Company:
The Brixton Group, Inc.
Location: Houston
Closing Date: 20/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Responsibilities:
Responsible for the creation of a culture of technology service excellence, delivering the best client experience possible.
Serve as the driving change agent committed to service, continuous improvement, quality, and value.
Serve as the owner and leader of the service catalog, end-to-end service designs, service delivery processes and execution, service management, measurement, and reporting, and continuous improvement of all aspects of ITSM processes.
Oversee and optimize the performance of our technology service desk, ensuring timely resolution of incidents, and enforcing the standard of “no problem twice”.
Leverage ITIL and Six Sigma principles to evangelize the tenets of the Service Experience.
Maintain a deep knowledge of IT Service Management and identify opportunities for process adoption, enhancement, and improvement of Catalog, Incident, Major Incident, Request, Problem, Change, and Knowledge domains.
Lead the definition data-driven effective SLAs, SLOs, KPIs, and Metrics. Delivers effective and actionable reporting.
Ultimate point of contact for escalation of Service Management process-related issues, highly engaged with and responsive to key stakeholders.
Qualifications:
10+ years of experience in an IT Service Management function; leadership experience required
Bachelor's degree preferred; relevant experience in lieu of a degree may be considered
ServiceNow or similar incident tracking tool experience highly required.
Relevant ITIL certifications highly desired
Responsibilities:
Responsible for the creation of a culture of technology service excellence, delivering the best client experience possible.
Serve as the driving change agent committed to service, continuous improvement, quality, and value.
Serve as the owner and leader of the service catalog, end-to-end service designs, service delivery processes and execution, service management, measurement, and reporting, and continuous improvement of all aspects of ITSM processes.
Oversee and optimize the performance of our technology service desk, ensuring timely resolution of incidents, and enforcing the standard of “no problem twice”.
Leverage ITIL and Six Sigma principles to evangelize the tenets of the Service Experience.
Maintain a deep knowledge of IT Service Management and identify opportunities for process adoption, enhancement, and improvement of Catalog, Incident, Major Incident, Request, Problem, Change, and Knowledge domains.
Lead the definition data-driven effective SLAs, SLOs, KPIs, and Metrics. Delivers effective and actionable reporting.
Ultimate point of contact for escalation of Service Management process-related issues, highly engaged with and responsive to key stakeholders.
Qualifications:
10+ years of experience in an IT Service Management function; leadership experience required
Bachelor's degree preferred; relevant experience in lieu of a degree may be considered
ServiceNow or similar incident tracking tool experience highly required.
Relevant ITIL certifications highly desired
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