IT Service Management Job Description
IT service management
provides the strategic interface with assigned areas of the IT Strategy Development, Design, Transition, Operation and Continual Service Improvement within the ITIL framework.
IT Service Management Duties & Responsibilities
To write an effective IT service management job description, begin by listing detailed duties, responsibilities and expectations. We have included IT service management job description templates that you can modify and use.
Sample responsibilities for this position include:
Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization
Lead the design and implementation of the NGEN Service Management Framework, COBIT Governance Framework and Operating Model based on ITSM Best Practices
Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery
Provide direction and goal-setting on strategy and operations
Contribute to design and solution development activities
Implement and transition security strategy for the architecture and remote access strategy Supports ERP Program Management efforts
Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting
Direct management responsibility for the following teams
Define roles and responsibilities for the new Service Management organization
Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
IT Service Management Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for IT Service Management
List any licenses or certifications required by the position: ITIL, V3, PMP, ISO, V4, ITL, IAT, SME, VCP, XEN
Education for IT Service Management
Typically a job would require a certain level of education.
Employers hiring for the IT service management job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Business, Information Technology, Engineering, Education, Technology, Science, Information Systems, Business/Administration, Mathematics
Skills for IT Service Management
Desired skills for IT service management include:
Design
Operations
IT Service Management framework across Service Strategy
Previous role
Transition
CSI and experience operating within
Driving the foundation
Implementation of phases of the ITSM framework in your current
COBIT
CMMI
Desired experience for IT service management includes:
Responsible for incorporating new services into the service catalog and service delivery model
Accountable for building and publishing the service catalog
Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed and published
Responsible for measuring and quantifying performance and compliance
Develop performance measures and consistently report metrics
Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
IT Service Management Examples
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IT Service Management Job Description
Job Description Example
Our company is growing rapidly and is looking for an IT service management. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for IT service management
- Partner with services teams to deliver a service operations strategic plan and roadmap
- Provide tactical and strategic recommendations based on ITSM KPIs
- Establish and run Steering Group Reviews with the BU stakeholders, Regional Head, and select executives
- Interface with other teams (Development, Delivery) to ensure joined up and coordinated strategy to meet service management goals and objectives
- Mentor service and process managers
- Participate in creating reports and presentations, and improve processes
- Work in a team environment, with IT Engineering, Project and Service Management gathering and defining system implementation requirements
- Responsible for resource management, including yearly employee reviews, cost analysis, resource allocations, and employee growth and training
- Provide coaching, mentoring and development for team members
- Lead team in providing support of Infrastructure Services
Qualifications for IT service management
- Understanding of compute and storage technologies a plus
- Strong analytical and conceptual skills being a self-starter
- A Bachelor of Science Degree in Electrical Engineering or Computer Science, or related field is required
- Experience with data gathering, complex data analysis and developing standardized reporting to support large organizational decision/support
- Knowledge of and experience with Distributed Processing Platforms (Windows, Unix, Database and Middleware) and Data, database management and some HTML programming (MS SQL, MS ASP, MS Visual Studio, JavaScript and JAVA) would be an asset
- IT Financial Analysis and Reporting Experience would be an asset
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IT Service Management Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of IT service management. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for IT service management
- Define and review the measurement of the services using metrics that include key performance indicators (KPIs) generating and distributing quality reports to measure the effectiveness and value of the services
- Ensures continual service improvement of the teams services
- Create and build relationships with key business stakeholders
- Provides local/global application support
- Develop reports, workflows, scripts, and complex queries within various enterprise service management software tools
- Develop enterprise class monitoring and event management integrations and triggers to a single view and alerting channels
- Support and maintain service management software tool versions and patches
- Support and maintain IT configuration management databases, and integrate federated data to a holistic configuration management system
- Develop service dependency maps through physical and logical configuration item relationships
- Support and deliver IT operational processes manually and through task automation tools
Qualifications for IT service management
- Deep experience in ITIL concepts and methodology
- Desire and ability to stay abreast of current and emerging technologies and apply them appropriately to business challenges
- Application ownership of ServiceNow
- Minimum of 7+ years’ experience in the IT field
