ITSM Process Manager jobs in the United States

Our client, a leading innovator in IT and management consulting solutions, is hiring an ITSM Strategy Process Manager for a contract position in Maryland. The successful candidate will lead a team of experts in designing and implementing best-practice IT Service Management and ITIL solutions for federal clients.

Responsibilities:

• As the ITSM Strategy Process Manager, you will develop, prioritize and communicate the vision and roadmap for ITSM products and services to ensure they align with client objectives.
• You will work closely with ITSM process owners, managers, and stakeholders to collect, analyze and validate requirements using agile methodologies.
• Support the adoption and enhancement of ITSM products and services by delivering training, documentation, feedback, and end-user assistance.
• Assess ITSM product and service performance using data-driven metrics to identify areas for continuous improvement.
• Manage ITSM/ITIL maturity, create improvement roadmaps, and advocate ITSM strategies to stakeholders.
• Oversee the execution of ITSM strategy and implement necessary adjustments.
• Plan and manage support for strategy management tools and processes, ensuring effective coordination with other processes.
• Engage with stakeholders to identify improvement and training needs
• Create a service catalog-based request queue to centralize and streamline service improvement ideas.
  
  

Qualifications:

• Bachelor’s Degree with at least ten years of ITSM/ITIL service management experience.
• Over six years of experience in developing and implementing intricate ITSM solutions across diverse platforms and cloud environments.
• More than eight years of experience in IT Modernization.
• At least one year of experience with ITIL-related Digital Practices, such as DevSecOps, Product Management, Lean, CX, UX, Design Thinking or AI OPS.
• Certifications in one or more of the following: ITIL v4 Managing Professional, ITIL 4 Strategic Leader, ITIL v3 Expert or ITIL v4 Foundation.
• Demonstrated ability to build and sustain strong client relationships.
• Expertise in analyzing complex issues and offering innovative solutions.
• Familiarity with federal proposal and acquisition processes.
• PLEASE NOTE** Applicants must be a US Citizen or Green Card Holder due to federal contract requirements.
  
  

Interested? Apply Now in the link below to be considered for this role.

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