Manager, Business Service Management

Manager, Business Service Management

Scope of Responsibility:
This role is responsible for BSM Strategy and execution; includes tool development and deployment.

Job Summary: The BSM Manager is accountable for the development of the BSM strategy for the as well as the support and evolution of the tools and capabilities that underlie that strategy.

Job Duties/Responsibilities:
Build BSM roadmap by working closely with business functional teams in identifying business objectives and priorities.
Develop Business Cases for the development/improvement of BSM technology based on trend and capacity analyses
Build BSM models based on the requirements from business and performance data collected from BSM tools to measure the quality of service delivered to the business and the impact of any performance issues.
Oversees the configuration, customization, and maintenance of monitoring tools from BSM solution portfolio to meet customer requirements.
Review BSM tool usage, make recommendations for improvements, and determine system requirements
Examine potential areas for service improvement and raise proposals with senior management
Ability to manage current engineering and support functions while progressing along the organizations BSM Roadmap
Provide coaching or mentoring to team members and give constructive feedback to individual's performance on a timely matter.
Interact frequently with infrastructure, application, development and security group on support roadmaps and operational agreements.
Evangelizes adoption of best practices across I&TG.
Successfully navigates the customer and IT leadership to understand functional and hierarchical dependencies that affect mission-critical and production environments
Maintain up-to-date knowledge by demonstrating strong motivation in continuous learning of latest methodologies and applications in improving Business Service Management practice.
Challenge Groups/Individuals on developing complete and well-thought-out solutions
Develop thorough IT environment knowledge in understanding the functional and hierarchical dependencies that affect mission-critical and production environments

Education Experience: Bachelor's Level Degree

Years of Related Experience: Over 10 Years

Travel Requirements: 25%

Job Requirements:
Minimum ten (10) years proven track record in a large global IT business service environment with specific emphasis on BSM or ESM; A minimum of 7+ years of managerial experience in managing at least 2 BSM functions (network monitoring, systems monitoring, event management, ticketing systems, run book automation, etc.); and managing a team of 10 plus direct reports
ITIL Foundation certification desired
"Demonstrable experience leveraging automation drive out cost or inject speed/quality into business and/or support processes
"
Deep understanding of the BSM industry with an understanding of the capabilities of the Big Four as well as open source alternatives
"Experience in producing high-quality deliverables in a matrixed organization. Specifically, where the quality of the work is dependent on others.
"
"Experience in implementing at least one Incident, Problem, or Change ticketing system
"
Ability to learn in-depth knowledge of a wide variety of hardware and software system, and business unit mission-critical functionalities and dependencies.
Highly developed analytical skills with the proven ability to perform in a fast-paced environment and under time constraints while keeping attention to details
Excellent communication skills (both oral and written)
Strong team building, teamwork and collaboration skills
Understanding of ITIL with emphasis on the interactions between processes
Exposure to formal Enterprise Architecture frameworks (Zachman, TOGAF, etc.)
Ability to balance tactical and strategic demands

Preferred Skills:

Experience transforming an ESM function to a BSM function
Masters Degree in Engineering or related discipline
ITIL Foundations Certification