- ITIL v3 intermediate level certifications a plus
- The ideal candidate has a BS/BA or MS/MA/MBA in CS, EE, MIS, Business or related field, or equivalent work experience, combined with a minimum of 8+ years relevant working experience including Enterprise environments and Consulting experience
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IT Service Management Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of IT service management. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for IT service management
- Design and produce Management Information, including dashboards, KPI reports and service performance metrics, to illustrate service performance and support senior decision making
- Contribute to proposal building
- Contribute to delivery planning
- Deploy Tivoli products
- Enable Customers
- Ensure that the CMDB is managed an maintained with the highest degree of accuracy, and ensure that audits are performed on a regular basis
- Conduct root cause analysis/post mortem meetings and facilitates the problem management process for lessons learned and preventive recurrence
- Manage and drive the incident and change management processes to ensure operational stability at all times
- Develop framework and serve as a facilitator of audits and assessments to ensure processes and services are fit for purpose and support the mission
- Serve as an expert analyst and advisor to plan, manage, and execute Process Improvement and Lean Six Sigma (LSS) activities to assess and ensure the effectiveness of complex management processes and systems
Qualifications for IT service management
- Datacenter management and consolidations and competitor tools such as Remedy, BMC, Service Now
- Familiarity with various IT service management frameworks and methodologies
- Strong expertise in scripting languages (PowerShell, Perl, CL, etc)
- Motivated by the long term
- Experience co-creating with the users of a product or service during every stage of development
- Knowhow of critical processes like Incident Management, Problem Management
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IT Service Management Job Description
Job Description Example
Our company is looking for an IT service management. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for IT service management
- Design of modern web solutions on the ServiceNow platform
- Ensure integration and continuity of NEN/NGEN Service Management Process Model and Service Model and provide SME support to process and service owners
- Represent PMW 205 at ITSMO meetings and other stakeholder meetings for ITSM
- Leads service activities utilizing knowledge and skills, while following approved J&J standard policies and procedures
- Captures customer insights to improve ITSM processes and tools throughout delivery, and delivers continuous improvement recommendations to service owners
- Providing a single point of contact for IT service management across all IT functions
- Leading and facilitating implementation of new IT service management framework components/processes
- Responsible for all aspects of Information Technology Infrastructure Library (ITIL) practices including process and procedure development, deployment, management, measurement and governance of Change Management, Incident Management, Problem Management, Knowledge Management, Release Management and Service Level Management
- Oversees the Configuration Management Data Base (CMDB)
- Oversees and manage the road-mapping, development and running of the ITSM Tool (ServiceNow) within the company
Qualifications for IT service management
- Demonstrated experience in leading large-scale process improvement and organization change initiatives
- Proven expertise and overall responsibility in customer service and contact center services, performance and new generation capabilities
- Technical competence (understand service offerings)
- 5 to 7 years’ experience working within the ITIL Frameworks and leading an ITSM tool and/or process team
- 5+ years working with third party service suppliers and ITO organizations – should include financial, SLA and service definition functions
- Experience designing and leading enterprise software products in ITSM, more specifically ServiceNow and BMC Remedy
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IT Service Management Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of IT service management. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for IT service management
- Develops service management strategies, identifying staff, tools and specialized support requirements as necessary to ensure that operational and support processes are working as expected
- Manages the Capital & Expense budgets for the ITSM Team
- Monitor and prioritize the open issues to expedite closure and serve as an IM point of contact for escalation on all matters related to Tableau, and provide for L3/L4 level support when needed
- Administer Tableau environment including managing Security & Integrity of environment maintaining the configuration & managing upgrade & releases
- Develop automation capabilities on the environment
- Identify opportunities for service improvements through active engagements with service teams
- Lead teams focused on delivering superior service, quality execution and effective communications
- Review plans for ongoing and upcoming service activities and initiatives for their portfolio
- Represent end-to-end holistic service requirements / challenges and engage on capital investments
- Possess a broad knowledge of technical and business resources
Qualifications for IT service management
- Degree in Computer Science, Information Technology Management and/or an MBA is required
- Designing and implementing ITSM process adoptions and Operational tools
- Perform IT Optimization assessments and process improvements aligned to industry standards and frameworks
- Develop and manage application code, user interface, and third-party integration components as part of customer delivery
- Develop necessary development documentation as needed
- ITIL v3 practitioner Certification and knowledge of ITIL governance and control processes and procedures