Service Management Lead Job

JOB SUMMARY
The Service Management Lead of the Service Management Office is responsible for ensuring the overall success of the Service Management program. This position focuses on developing, implementing, and overseeing IT services including IT Problem Management, IT Asset Management, IT Change Management, IT Major Incident, and IT Disaster Recover.

RESPONSIBILITIES
- Assist in developing and implementing IT service process and procedures.
- Oversee processes to ensure adherence and on-going process improvement.
- Collaborates with business leaders and business analysts to ensure that the system and/or process (change management, Problem Management, Major Incident, & Disaster Recovery process, etc.) is providing value to the organization.
- Schedules, plans, facilitates, and documents all Change Advisory Board (CAB) meetings.
- Assists with documentation and administrative support for Major Incident response and Problem Management investigations.
- Analyze records associated with IT processes to identify any trends to be addressed.
- Assesses and delivers on process job aids and training needs for staff and stakeholders.
- Produce standard reports and dashboards to provide transparency on IS process maturity and conducts presentations on both a scheduled and ad-hoc basis.
- Monitors for vendor and industry advancements, evaluates them in the context of business needs and environment fit, sharing with business stakeholders as appropriate.
- Schedules individual system and enterprise-wide disaster recovery exercises.
- Liaises with all necessary parties to coordinate process changes.
- Assist in Business Impact Assessments with key TTX Business leaders.
QUALIFICATIONS
- Bachelor's degree from four-year college or university, or 5 to 7 years' related experience and/or training; or equivalent combination of education and experience.
- Relevant vendor or industry certifications (e.g., ServiceNow, PMP, ITIL etc.).
- Demonstrated success automating and/or continually improving Information Services systems or processes.
- Strong interpersonal and communication skills with the ability to develop effective relationships and influence key stakeholders at all levels in the organization.
- Demonstrated success creating status or progress reports/dashboards.
- Experience in Asset Management, Vendor Management, Problem Management, and IT procurement processes.
- Information Technology Infrastructure Library (ITIL) and IT Service Management knowledge is required.
- Extensive knowledge of one or more of the following IT Management and Governance Processes, and familiarity with the others: Change Management, Assess Management, Major Incidents, Problem Management, Service Catalog, and Disaster Recovery.
PHYSICAL JOB REQUIREMENTS
(The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.)
General office environment; may require travel to Company locations and vendors. Travel areas can have a high volume of railroad traffic and requires being ambulatory, correctable hearing and visual capabilities. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit (remain stationary within work area) and use hands to finger, handle, feel and reach. The employee may be required to stoop, kneel, crouch, or crawl. The employee is frequently required to move about (stand, walk). Correctable vision required for close, distance, and color vision capabilities. The typical work environment may include moderate noise (computers, printers, light traffic).
The above job description is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.
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