Critical Manager (ITIL/Service Management)

[Scott Miller5]

Critical Manager (ITIL/Service Management)

Job Description Summary
Unum is hiring for a Critical Manager (ITIL/Service Management) working as a senior individual contributor to join our Incident & Problem Team. In this fast-paced role you will be responsible for providing exceptional support and ensure the overall service supplied by internal Unum Group IT functions effectively and external 3rd party suppliers operate to the expectation of the published services. Working as a SME you will provide technical expertise to respond to incidents that could impact the enterprise bringing together all the resources necessary to drive resolution to a positive outcome consulting with other technical and business applications’ personnel to acquire, provide or influence technical direction. You will act as a liaison between the business and agreed IT functions for the successful delivery of service and change; enabling delivery of high-quality service to customers and to ensure service support and delivery processes are in place to meet business needs. The Critical Manager will also be involved in the development and execution working through other continuous service improvements and problem processes as well as other avenues across service management to maximize the quality, service and cost of Unum's external 3rd party relationships.

Job Specifications

• Bachelor's degree in computer science, or relevant technical experience
• Ability to be on-call as part of an on-call rotation shared across all team members, including holidays and weekends, on a rotational basis
• Has 5 - 7+ years' experience in an IT or related field
• Has expert knowledge of ITIL discipline a passion for service management
• Has experience in service management or support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Has service delivery experience when the service is constructed of multiple sub-services provided by multiple suppliers. e.g. Cloud (public, private, & hybrid)
• Has previous experience as a Team Lead or experience in leading virtual teams
• Demonstrates excellent project delivery skills to include problem solving, collaboration, influencing, and conflict management skills
• Has experience of managing 3rd parties and 3rd party delivered services
• Demonstrates excellent customer facing service skills
• Has excellent written and verbal communication skills at all levels of contact and in a wide variety of situations
• Uses strong technical background and understanding to present and discuss technical information in a way that establishes rapport and sustains credibility with IT
• Demonstrates strong application development partnering skills
• Has an excellent understanding of Agile/Lean leadership principles
• Ability to be on-call as part of an on-call rotation shared across all team members, including holidays and weekends, on a rotational basis
• Able to manage sensitive information
• Self-motivation and able to take responsibility

Principal Duties and Responsibilities

• Works with projects, the business and internal/external IT service providers to develop Service Level Agreements (SLAs) and Operational Support models when new services are delivered or reviewed.
• Acts as the service integration point for service providers for Operational Readiness when operational changes associated with services are required.
• Works with internal and 3rd party teams to ensure actions are taken and completed to protect and improve services.
• Provides regular and accurate management reporting on IT service performance.
• Actively contributes to short-term and long-term strategic planning around external 3rd party relationships.
• Acts as an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure an effective dialogue exists between departments.
• Drives continual improvement for capabilities and the delivery of services across IT teams in their functional area; ensures a cohesive, high-quality service is seen by the business by working closely with other IT teams across the enterprise to ensure service.
• Coordinates closely with other Service Delivery Managers across the group to ensure consistency of services and ITIL disciplines across the enterprise.
• Champions service and support in projects and develops a strong understanding of projects impacting service areas and ensures service impact is minimized.
• Accountable for the quality of service and performance; ensures future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drives internal and 3rd party service review meetings covering performance, service improvements, quality, and processes.
• Has a detailed understanding of the service construct and critical metrics (SLAs, KPIs, etc.) to evaluate and review service performance and technical information provided by the service suppliers.
• Has responsibility for the smooth implementation of change into the production environment by ensuring ITIL disciplines are followed.
• Works closely with other enterprise service delivery areas; has responsibility for managing any priority incidents, including communication to the business, and driving root cause analysis and resolution to ensure continued and improved service.
• Has the skills and ability to assess service health and bring together relevant parties to resolve service impediments impacting service performance.
• Provides meaningful reporting as agreed with the business to track service delivery and identify areas for improvement.
• Ensures service delivery through planning and prioritization activities with their team, the business, PMO, and internal/external IT service providers.
• Acts as the primary point of contact for the business groups to agreed IT functions, and vice versa.
• Makes recommendations for service improvement plans and ensures actions are followed through to completion in a timely manner.
• Leads cross functional medium to large complex projects.

Contact: Scott Miller, Sr. Talent Acquisition Consultant

Company: Unum