Manager of IT Service Management
You are ready to lead transformative changes in IT operations. You are a dynamic and visionary Manager of IT Service Management who is a champion of a customer-first approach and drives excellence across the technology landscape. In this pivotal role, you’ll lead key ITSM functions, while shaping the future of Identity and Access Management. You are enthusiastic about continuous improvement, automation, and creating seamless service experiences and you are ready to make a lasting impact in a mission-driven organization.
If this sounds like you, please read on!
Reporting to the Director of IT Operations and Support, the Manager of IT Service Management will be responsible for the management of the Change, Problem, Asset and Incident Management functions at AAOS. They will be responsible for leading a number of various ITSM initiatives that will develop standards, procedures, and policies to ensure infrastructure technology and application systems are maintained, enhanced, and supported in accordance with ITIL best practices. The goal of these programs will be to create a cycle of continuous improvement through all of technology operations and development practices.
The IT Service Management Manager fosters an environment of continuous improvement within the broader organization and champion ITSM adoption across all business units. This role will establish and manage expectations within the business and technology teams and drive the team to achieve those expectations to a high industry standard. In addition, the IT Service Manager will be responsible for improving, optimizing, standardizing, automating, and streamlining technology operations processes that will yield improvements to the customer experience. This role will also be responsible for tracking the organization’s ITSM Key Performance Indicators (KPIs) and producing monthly operating reviews for senior management and IT & Operations Business Lead.
The Manager of IT Service Management has technical ability to configure automatic workflows within the Jira ticket management system related to CMDB, incident, service request, problem and change submissions.
Working closely with the Cyber Security Team, the Manager will need to help lead the maturation and automation of Identity and Access Management (IAM) processes. Responsible for planning, directing, and managing the delivery of Identity and Access Management (IAM) services across the enterprise; providing subject matter expertise on various aspects of IAM; assisting with implementation of IAM systems; supporting all aspects of the IAM program, participate in strategic planning of the program lifecycle across the data computing infrastructure; assisting in new security tools deployment; and co-owning all identity and access management controls. Main service areas include external identity management (CIDM/BIDM), internal customer identity management (IDM), privileged user automation and controls (PUM), and Role Based Access Controls (RBAC).
- Oversee all Service Management functions including Change, Problem, Incident, and Asset Management (CMDB)
- Provide governance and process oversight and direction for all Service Management functions, ensuring that ITSM and IAM processes comply with relevant regulations (e.g. HIPAA, GDPR).
- Prepare for and support internal and external audits related to ITSM, IAM and the technology department as whole.
- In the event of an IT incident or outage, ensure normal service operation is restored as quickly as possible and the business impact of telecommunications, infrastructure, or application outages is minimized per BIA and DR documentation, act as the IT communication manager, document all activities in the Jira ticketing system and coordinate and contribute to post-mortem/lessons learned documentation.
- Post incident or outage, review trends, determining document root cause and proactively take action, coordinate teams to remediate the risk of future reoccurrences. by recommending and driving the implementation of solutions.
- Independently lead and participate in weekly change management (CAB) meetings to support both infrastructure and application changes.
- Ensure efficient operations of IT systems including those supporting on-premises and cloud-based applications through continuous improvement of service management processes based on measurement and analysis of trends and key metrics.
- Implement KPIs (Key Performance Indicators) for the Problem, Change and Incident functions; create and maintain a monthly Operating Review for all Technology Operations
- Lead projects that require participation from various IT and business partner professionals including driving onboarding/offboarding, training, performance management, policy decisions, etc.
- Create a mindset of continuous improvement within the IT Operations and Support Team as well as the broader technology organization in order toto drive down repeat issues in all environments.
- Manage departmental ITSM budget including strategic planning, cost negotiations and monthly reconciliation and financial reporting related to ITSM/ITIL tools.
- Resolve issues as they arise with JIRA Projects and Confluence in coordination with other admins, partner teams, Atlassian premier support.
