Global Service Integration Manager at Xerox in Cary, NC
Description & Requirements About Xerox Holdings Corporation For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power today's workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients -- no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Position
Summary:
Candidate will be joining the IT Service Management (ITSM) team within the Xerox Digital eXperience (XDX) organization. The ITSM team is accountable for managing/integrating ITIL processes/tools for an end-to-end service management strategy that meets evolving business requirements and delivers reliable and predictable IT services across the enterprise. This candidate will be responsible for process governance, managing contracted and agreed service levels, and continuous improvement deliverables. Primary job functions:
Oversee the ITSM processes including Incident, Problem, Change, Configuration, Knowledge, Request Fulfillment, and Service Catalog Lead the optimization of ITSM Incident, Problem and Change Management processes and all associated activities across global IT and business organizations Collaborate with other XDX leaders and delivery teams to define requirements for Service Management that deliver consistency, quality and agility Work closely with XDX leadership to understand Service management priorities and requirements to provide innovative solutions for achieving tangible results Provide a single point of contact for the implementation and execution of service management across XDX and coordinate processes across XDX and business functions Provide subject matter expertise and leadership in service management disciplines Drive Major Incident Management process and execution to ensure services are rapidly restored and continuously improved for operational efficiency Drive Change Management process and communicates direction and standards of performance for changes across the enterprise Ensure that infrastructure and application failures are analyzed to ascertain the true root cause(s) with appropriate actions identified and carried out to ensure similar failures are not repeated Monitor associated SLAs and metrics, working with Service Providers/internal support teams to address any shortfalls Focal point for all questions, issues, feedback regarding the operationalization of ITSM processes and platform Ensure Process Compliance and Execution of Service Management Process & Tools Provide ITSM process and tools training as required across the IT and business organizations Optimize the overall operation of the IT services, managed service providers, and processes to create and increase value for the business Govern Continual Service Improvement and drive it across Service Providers Establish and maintain strong, productive and collaborative relationships with the Service Providers Required
Qualifications:
Bachelor's degree in Information Technology, Information Systems, or related field Minimum of 5-7 years work experience in IT service management ITIL v3 Foundation or greater certification desired Experience with performance data analysis for ITIL processes Experience with implementing and maturing the CMDB, Discovery, and monitoring tools Experience with public sector systems compliance (Fedramp/DFARS/FISMA)
beneficial Skilled at working collaboratively in a complex environment and driving performance achievement and improvements Data-driven mindset of service excellence and customer satisfaction Successful teamwork experience and demonstrated leadership abilities Experience with IT Service Management toolsets including ServiceNow Leader in SIAM practice implementation and delivery Very strong Influential relationship management skills with stakeholders, senior management, peers and external service providers Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
Salary Range:
$200K -- $250K
Minimum Qualification
Systems Architecture & Engineering, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Summary:
Candidate will be joining the IT Service Management (ITSM) team within the Xerox Digital eXperience (XDX) organization. The ITSM team is accountable for managing/integrating ITIL processes/tools for an end-to-end service management strategy that meets evolving business requirements and delivers reliable and predictable IT services across the enterprise. This candidate will be responsible for process governance, managing contracted and agreed service levels, and continuous improvement deliverables. Primary job functions:
Oversee the ITSM processes including Incident, Problem, Change, Configuration, Knowledge, Request Fulfillment, and Service Catalog Lead the optimization of ITSM Incident, Problem and Change Management processes and all associated activities across global IT and business organizations Collaborate with other XDX leaders and delivery teams to define requirements for Service Management that deliver consistency, quality and agility Work closely with XDX leadership to understand Service management priorities and requirements to provide innovative solutions for achieving tangible results Provide a single point of contact for the implementation and execution of service management across XDX and coordinate processes across XDX and business functions Provide subject matter expertise and leadership in service management disciplines Drive Major Incident Management process and execution to ensure services are rapidly restored and continuously improved for operational efficiency Drive Change Management process and communicates direction and standards of performance for changes across the enterprise Ensure that infrastructure and application failures are analyzed to ascertain the true root cause(s) with appropriate actions identified and carried out to ensure similar failures are not repeated Monitor associated SLAs and metrics, working with Service Providers/internal support teams to address any shortfalls Focal point for all questions, issues, feedback regarding the operationalization of ITSM processes and platform Ensure Process Compliance and Execution of Service Management Process & Tools Provide ITSM process and tools training as required across the IT and business organizations Optimize the overall operation of the IT services, managed service providers, and processes to create and increase value for the business Govern Continual Service Improvement and drive it across Service Providers Establish and maintain strong, productive and collaborative relationships with the Service Providers Required
Qualifications:
Bachelor's degree in Information Technology, Information Systems, or related field Minimum of 5-7 years work experience in IT service management ITIL v3 Foundation or greater certification desired Experience with performance data analysis for ITIL processes Experience with implementing and maturing the CMDB, Discovery, and monitoring tools Experience with public sector systems compliance (Fedramp/DFARS/FISMA)
beneficial Skilled at working collaboratively in a complex environment and driving performance achievement and improvements Data-driven mindset of service excellence and customer satisfaction Successful teamwork experience and demonstrated leadership abilities Experience with IT Service Management toolsets including ServiceNow Leader in SIAM practice implementation and delivery Very strong Influential relationship management skills with stakeholders, senior management, peers and external service providers Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
Salary Range:
$200K -- $250K
Minimum Qualification
Systems Architecture & Engineering, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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