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IT Service Management Manager
Oklahoma City, OK Req ID: 277986 BASIC PURPOSE: The ITSM Manager is responsible for the deployment and evangelization of IT Service Management and its related processes: Incident management, Request Fulfillment, Problem Management, Configuration Management, Change Management, and Knowledge Management. The focus of the position is mainly on Process Owner activities but requires a deep understanding of all processes deployed. MAJOR RESPONSIBILITIES: *Establish, document and articulate IT and business requirements for a new service management tool implementation *Develop a strategy and roadmap to implement an IT Service Management tool that documents integration points and enables a great user experience *Own and manage the product backlog for a new IT Service Management tool implementation *Manage, report, and communicate on the performance of key service management tool processes *Develop configuration management process objectives and policies and implement configuration management tooling in a retail environment to manage software applications and configurations across hundreds of locations and tens of thousands of endpoints. *Document and maintain relationship maps of all business services, applications, and related IT assets. *Ensures that improvement initiatives identified in service reviews are acted on and progress reports are provided to key stakeholders *Coordinate with different business units to define roadmap and process priorities for various ITIL processes *Strategizes, implements, executes, and coordinates with leadership to develop strategies, roadmaps, and goals to integrate individual process with the broader ITSM strategy and assess against clear measures of success *Leverage industry-leading standards, practices, and frameworks to determine how ITSM processes will be designed and/or improved *Negotiate levels of service to be delivered with the customer (either internal or external) and formally document these levels of service in SLAs EDUCATION AND EXPERIENCE: *Education: *Bachelor's degree in Management Information Systems, Computer Information Systems, Computer Science, or equivalent work experience *Preferred: *ITILv3 Foundation *ITIL Intermediate certificate in Release, Control and Validation (RCV) or Service Transition (ST) or Operational Supports and Analysis (OSA) is a strong asset *A Project management certification is a plus *Experience: *5 years of IT experience *2 years of experience as a Process Owner of a Service Management practice *2 years of project management experience (PMP a plus) *Experience working across organizational boundaries SKILLS AND PHYSICAL DEMANDS: *Skills: *Expertise in service management platforms, preferably Service Now, or other comparable cloud-based enterprise products *Deep understanding of ITIL approach, principles, and processes *Excellent communication skills (spoken and written) *Experience managing a team *Broad understanding of IT technologies and business considerations *Typical Physical Demands: *On-call availability as needed. *Requires prolonged sitting, some bending and stooping. *Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals. *Manual dexterity sufficient to operate a computer keyboard, mouse, hand, and power tools, and to handle other computer components. Job Function(s): Information Technology Love's Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we've provided customers with highway hospitality and "Clean Places, Friendly Faces." We're passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love's Family of Companies includes: *Gemini Motor Transport, one of the industry's safest trucking fleets *Speedco, the light mechanical and trucking service specialists *Musket, a rapidly growing, Houston-based commodities supplier and trader *Trillium, a Houston-based alternative fuels expert |
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