IT Service Manager

Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work. Brief Description: Reporting to the Director, Service Operations and supports the definition, implementation and management of Major Incident and Problem management processes for Safelite. Working in conjunction with Safelite Service Management team and other key stakeholders, as the IT Service Manager, you will manage the team to ensure all Major Incidents across Safelite are addressed successfully in a timely manner to minimize business impact and also to participate as a Manager Incident Analyst when required. You will also be responsible for Problem Management processes, including root cause analysis, trends, and consistency. In addition, you will collaborate with the Service Transition Manager to ensure that the organization is prepared to support new or changed services.The successful person in this role will drive continual improvement in Service Management capabilities leveraging best practice, tools and technology and insight from business partners to achieve effective outcomes. Essential Functions • Support the definition, implementation and operation of Major Incident processes, systems, and tools within Safelite. Collaborate with other business units and Belron to optimize and standardize processes. • Run the Major Incident Corrective Action Review process when incidents arise. Conduct root cause analysis against all major incident to prevent reoccurrence and implement appropriate problem management processes related to repeating issues. • Accountable for the delivery of Major Incident Management and Problem Management services against agreed KPIs. Actively manage and/or support Major Incidents as they arise within Safelite, ensuring minimal amount of business disruption. • Proactively liaise with Business users, leaders, and partners to keep them informed of the impact of major incidents and the progress of resolution. Participate in ongoing support meetings/reviews with other IT and business leaders to drive continuous service improvement • Ensure IT Services Run organization is appropriately setup to take on ongoing support of new or changed service. • Delegate and direct service tasks, monitor the progress of current projects, and manage service team members to ensure the team's objectives and goals are met • Develop and deliver Disaster Recovery (DR) policies, training material, lead training sessions, communications, and DR exercises. • Educate and support internal and external resolving groups on the policies and principles of processes. • Act as an escalation for major production incidents, leading the incident response in real-time and coordinating with IT teams to ensure proper resolution. • Review and prioritize the investigation backlog and pending action items, making sure that delivery teams remain engaged until completion • Produce Root Cause Analyses to be shared with senior executive management for all major and high incidents and work with the Problem Management team to ensure that long-term remediations are tracked. Work experience and education: Min 7 years Experience in technology management and/or operational experience. Min 4 years Experience with developing and delivering training on systems, process, standards, and policy. Min 4 years Knowledge of ServiceNow platform including familiarity with ServiceNow modules (CMDB/ITSM, Portal, Mobile, and Automation) and workflow Min 4 years Must have broad general knowledge of infrastructure, network, application technologies in addition to SDLC, ITIL and Service Management common practices, Proven analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and measure success. Excellent troubleshooting and documentation skills. Bachelor’s Degree or equivalent experience. Knowledge, Skills and Abilities: 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 -- Internal Associates: Already a member of the Safelite team? Apply through your Workday account by searching 'Find Open Jobs'. Diversity: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal opportunity employer. Learn more at Safelite.com/Careers. Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment. -- Didn't find the right job? Upload your resume for ongoing consideration! Safelite® was founded in Wichita, Kansas in 1947. A leading service organization, the Safelite family of brands delivers our People Powered, Customer Driven experience to more than 11 million customers annually. Safelite® AutoGlass, the nation’s largest provider of vehicle glass repair, replacement and recalibration services, operates more than 700 stores and 7,900 MobileGlassShops™ across all 50 U.S. states, while Safelite® Solutions provides property and casualty claims management services to more than 175 insurance and fleet clients. All of this is supported through our technology-forward supply chain and corporate services. We’re People Powered: Our people come first. We care about your well-being and we’ll give you what you need to have a happy work/life. We’re good at what we do: we're proud of our 88% Net Promoter Score (NPS). We’re big: We’re owned by Belron®, the world’s largest vehicle glass company, spanning 40 countries across 6 continents. We’re trustworthy: We provide coverage to all U.S. drivers in all 50 states. We give back: Community service is important to us - we’ve even recycled 107K tons of glass to date. We're diverse: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal opportunity employer. We don’t discriminate on the basis of any characteristic protected by law, nor do we tolerate discrimination or harassment against our associates and clients. Click here to learn more about who we are. Accessibility: Upon request and consistent with applicable laws, Safelite will provide reasonable accommodations to individuals who need assistance in the application/hiring process. Click here for assistance, . Privacy: To review and consider your application, Safelite collects personal information. To understand what is collected and why, carefully review the Applicant Privacy Notice presented during your online application and/or review our Applicant Privacy Policy and Terms of Use. Agencies: Safelite does not accept unsolicited resumes or outreach from third-party recruiters. Absent a signed MSA and approval and request from Talent Acquisition to submit resumes for a specific requisition, we will not approve payment to any third party. Click here to be considered as an approved agency partner. Health and Safety: To ensure a safe working environment and protect the community at large, depending on the position, Safelite may require pre-employment screenings, including background checks and/or drug screenings, attestation of COVID-19 vaccination status, and precautions against COVID-19 in select work settings, subject to all applicable local, state and federal laws. Safelite will grant reasonable accommodations that do not cause an undue hardship to the business to legally entitled associates. Note: The contact methods provided are exclusively for accessibility and vendor management requests. All other outreach to these contacts will not be responded to.