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TK Elevator is currently seeking an experienced Sr. IT Service Manager located in Germantown, TN.

Responsible for all process and procedures associated with IT Service Management. Participate in company environment change management and execute incident and problem management. Interact daily with peer groups, vendors, and customers involving exchanges or presentations of factual information in order to facilitate and obtain desired business outcomes. Manage a team that maintains, implements, and continually improves IT services within the enterprise. Be accountable for the delivery and results of internal and vendor provided IT solutions to customers. Coordinate IT customer services and deliverables between Business Relationship Management and Operations. Lead Continual Service Improvement (CSI) activities with input from the Customer Management (CM) tower. Lead or liaison with other support teams, managers, vendors, etc. as needed. Manage communications with Business Area IT and Operations Management, Service Desk, and external service partners that support company IT Services. Ensure availability, quality, and effectiveness of the services offered meet the needs of the customers. Provide Service Level Agreements (SLAs).Manage all vendors to ensure compliance of contractual SLAs. Be responsible for the establishment and adherence to IT Service and IT Operational Level Agreements (SLAs & OLAs) for all services delivered to customers. Participate in global/local change control and cross-partner/vendor change control processes. Act as liaison between vendors and service providers for changes across the organization to ensure technical changes are reviewed and approved before being deployed to production. Provide awareness and scheduling of infrastructure and application activities that can impact the performance of current production services serving business systems. Manage and maintain within appropriate systems/databases all relevant data required to support IT service management. Create and maintain all process, procedural, and quality control activities required to ensure world class delivery of IT service management to all customers. Direct, manage, plan, and oversee the operational and administrative activities of staff. Manage resources including talent acquisition and development. Manage staff performance issues. Manage the functional change request and demand management process related to backlog and ensure backlog items are in alignment with global priorities and strategy. Assess new demand by understanding business challenges and initial requirements, translating them into system capability requirements. Document requirements and conduct processes and user impact analysis with regional and global stakeholders. Plan to deliver complete features and solutions. Be responsible for the prioritization of the backlog workload per ITSM guidance. Oversee the implementation and maintenance of new and on-going platform activities. Work with development team to conduct technical design impact and to release estimates. Participate in platform and integration testing. Manage platform operational support with a particular focus on technical integration, including interfaces between impacted and/or dependent applications. Manage stakeholders across the IT landscape. Act as primary POC for ServiceNow ITSM product-related activities and escalations impacting regional and global levels. Coordinate and conduct pre-UAT and user testing and develop documentation. Define platform operational model processes. Define processes for supporting development lifecycles. Define new templates for the intake process, service description, requirements, and UAT.

EDUCATION & EXPERIENCE:

• Bachelor’s degree in Information Systems, Computer Science, Engineering, or related field required.
• Ten years of IT management experience required.
• Ten years of experience delivering IT services and solutions required.
• Ten years of experience in IT service management processes required.
• Three years of experience in relationship management and/or client services required.
• Any experience required with: sales configurator applications (i.e., Configit) and product lifecycle management applications (i.e., Windchill); IT service management concepts and ITIL framework; PLM functionality (i.e., product structures, workflows, and storing product documentation); modeling for sales and products in a sales configurator.
• Working with IT service management in an enterprise environment in delivering and maintaining the company’s IT services; leading teams; IT systems and tools; management of business demands, progress reporting, and status utilizing a service desk ticketing system (i.e., ServiceNow); and with Microsoft Office tools, including Excel, Word, Visio, and Project.

Must have legal authority to work in the U.S. EEOE.

Send resume to: Karin Gibson, HR Ops Specialist, Global Mobility, 788 Circle 75 Parkway SE, Suite 500, Atlanta, GA 30339 or karin.gibson@tkelevator.com.

Please reference CP24 + job title in cover letter or subject line.

TK Elevator is an equal opportunity employer and committed to diversity. Qualified applicants will receive consideration for employment without regard to age, gender, race, color, religion, sexual orientation, gender identity, national origin, disability, and veteran status or any other protected status required by applicable law.

Applicants with disabilities who require reasonable accommodation in connection with the application process are encouraged to email us directly at ElevatorJobs.ams@tkelevator.com or call 1-844-427-5461.