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IT Service Manager

Company: Recruit Dallas
Location: Dallas
Posted on: January 6, 2017

Job Description:

MAJOR DUTIES:

Change Management Process Owner

Apply a structured methodology and lead change management activities that support adoption of the changes required by a project or initiative

Design, develop, and launch a migration into automated ITSM workflow tool

Support communication efforts that includes the design, development, delivery and management of Change communications

Conduct impact analyses, assess change readiness and identify key stakeholders

Identify, analyze and prepare risk mitigation tactics

Identify and manage anticipated resistance

Consult and coach IT Infrastructure, Application, and Project teams

Coach Managers and Supervisors

Coordinate efforts with other specialists

Define and measure success metrics and monitor change progress

Support change management at the organizational level

IT Services Management

Serve as primary point of contact for pre-determined business escalations from and to IT

Serve as communication arm for IT escalations related to Incidents

Support and engage senior leaders

Support organizational design and definition of roles and responsibilities

Serve as primary interface between IT services vendors and MESSER FINANCIAL IT for critical communications (change, major incidents, and other emergencies)

Commit to service improvement through using metrics and accountability for MESSER FINANCIAL internal IT and supporting vendors

SKILLS:

Exceptional communication skills, both written and verbal

Ability to collaboratively drive accountability

Ability to clearly articulate messages to a variety of audiences

Ability to establish and maintain strong relationships

Ability to influence others and move toward a common vision or goal

Flexible and adaptable; able to work in ambiguous situations

Organized with a natural inclination for planning strategy and tactics

Problem solving and root cause identification skills

Able to work effectively at all levels in an organization

Acute business acumen and understanding of organizational issues and challenges

Ability to manage internal development projects from inception to successful implementation

Demonstrated ability to lead and motivate staff to apply skills and techniques to solve dynamic problems

Ability to facilitate issues and resolve conflict as appropriate

KNOWLEDGE:

Strong experience and knowledge of change management principles, methodologies and tools

Strong knowledge in IT Service Management and IT Change Management process

Strong knowledge of documentation processes

Familiarity with Systems Development Lifecycle (SDLC)

Strong knowledge of ITSM workflow tools (e.g. ServiceNow and Remedy)

QUALIFICATIONS:

Ability to perform both Run and Program activities in a given period

Bachelors degree and minimum 10 years of experience (or 14+ years experience without advanced degree) in leading infrastructure support services, Change Management, ITSM, and working through SDLC

Minimum 10 years of experience in leading infrastructure support services, Change Management, ITSM, and working through SDLC

ITIL certification or designation a plus

Insurance background a plus

To GET STARTED either log on to www.terratal.com and create a professional profile or Copy and paste this link to your browser https://www.terratal.com/req/NTE4LTMwNjU

Keywords: Recruit Dallas, Dallas , IT Service Manager, Insurance , Dallas, Texas


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