSM Service Catalog, Asset and “Config” Management fundamentals and tracking
- Strong team player, good analytical and problem-solving skills
- Demonstrated initiative to build relationships, learn new business processes and identify opportunities
- Implementation experience for processes across all ITSM modules is required
- Leads cross functional teams that contribute to the definition of the processes, standards, and methodologies, their adoption and governance
- Ensures adherence by all Lines of Business to the IT Service Management enterprise policies, standards, processes, procedures and guidelines for all ITIL processes
- Responsible for identification of integration points with other processes. Ensures all integrated processes are fully documented and understood
- Responsible for the identification of appropriate automation and process technology support
- Responsible for ensuring analyses of data, establishment of new governance metrics, KPIÆs, and additional reporting
- Partner with stakeholders to ensure ITIL processes are understood, adhered to, and improved
- Interpret metrics and participate in the development of appropriate actionable plans for the definition of a new and/or improvement of an existing ITIL process. This will include detailed tactical steps to drive the changes desired with clearly defined success criteria
47
IT Service Manager Resume Examples & Samples
- Responsible for the operational management of ITIL processes including incident, change, problem, configuration, and asset management
- Provide strong ITIL guidance to ensure processes meet business objectives and are executed at the highest quality level
- Define Service Level Agreements between business units and IT
- Monitor high priority incidents to ensure root cause it identified to drive the reduction of incident recurrence
- Develop and maintain ITIL policies and process documents
- Define processes to maintain an up-to-date and accurate CMDB
- Provide configuration data to other non-ITIL operational entities
- Oversee the global end-point Asset Management process
- Define and execute service reporting
- Facilitate monthly Operational Review meetings with IT leadership to drive potential service and process improvements
- Manage a staff of four direct reports
- Manage small teams of external consultants and developers within the scope of IT projects
- 5+ years of experience with IT service management
- 10+ years IT management experience
- 2+ years of experience with ServiceNow ITIL modules
- ITIL Expert Certification
- Bachelor’s degree in Business Administration or related IT discipline
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IT Service Manager Resume Examples & Samples
- Extensive experience working in a previous IT Service Management role is essential
- Industry best practice knowledge around negotiation and IT service implementation
- Broad experience of working within ITIL framework
- Good knowledge of IT infrastructure; including hardware, databases, operating systems and local area networks
- Experience of contractual discussions and negotiations
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IT Service Manager Resume Examples & Samples
- Have a deep knowledge of a broad spectrum of networking technologies such as L2, L3, L4, load balancers, firewalls, SDN and virtual technology, including the ability to configure with or without a design in any combination of the above
- Maintaining a deep understanding of firm's technology solutions (both deployed and future) keeping up to date on industry trends
- Coordinate lab testing of hardware and software for both standard and nonstandard technology across multiple groups’ highly volatile technical environment
- Create instructional guidelines and principles for the lab environment as well as policies and processes for the projects’ use of the lab
- Generate regular status reports and identify potential problems before they impact project deadlines
- Work well in an ambiguous and changing environment
- At least 10 years of experience in relevant network technologies including experience leading complex initiatives
- Solid understanding of VMware vSphere and Microsoft HyperV
- Solid understanding of Cisco IOS and ASA security devices
- Solid understanding and troubleshooting skills of TCP/IP networks utilizing traces
- Experience designing and implementing lab set-ups with deep knowledge of hardware and platforms currently in use and to-be-used within the firm
- Ability to manage large virtual network environments
- Knowledge of SAN fabric and switches
- Working knowledge of Linux (RedHat, CentOS, SUSE and Ubuntu)
- Strong technology troubleshooting skills and proven ability to resolve infrastructure issues, incompatibilities, etc
- Strong analytical and problem solving, influence-management, decision-making and relationship-building skills
- Strong verbal and written communication, coordination skills are required
- Excellent communication and documentation skills
- Strong analytical skills, organization and decision-making skills
- Executive presentation skills
- Team player & collaborative mind-set
