IT Service Management Operations Manager

Location: Amarillo, TX - Pantex Plant

Job Title: IT Service Management Operations Manager

Career Level From: Manager

Career Level To: Manager

Organization: IT Service Management )

Job Specialty: End-User-Support

• Direct the monitoring and management of IT service delivery performance, ensuring strict adherence to Service Level Agreements (SLAs).
• Coordinate and guide IT support teams for efficient incident and request resolution across both field and service desk operations.
• Maintain consistent communication with clients and stakeholders, providing timely updates and gathering essential feedback to enhance service quality.
• Proactively identify opportunities and lead the implementation of process improvements to elevate service efficiency and effectiveness.
• Oversee and manage the resolution of escalated service issues, ensuring timely action and appropriate communication.
• Conduct regular service review meetings with clients and internal teams. Prepare and distribute comprehensive performance reports, utilizing metric analysis to pinpoint trends and areas for enhancement.
• Develop and maintain thorough documentation of IT service delivery processes and procedures.
• Collaborate effectively with other IT departments to ensure seamless service integration and alignment.
• Collaborate on establishing and evolving frameworks for the deployment and maintenance of IT infrastructure and applications, ensuring they actively support our strategic service delivery objectives.
• Coordinate the development and implementation of comprehensive training and development programs for IT support staff, fostering continuous skill enhancement and alignment with organizational needs and emerging technologies.
• Work closely with stakeholders to manage vendor relationships and service contracts, ensuring third‑party services are integrated effectively and consistently meet established organizational standards and compliance requirements.
• Champion and facilitate adherence to Information Technology Infrastructure Library Foundation (ITIL) best practices and our evolving service management frameworks across all IT service delivery functions.
• Partner with relevant teams to develop, implement, and periodically review robust disaster recovery and business continuity plans for IT services, enhancing our collective resilience.
• Guide and support thorough root cause analysis processes for recurring issues, fostering a collaborative approach to identifying and implementing effective preventive measures.
• Facilitate and coordinate change management procedures, ensuring all updates and maintenance activities are planned, assessed, and executed to minimize disruption through collaborative effort.
• Manage budget allocation and resource planning for IT service delivery activities.
• Ensure full compliance with security policies and regulations in the delivery of IT services.
• Foster a culture of continuous improvement, collaboration, and customer‑centric service delivery within the team.
• Provide leadership and mentorship to team members and new hires, fostering their professional growth and development.

• Bachelor’s Degree and minimum 7 years of relevant experience.
• OR applicants without a bachelor’s degree may be considered based on a combination of at least 15 years of completed education and/or relevant experience.

• Not Applicable

• Demonstrated Experience with ITSM Platforms
• Proven Track Record in Process Optimization
• Strong Analytical Capabilities for Data‑Driven Insights
• Experience Facilitating IT Governance Forums
• Prior Experience in Cross‑Functional Collaboration
• Familiarity with Disaster Recovery and Business Continuity Planning
• Deep Understanding of IT Infrastructure and Application Deployment
• Information Technology Infrastructure Library Foundation (ITIL) Certification (or higher)

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