Job Description:
The Process Manager, ITSM Incident & Problem Management is responsible for overseeing and enhancing incident and problem management processes within a managed service provider model. This role ensures the efficient and effective resolution of IT incidents, minimizes service disruptions, and leads root cause analysis efforts to prevent recurrence. The team member will collaborate with internal IT teams, service providers, and business stakeholders to drive continuous service improvements, enforce ITIL best practices, and ensure service excellence across the organization.
Essential Functions:
Oversee the end-to-end incident and problem management lifecycle, ensuring timely resolution of major incidents and recurring problems.
Implement and enforce ITIL-based processes to enhance service provider performance.
Develop and maintain key performance indicators (KPIs) and service level agreements (SLAs) for incident and problem management.
Analyze ITSM data and reports to identify trends, gaps, and opportunities for process improvement.
Collaborate with Change and Release Management teams to ensure alignment with incident and problem resolution efforts, minimizing risk and reducing service disruptions
Oversee the performance and contractual obligations of ITSM service providers.
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HR@insightglobal.com. The EEOC "Know Your Rights" Poster is available
here.
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3+ years of experience in IT service management, focusing on Incident & Problem management
Experience managing ITSM service providers and vendor performance
Hands-on experience with ServiceNow - ITIL best practices, major incident response, and problem resolution methodologies
Experience in ITIL and IT project management via various SDLCs (i.e., Agile, Waterfall, Hybrid, etc.)
Masters degree - Information Technology, Computer Science, or related field or equivalent work experience
Experience in the cruise and/or travel industry.
Certifications: ITIL Certification (V3 or V4), ServiceNow Certification (CIS-ITSM, ServiceNow Administrator), PMP
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.