DaVita Manager, IT Service Management in St. Petersburg, Florida
General Position Summary:
The Manager of IT Service Management is responsible for a subset of ITIL framework processes and manages a team of ITIL process managers & analysts. This includes Self-Service Catalogue, Configuration Management, Knowledge, Problem, Request, Incident, Change, Major Incident, & Major Problem processes.
The manager leads the design, implementation, and continual improvement of assigned ITIL ITSM processes across the enterprise technology landscape.
Responsible for managing and mentoring a team of ITIL process managers/analysts in ITIL framework discipline, ITSM principles, KPI metrics and reporting.
Design, implement, and continuously improve assigned ITIL Processes.
Establish metrics, benchmarking against industry best practices and promoting a culture of continual service improvement
Collaborate with the Service Now team to develop product enhancements according to ITIL best practice
Design and deliver reporting of Service Level Agreements and Operational Level Agreements
Partner with IT leadership, internal subject matter experts, and business stakeholders to develop a Service Management maturity roadmap
Provides training on ITSM theory and methodology to customers, teammates, and management.
Contributes to the development of self-sustainable training programs to drive further adoption of ITIL processes
Establish governance models for processes & documentation to ensure a high level of quality and continual improvement
Project Leadership for ITSM enhancements – Develop project scope, schedule activities, manage stakeholder expectations, and facilitate project meetings.
Act as the point of escalation for process managers, analysts, and customer queries.
Accountable for clear understanding of mission and goals for entire team. Provides clear direction to achieve goals, creating an environment that fosters team commitment and employee engagement. Establishes practices, policies and operating procedures and ensures alignment to departmental objectives and strategy.
Maintains the perseverance to drive and sustain the changes that occur at DMG, while being resilient and flexible, and inspiring and motivating the team. Willing to act as a change agent and models what it means to be comfortable navigating successfully in ambiguous situations where shifting priorities are the norm. Leads the rest of the team in managing change calmly while maintaining focus and producing favorable results.
Constantly communicates to the team, is open to opinions and feedback from team members and follows through on commitments. Understands effective communication across all levels of the organization (both upward and downward) with the appropriate message, the right tone and the appropriate level of impact. Candidate is able to make the complex seem less complex, is a consensus builder and brings people and teams together. Is able to calm tense situations by bringing clarity and organization to the forefront. Ensures each level of the organization has the information needed and the context needed to produce favorable results. Builds strong relationship with IT operational leaders to ensure connectivity to the business.
Creates a work environment in which people are able to perform to the best of their abilities. Recognizes talent and maximizes potential in others. Holds self and team accountable for technical abilities, productive results and leadership attributes of the organization.
Recognizes problems and is able to make recommendations/decisions on the best course of action to remediate. Resourceful at coming up with solutions using existing or available resources based on knowledge of the organization and level of execution effort. Understands IT contracting and procurement through direct experience and is able to maximize results through active management of resources, while driving high performance and output.
Translates initiatives into actions through a thoughtful, organized and well-planned approach. Establishes measurement criteria and systems to track daily processes, implementation of new initiatives and value creation.
Takes independent action by actively seeking information to understand customer circumstances, problems, expectations, and needs. Initiates action to correct problems or notifies others of issues as appropriate Vigilantly watches over job processes, tasks, and work products to ensure freedom from errors, omissions, or defects
Perform other relevant job duties as assigned.
Medium variance in day to day operations due to processes like knowledge, major incident and major problem having a high degree of maturity
High Level of conceptualizing/complexity/problem solving skills required to enhance ITSM service delivery
High degree of independence in job performance and decision making
Interact with internal customers from junior level analyst to senior executive leadership
Errors in judgment could result in business and operational impact
- Manage a team of professionals from entry level to expert level.
Specific Job Skills:
Exceptional listening, facilitation, and conceptual thinking skills
Able to manage and delegate
Exceptionally strong customer service, interpersonal, presentation, and communication skills
Expert ability to articulate and convey technical terminology to non-technical audience
Cross functional collaboration
Executive presence and adeptness with how to effectively address an executive audience
Strategic planning and modeling
Strong analytical, communication, management, and relationship skills
Ability and desire to thrive in a very fast-paced, team-oriented environment
Ability to meet tight deadlines and multi-task, while flawlessly executing on projects in a fast-paced environment.
Strong attention to detail and organizational skills.
Desire to have fun and make a difference
Not satisfied with the status quo
Bachelor’s Degree in related computer science areas or equivalent combination of experience and education.
Masters Degree desired
ITIL Intermediate certification required; ITIL Expert certification preferred,
5 – 8 years progressive experience required in managing enterprise-class continual process improvement initiatives within the service development lifecycle
5 – 8 years progressive experience required in managing enterprise-class process operations, business dependencies, and IT infrastructure components.
Deep understanding of IT Service Management tools, specifically Service Now
Experience in establishing frameworks for end to end delivery of services
Experience in leading complex programs and projects
Highly proficient in using metrics for reporting and decision making
Operation is a 24 hour environment. Role may involve extended and non-traditional work hours with some regularity.
Job requires hours that may occasionally exceed 8 hours per day or 40 hours per week during times of peak activity.
Up to 25% travel