ITSM -IT Service Delivery Manger with ITIL Certification

Location: denver, co
Date Posted: 08-08-2018
ITSM -IT Service Delivery Manger with ITIL Certification
Duration: 6 month contract or CTH- Option to go Full time also
MUST Haves
  • MUST have ITIL certification
  • MUST have experience in process documentation, analysis and improvement
  • MUST have experience with operational and business metrics analysis
  • MUST have experience with process improvement and change management
  • MUST have experience ITSM policies and best practices
Required Skills
  • 5+ years of ITSM work experience and process management.
  • Expert understanding and experience with ITIL framework and ITSM best practices.
  • Technical proficiencies in Office 365, MS Visio, ServiceNow, and Tableau.
  • Strong technical writing and process documentation skills.
  • Multi-tasking and organizational skills is a must.
  • Self-motivator that can work with little direction.
  • Proven ability to navigate the technology environment and work effectively with multiple groups.
  • Experience working in M&A / divestiture environments is preferred.
  • B.S. degree and/or ITIL certification is preferred.
NICE to have:
  • Experience with ITSM tools preferably ServiceNow, remedy or similar tools
  • Experience with Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management or other ITSM applications
  • Experience with Implementing multiple modules within ServiceNow including; Service Requests, Incident Management, Self-Service Support Portal, Change Management, and Knowledge Base.
  • Experience with Visio
  • Key Ownership: Service Management, Incident Management, Problem Management, Change Management and Configuration Management
  • Tracking, Reporting and Management of the aforementioned key pillars, with a direct relation to improvement tied to people, process and/or technology.
  • Manage the overall performance and governance of the TSAs and Statements of Work.
  • Manage the day-to-day service delivery in accordance with requirements and SLAs.
  • Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
  • Install all Service Delivery processes and Service Level reporting mechanisms.
  • Experience reporting at engineering levels to leadership levels.
  • Support Operations teams in delivering continuous improvement and productivity/quality gains.
  • Flag and escalate business risks timely to IT Leadership.
  • Prepare and analyze cross-functional IT process documentation and process flows, perform gap analysis between as-is and to-be processes against desired or best practice, and make recommendations for standardization.
  • Develop standardized methods and procedures in accordance with ITIL/ITSM.
  • Partner with cross-functional teams to ensure IT processes are understood, adhered to, and improved.
Kiran Kumar
Key Business Solutions, Inc.
|| Office: 916 646 2080 Ext 224 || Fax: 916 646 2081 || Email: || Website: || Yahoo: kirankeysoft Gtalk:
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