- Proficient in understanding and adapting Jira and related programming tools/techniques.
- Deep understanding of monitoring, alerting and support escalation within the Jira Toolset.
- Proficient in Jira Project Setups, Components, JIRA Reporting, Report Filters, and Dashboard creation
- Experience in security policy development and security lifecycle management as it relates to Identity and Access Management.
- Understanding of how IT software security access systems integrate across the enterprise, and experience in leading large security access system upgrades/projects.
- Technical understanding of IT IAM technologies
- Knowledge and experience with credential stores
- Ability to work closely with Service Center, Member Services and other key business functions to assist in Service Automation Improvement for internal and external customers.
Exemplifies the following essential values of the Academy:
- Teamwork: Effective collaboration and team-focus to solve complex problems and drive innovation.
- Empowerment: The authority, information, and skills to make decisions and drive results.
- Accountability: Ownership of process and results that drive decisions and ensure implementation.
- Mindset of Growth/Continuous Learning: Focused on and invested in self and staff development to become more adaptable, making the Academy more agile, innovative, and sustainable.
Travel:
- Up to 2 days per year
Qualifications:
Required:
- Bachelor’s degree in business or technology
- ITIL certifications
- 7+ years of ITSM/ITIL experience specific to major incident, change, problem and asset management.
- Proficiency in IT Service Management tools and Jira automation configuration
- Experience engaging and managing and interacting with multiple vendor relationships, as well as performance oversight with clear SLAs for ITSM/IAM tools and services. Responsible for making recommendations on selecting, upgrading, or replacing ITSM/IAM solutions.
- Well-developed people skills and the ability to work affably and productively in teams and engage stakeholders to ensure smooth adoption of new processes.
- Previous work experience with medical associations or non-profit organizations
- Bachelor’s degree in business or technology
- ITIL certifications
- Proficiency in Windows and Office products
- A sound understanding of technical IT issues to enable discussions with all types of stakeholders.
- Great communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relationships among all levels of an organization.
- Expert understanding of ITIL framework and concepts.
- General understanding of project management concepts and managing projects.
- Excellence in customer support and service orientation
- Strong written, verbal, and interpersonal communication skills, with an ability to communicate ideas and solutions effectively.
- Highly resourceful, organized, and capable of working on multiple initiatives simultaneously with minimal direction, along with strong organizational skills.
- Desire and ability to develop professionally, both by learning from and sharing knowledge with co-workers.
- Well-developed people skills and the ability to work affably and productively in teams.
- Proficiency with Windows Server administration, Active Directory and Azure
- Must be flexible to occasional work outside of normal business hours.
Desired:
- Previous work experience with medical associations or non-profit organizations
- Supervisory training and mentoring experience
- 5+ years in a leadership role in ITSM
- Ability to lead and facilitate cross-functional teams to develop, document, execute, and improve.
- General understanding of project management concepts and managing projects.
- Excellence in customer support and service orientation
- Strong written, verbal and interpersonal communication skills, with an ability to communicate ideas and solutions effectively.
- Highly resourceful, organized, and capable of working on multiple initiatives simultaneously with minimal direction, along with strong organizational skills.
- Desire and ability to develop professionally, both by learning from and sharing knowledge with co-workers
- Well-developed people skills and the ability to work affably and productively in teams.
- Proficiency with Windows Server administration, Active Directory and Azure
Salary Range: $95,000-$104,000, depending on qualifications and experience.
Join us in redefining IT service excellence! Apply today and be the force behind smarter, faster, and more secure technology operations at AAOS!
- Clearly communicate why you are the ideal candidate for this role, providing specific examples and experiences as proof points.
- Resumes must be accompanied by a cover letter with salary expectations to be considered.
Please note:
- This position is based in Rosemont, Illinois and is open to applicants who are able to commute twice per week to this office.
- Applicants must already be authorized to work in the United States on a full-time basis. We are unable to sponsor or take over sponsorship of work visas.