Participate in the execution of IT Service Management processes and functions. Implement services, establish standards and processes, deliver configuration management database (CMDB), and report on service metrics. Responsible for managing and executing an assigned program/project. Proficient in handling the change management process and service management activities.

Responsibilities

Operational Management:

  • Demonstrate an advanced understanding of service management frameworks (ITIL); working knowledge of integrated service management tool(s) such as ServiceNow.
  • Develop and integrate issue and request handling as well as escalation policies and procedures to operating practices.
  • Analyze incident trends and anticipate potential problems for proactive resolution.
  • Manage exceptions to the process; look for opportunities to remediate and prevent recurrence of the exception. Partner with the GTS team to enable processes via leading industry technologies (e.g. Remedy, Service Now).
  • Develop and communicate tactical and strategic resolutions to issues and operating procedures
  • Partner and initiate plans with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
  • Educate, enable and promote Service Management awareness of and access to Service Management processes.
  • Manage the service lifecycle of new and existing Service Management processes, including new process design, introduction, amendment and retirement.
  • In-depth experience and understanding of Information Systems (IS) Incident and Problem Management principles and process lifecycle
  • Strong documentation skills, particularly in writing enterprise level guidelines, Standard Operating Procedures (SOPs) and other procedures
  • Manage the implementation and maintenance of disaster recovery plans and activities in assigned areas. Maintain current contact information for all employees in applicable areas and communicates with non-recovery employees during a disaster.
  • Remain up to date with technical and industry developments.
  • Motivate and lead a team while ensuring alignment with the company’s values and One Transamerica culture.

Metrics & Reporting:

  • Meet Key Performance Indicators/metrics for IT Service Management.
  • Ensure project commitments are met or exceeded.
  • Track process performance across IT and communicate outcomes to the senior management, IT, and business leadership.
  • Track and analyze trends in service requests and generate statistical reports.
  • Manage service providers in a 24x7 support model, ensuring escalation processes support best practice incident management.
  • Guide the development of new or changed Service Management processes
  • Identify opportunities for process improvement including the development and implementation of best practices and continuous improvement initiatives for business unit
  • Manage change management processes effectively.


Qualifications

  • Bachelor’s degree in information technology, computer science or related discipline, or equivalent experience
  • Six years of technology and related management experience, including IT service management experience
  • Five years of experience working with cross-functional teams and staff of all levels including managed service providers
  • ITIL v3 certification, or formal training in ITIL/ITSM plus equivalent work experience
  • Experience overseeing and executing in ITIL operations processes including, but not limited to incident management, problem management, and change management
  • Customer service skills with excellent written and oral communication skills
  • Advanced problem-solving skills
  • Interpersonal and relationship management skills to work with all levels of management
  • Ability to prioritize and multi-task
  • Familiarity and practical application of advanced principles of ITIL/ITSM
  • Track record developing and providing SLAs and service desk deliverables
  • Provide mentorship and technical support to team
  • Ability to work in a dynamic changing agile environment with tight deadlines
  • Ability to enact change across an organization in the absence of a direct reporting relationship


Preferred Qualifications

  • Experience and understanding of the financial services or insurance industry, including the applicable business and technology processes and supporting technology architectures
  • Master’s degree in information technology, business administration or related field
  • Experience executing change management programs
  • Experience with service management across different locations and a multi-sourced environment
  • Ability to coordinate cross-functional teams towards task completion and facilitate consensus across key IT personnel
  • Knowledge of business and technology trends for service management
  • Knowledge on SLA agreements and working experience with multiple vendors.


Working Conditions

  • Hybrid - Office Environment (Tuesdays, Wednesdays, Thursdays)
  • Moderate Travel 10 to 25%


This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

Compensation

The Salary for this position generally ranges between $114,000 - $145,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion. 

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

This is a hybrid position requiring three days in office per week in one of our hub locations (list locations that are applicable).  Relocation assistance will not be provided for this position.