IT Service Management Manager

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This is a remote role that may only be hired in the following location(s):
North Carolina and Texas.

Overview

This position enhances the operational reliability, functionality, and efficiency of assigned programs or processes within Information Technology (IT). Facilitates the development and maturity of IT service capabilities by driving continuous positive change. Serves as a technical resource as needed and monitors compliance with all applicable IT or Enterprise Service Management (ITSM or ESM) standards or regulations. Ensures process improvements or changes are appropriately documented, implemented, and managed throughout the change lifecycle.

Responsibilities

• Process Improvement - Drives positive change or improvements in IT processes, programs, and procedures to enhance operational capabilities. Reviews processes, programs, or procedures to identify areas of improvement. Ensures changes, incidents, or problems are successfully implemented or resolved while maintaining service levels across platforms. Leads or assists in coordinated resolution efforts within major incident management processes as needed.
• Reporting - Responsible for documenting, reporting metrics, and monitoring events within the ITSM or ESM process methodology.
• Collaboration - Leads associates and business teams in problem resolution, support activities, and change management. Collaborates with management, teams, and other business units in the development, review, and implementation of process improvements. May assist in training others on implemented changes or technical processes.
• Communication - Effectively documents, organizes, and presents information in various levels of detail to the organization. Presents summaries of findings in various formats to all levels of the organization.

Qualifications

Bachelor's Degree and 6 years of experience in Operational Information Technology services and support including processes, programs, and procedures, OR High School Diploma or GED and 10 years of experience in Operational IT services and support. Preferred experience in ITSM Process Management (Change, Incident, Problem, or other relevant ITSM or ESM process). ITIL Certification and Six Sigma are preferred. Currently a contractor or contingent worker for First Citizens Bank is also preferred.

Benefits are an integral part of total rewards. First Citizens Bank offers a competitive benefits program. More information can be found at

• Not Applicable

• Full-time

• Information Technology

• Banking and Financial Services

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