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IT Service Design Manager
Location
Mexico
Posted
86 days ago
Salary
0
Seniority
Senior
Job Description
IT Service Design Manager
Fortrea
• Responsible for closely partnering with IT business units to scope services that align to their strategic programs and deliverables • Helps in the leadership of financial and strategic evaluations to achieve operational effectiveness and efficiency through service introduction and service transition best practices • Aids in leadership of cross-functional strategic initiatives that may include business engagement and organizational change management with IT business units and partners • Collaborates with the business and IT peers to understand strategy and needs • Develops and drives a services/support design to meet demand • Reviews and compares offering with current and future needs, identify gaps and ensure strategy addresses gaps • Prioritizes initiatives based on business need, cost and impact • Determines and/or recommends approach to provide services • Provides cost, feasibility and impact/benefit analysis to support • Engages BU leaders regarding requirements to deliver on strategies and partner to shape initial scope • Ensures end to end implementation of service through managed service providers or other third parties • Partners with internal cross-functional teams, ensuring seamless service delivery and hand-offs from design to execution (service introduction to service transition)
Job Requirements
- Bachelor’s degree in information technology, computer science, or related fields
- ITIL (Foundation, Practitioner, Service Manager) Certification v3 (v4 preferred)
- 5+ years of experience in IT service design, with focus in service introduction processes of scoping, mapping and t-shirt sizing, and relationship management
- Strong grasp of ITSM ITIL principles and methodologies (v3 and v4)
- Proven track record of successful delivery within a managed service provider operating model
- Proficient in the use of IT service management tools and technologies like Service Now
- Excellent analytical, problem-solving, and decision-making skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment
- Experience in project management and knowledge of agile methodologies is a plus
- Exceptional written and verbal communication and interpersonal skills
- Demonstrated ability to partner with business stakeholders and navigate across conflicting priorities to balance critical tactical and strategic needs
- Strategic thinker, with demonstrated ability to work in a broad and top-down manner with a fair amount of ambiguity at the center.
- Results-orientation with the proven ability and reputation for developing plans and implementing them successfully
- Self-directed, self-motivated, and driven who can fill in the gaps as to what is needed, and to drive expected results.
Benefits
- Professional development opportunities
- Flexible work arrangements
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