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Manager, IT Service Delivery

Company: Navient
Location: Indianapolis
Posted on: June 25, 2022

Job Description:

The Manager, IT Service Delivery is responsible for the management and oversight of the ITSM Change & Configuration Management Database (CMDB) processes at Navient.Process Management

  • Oversee and enforce the enterprise Change & Configuration Management policies and processes to ensure stable and reliable IT services and clear communication between technology and business.
  • Provide continual improvement, development, integration, maintenance, and dissemination of the Change & Configuration Management procedures and training materials to all current and future stakeholders.
  • Review system problems and impact/risk of scheduled changes.
  • Participate in major incident problem resolution providing Change & Configuration Management support during problem identification and service restoration.
  • Develop metrics, monitor, & measure for improving value of performance and efficiency of the Change & Configuration Management processes.
  • Maintain contact with all levels of IT team members to ensure compliance and adherence to policies, procedures, standards, and controls.
  • Ensure proper compliance controls are established and reviewed and respond to audit requests with proper documentation and evidence.
  • Review and remain familiar with the Configuration Management Plan (CMP) and other documentation supporting each of our major contracts.
  • Assist Process Owners to update plans and ensure compliance with policies and standards.
  • Ensure consistent processes are employed to review configuration items regularly and ensure configuration items and their dependencies are accurately reflected in the CMDB.
  • Ensure all changes are properly documented in relationship to Federal Contracts. Prepare and reconcile periodic IT asset inventory listings.
  • Ensure all Solution Automation Requests initiated via the BMS process are evaluated and fulfilled in accordance with policies, standards, and controls.
  • Strive to increase efficiency and consistency across all of IT.People/Resource Management
    • Oversee support staff and their day-to-day functions to ensure quality and integrity of all processes.
    • Lead efforts to develop and implement effective process improvements and then transfer monitoring of success factors to support staff.
    • Manage staff including hire, termination, disciplinary action, performance evaluation, and coach behavior.Operations Management
      • Responsible for software tools to support Change & Configuration Management (including CMDB)
      • Collaborate with technical individuals in planning, designing, developing, testing and implementation of software in support of all processes across the enterprise.MINIMUM REQUIREMENTS
        • Bachelor's Degree Business Administration, Computer Technology or related field (Additional experience may substitute).
        • 5-7 years of process development, management, IT consulting or related experience.
        • 5-7 years of project/program management experience.
        • 3-5 years of IT consulting and/or management experience in a medium to large organization.
        • 3-5 years of technology management experience.
        • Experience with ITIL - ITIL Foundation certification or higher.
        • Additional education may substitute for above levels of experience.
        • This position will support a federal government contract. Applicants must be able to obtain Public Trust security clearance as required of federal government contractors to include a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. For this level of clearance, applicants must possess U.S. citizenship.PREFERRED QUALIFICATIONS
          • Extensive knowledge of ServiceNow ITSM modules including but not limited to Change Management and Configuration Management (including the CMDB)
          • People management skills, which include making hiring decisions, counseling, coaching, and motivating staff.
          • Ability to establish standards to ensure projects are adequately estimated, controlled, tracked, and managed.
          • Ability to understand Navient's technology application architecture and infrastructure and how it supports critical business operations.
          • Strong project management skills.
          • Strong knowledge of business environment.
          • Strong interpersonal skills required for a team environment.
          • Strong written and oral communication skills including persuasion and facilitation skills.
          • Strong teambuilding skills.All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.EOE Race/Ethnicity/Sex/Disability/Protected Vet/Sexual Orientation/Gender Identity. Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.Navient is a drug free workplace.

Keywords: Navient, Indianapolis , Manager, IT Service Delivery, Executive , Indianapolis, Indiana

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