ITIL Manager

LOCATION: Remote

GENERAL STATEMENT OF JOB:

Under the direction of the Technology Operations Director, the ITIL Manager is responsible for managing and implementing all ITIL best practice guidance necessary for processes required by ISO:27001 standards scope, and ensuring all the criteria are achieved within the specific business processes.

ESSENTIAL JOB FUNCTIONS:

ITIL Oversight

• Assuming overall accountability and responsibility for the ITIL Framework Service Management best practice process development function. ITIL processes include Incident Management, Change Management, Problem Management, Asset Management, Configuration Management, and IT Service Continuity Management.
• Ensure the ITIL Framework focuses on the IT Services needs of the business.
• A liaison between the business, development teams regarding contractual process agreements and ensuring these are met.
• Overseeing and evaluating the performance of all ITIL Framework processes.
• Define where ITIL processes performance indicators are needed for monitoring.
• Developing and implementing process governance where applicable to the business.
• Ensure that the internal/external SLAs are aligned & monitored for ongoing process adherence.
• Evaluating where Operational Level Agreements are required between specific IT service providers and business departments.
• Accountable for analyzing defining/existing ITIL processes and recommending specific process service delivery improvements.
• Define clear roles and responsibilities of each of the ITIL processes in scope.
• Develop all standard operating processes and procedures
• Manage and monitor the ITIL industry standards and best practices within the team and business.
• Development of ITIL team staff objectives and measurable targets
• Leading and managing a team of ITIL process analyst staff
• Develop methods to integrate functions, optimize processes and prepare staff through proactive training.
• Work with the division technical writer to develop ITIL process training material.
• Ensuring budget requirements for the ITIL team are met.
• Ensure improvement of quality processes to increase efficiency and effectiveness.
• Provides expertise in key business ITIL processes to high-profile client issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any lessons learned applied for future benefit.
• Perform assessments leveraging the LEAN Six-Sigma methodology and tools.
• Assessing the IT Service Continuity Management process objectives, scope, and requirements are defined in the Business Continuity process.
• Ensuring the business supports the focus of the Business Continuity Management activity planning process.
• Ensuring the naming conventions for tracking and reporting Service Asset and Configuration Management attributes support all other processes.

Customer Service

• Act as an escalation point for all Level 2 Service Desk issues.
• Work with Business partners as needed to improve processes around the Employee Lifecycle.
• Oversee Tier 2 Service Desk staff as they process staff and equipment in all phases of the Employee Lifecycle.
• Oversee Tier 2 Service Desk staff as they support onsite and remote meetings with the Board of Directors.
• Oversee Tier 2 Service Desk staff as they provide White Glove service to our Executive Leadership team.
• All other activities as directed by ISD Leadership.

QUALIFICATIONS & CREDENTIALING REQUIREMENTS:

High School diploma or GED is required. Bachelor's Degree in Business Administration or Information Systems is preferred. Must have:

• 4 - 6 years of experience in ISO2000:2018 Service Management System requirements
• 4 - 6 years of experience in ISO9001:2015 Quality Management System requirements
• 4 - 6 years experience with ITIL Framework Deployment
• 7 years experience in ITIL Foundation Qualification
• 3 - 4 years of experience with IT Operation Management
• 3 - 4 years experience with Lean Six Sigma Methodology
• 3 - 4 years experience in IT Business Continuity Management documentation
• 5 years experience in Continuous Service Improvement implementation
• 5 years Management experience.

Licensure/Certification Requirements:

ITIL Certification

PHYSICAL REQUIREMENTS:

• Close visual acuity to perform activities such as preparation and analysis of documents; viewing a computer terminal; and extensive reading.
• Physical activity in this position includes crouching, reaching, walking, talking, hearing and repetitive motion of hands, wrists and fingers.
• Sedentary work with lifting requirements up to 10 pounds, sitting for extended periods of time.
• Mental concentration is required in all aspects of work.

KNOWLEDGE OF JOB:

Possess knowledge of and/or experienced in:

• Knowledge in ISO2000:2018 Service Management System requirements
• Expertise in ISO9001:2015 Quality Management System requirements
• Knowledge with ITIL Framework Deployment
• Knowledge in ITIL Foundation Qualification
• Knowledge with IT Operation Management
• Knowledge in Lean Six Sigma Methodology
• Knowledge and participation in IT Business Continuity Management documentation
• Expertise in Continuous Service Improvement implementation
• Excellent communication and people skills
• Writing skills
• Familiar with ITSM tools alignment with ITIL best practices for IT services

A high level of diplomacy and discretion is required to effectively negotiate and resolve issues with minimal assistance. This will require exceptional interpersonal skills, and highly effective communication ability. Problem solving and conflict resolution skills are essential. A strong knowledge of state and federal rules, requirements and practices related to the service continuum in North Carolina is imperative. The employee must be able to read and comprehend complex written materials as well as spoken information. This position must have a good understanding of and working skills to apply descriptive statistics and inferential statistics to data sets and must be skilled in effective presentation of data to various audiences.

Advanced skills in MS-Excel and MS-Word that include pivot tables, graphs, charts, etc. are needed. Experience with Smartsheet project management tool and project management methodologies a plus. Candidate should be able to act as a change agent and have a high tolerance for ambiguity and an ability to think creatively.

SALARY: Depending on qualifications & experience of candidate. This position is exempt and is not eligible for overtime compensation.

DEADLINE FOR APPLICATION: Open until filled

APPLY: Vaya Health accepts online applications in our Career Center, please visit .

Vaya Health is an equal opportunity employer.