IT Service Manager

Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.

A Brief Overview
The IT Service Manager supports the definition, implementation and management of Major Incident and Problem management processes for Safelite. Working in conjunction with Safelite Service Management team and other key stakeholders, as the IT Service Manager, you will manage the team to ensure all Major Incidents across Safelite are addressed successfully in a timely manner to minimize business impact and also to participate as a Manager Incident Analyst when required. You will also be responsible for Problem Management processes, including root cause analysis, trends, and consistency. In addition, you will collaborate with the Service Transition Manager to ensure that the organization is prepared to support new or changed services. The successful person in this role will drive continual improvement in Service Management capabilities leveraging best practice, tools and technology and insight from business partners to achieve effective outcomes.

What You Will Do:

• Support the definition, implementation and operation of Major Incident processes, systems, and tools within Safelite. Collaborate with other business units and Belron to optimize and standardize processes.

• Run the Major Incident Corrective Action Review process when incidents arise. Conduct root cause analysis against all major incident to prevent reoccurrence and implement appropriate problem management processes related to repeating issues.

• Accountable for the delivery of Major Incident Management and Problem Management services against agreed KPIs. Actively manage and/or support Major Incidents as they arise within Safelite, ensuring minimal amount of business disruption.

• Proactively liaise with Business users, leaders, and partners to keep them informed of the impact of major incidents and the progress of resolution.

• Participate in ongoing support meetings/reviews with other IT and business leaders to drive continuous service improvement

• Ensure IT Services Run organization is appropriately setup to take on ongoing support of new or changed service.

• Delegate and direct service tasks, monitor the progress of current projects, and manage service team members to ensure the team's objectives and goals are met

• Develop and deliver Disaster Recovery (DR) policies, training material, lead training sessions, communications, and DR exercises.

• Educate and support internal and external resolving groups on the policies and principles of processes.

• Act as an escalation for major production incidents, leading the incident response in real-time and coordinating with IT teams to ensure proper resolution.

• Review and prioritize the investigation backlog and pending action items, making sure that delivery teams remain engaged until completion

• Produce Root Cause Analyses to be shared with senior executive management for all major and high incidents and work with the Problem Management team to ensure that long-term remediations are tracked.

What You Will Need:

• Bachelor's Degree Bachelor's Degree in Information Technology, Computer Science, related discipline or Preferred

• Bachelor's Degree Computer Science, Engineering, Information Systems, or related discipline. Or Equivalent years experience required. Required

• 7-9 years Experience in technology management and/or operational experience. Required

• 4-6 years Experience with developing and delivering training on systems, process, standards, and policy. Required

• 4-6 years Knowledge of ServiceNow platform including familiarity with ServiceNow modules (CMDB/ITSM, Portal, Mobile, and Automation) and workflow Required

• 4-6 years Demonstrable experience of collaborative working with teams locally and globally Required

• 4-6 years Must have broad general knowledge of infrastructure, network, application technologies in addition to SDLC, ITIL and Service Management common practices, Required

• 4-6 years Proven analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and measure success. Required

• 4-6 years Excellent troubleshooting and documentation skills. Required

• Excellent oral and written communications skills (High proficiency)

• Possess excellent organizational skills (High proficiency)

• Ability to engage, build relationships with and influence senior leadership and stakeholders. (High proficiency)

• Proven knowledge of ITIL Service Management processes (High proficiency)

• Effective analytical skills including an ability to anticipate and highlight potential risks associated with management or resolution, workarounds, and root causes. (High proficiency)

• Experience with managing multiple major service providers across an integrated environment (Medium proficiency)