What are the responsibilities and job description for the IT Service Manager (ITSM Lead) position at City Bank?
Job Details
Job Location
Operations Center - Lubbock, TX
Position Type
Full Time
Description
The ITSM Lead plays a critical role in ensuring the effective implementation and governance of IT Service Management (ITSM) processes across the organization. This role focuses on leading and overseeing ITSM practices, including change management, incident management, and asset management, to maintain operational excellence and service reliability. The ITSM Lead will also support CIO-level reporting and data standardization efforts, ensuring alignment with organizational goals and strategies.
Key Responsibilities
Primary Responsibilities : ITSM Leadership and Oversight
- Lead the implementation and continuous improvement of ITSM processes, including incident, change, and asset management.
- Chair weekly Change Advisory Board (CAB) meetings, ensuring alignment with IT governance policies.
- Facilitate post-incident reviews for major IT incidents, ensuring root cause analysis and actionable recommendations are documented and presented.
- Oversee the asset management process for software and hardware, ensuring data accuracy and alignment with organizational policies.
- Promote ITIL best practices across IT teams and provide training or mentorship to ensure consistent adoption.
Secondary Responsibilities : Strategic IT Governance and Reporting
Equal Opportunity Employer / Veterans / Disabled
