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• Collaborate closely with IT business units to define services that align with their strategic programs and goals
• Lead financial and strategic evaluations to enhance operational efficiency through best practices in service introduction and transition
• Drive cross-functional strategic initiatives involving business engagement and organizational change management
• Work with business and IT peers to comprehend strategies and requirements
• Design and implement services/support to meet demand
• Evaluate current and future offerings, identify gaps, and develop strategies to address them
• Prioritize initiatives based on business needs, cost, and impact
• Recommend approaches to deliver services and provide cost analysis
• Collaborate with BU leaders to define requirements and ensure successful implementation of services
• Partner with internal teams to ensure seamless service delivery and transitions
• Bachelor’s degree in information technology, computer science, or related fields
• ITIL (Foundation, Practitioner, Service Manager) Certification v3 (v4 preferred)
• 5+ years of experience in IT service design, focusing on service introduction processes and relationship management
• Strong understanding of ITSM ITIL principles and methodologies (v3 and v4)
• Track record of successful delivery within a managed service provider model
• Proficiency in IT service management tools like Service Now
• Excellent analytical, problem-solving, decision-making skills in a fast-paced environment
• Project management experience and knowledge of agile methodologies preferred
• Exceptional written and verbal communication skills
• Ability to work with business stakeholders, prioritize conflicting priorities, and balance tactical and strategic needs
• Strategic thinker who can navigate ambiguity and drive results
• Self-directed, motivated individual with a drive for success
• Professional development opportunities
• Flexible work arrangements
