IT Service Manager

The IT Service Manager will be responsible for defining, implementing, and managing Major Incident and Problem management processes for Safelite. They will collaborate with the Service Management team and other stakeholders to ensure timely and successful resolution of Major Incidents and participate in ongoing support meetings to drive continuous service improvement.

Requirements

• Bachelor's Degree in Information Technology, Computer Science, or related discipline
• 7-9 years of experience in technology management and/or operational experience
• 4-6 years of experience with developing and delivering training on systems, process, standards, and policy
• 4-6 years of knowledge of ServiceNow platform, including familiarity with ServiceNow modules (CMDB/ITSM, Portal, Mobile, and Automation) and workflow
• 4-6 years of demonstrable experience of collaborative working with teams locally and globally
• 4-6 years of broad general knowledge of infrastructure, network, application technologies, and ITIL and Service Management common practices
• 4-6 years of proven analytical and quantitative skills, ability to use hard data and metrics to back up assumptions and measure success
• Excellent oral and written communications skills, possess excellent organizational skills, ability to engage, build relationships with and influence senior leadership and stakeholders, proven knowledge of ITIL Service Management processes, effective analytical skills, including an ability to anticipate and highlight potential risks associated with management or resolution, workarounds, and root causes

Benefits

• Competitive salary
• Benefits (health, dental, vision, 401(k), etc.)
• Paid time off
• Opportunities for career growth and development
• Collaborative and inclusive work environment