Sr. Manager of ITIL Governance

Overview

The Sr. Manager of ITIL (IT Infrastructure Library) Governance will be responsible for driving the development, implementation, and continuous improvement of ITIL-based service management frameworks and processes across the IT organization. This position will lead the projects and change management to implement to process workflows, software and/or organizational development recommendations to align with ITIL best practices, ensuring the highest levels of service quality, efficiency, and compliance. This position will be key to driving consistency and accountability across all IT service management processes, while fostering a culture of continuous improvement.

Responsibilities

▪ Leads the development, implementation, and optimization of ITIL governance frameworks and processes.▪ Defines and enforces ITIL best practices and standards across service management processes, ensuring alignment with organizational goals.▪ Oversees the establishment of governance controls to ensure compliance with ITIL principles in service design, transition, operation, and continual improvement.▪ Drives the strategic direction of ITIL adoption, including roadmaps and initiatives to enhance service delivery efficiency.▪ Manages and optimizes key ITIL processes, including Incident Management, Problem Management, Change Management, Service Request Management, Service Level Management, and Asset Management ▪ Implements process monitoring and performance metrics to measure and improve the efficiency and effectiveness of ITIL processes.▪ Ensures continuous improvement initiatives are in place to refine and optimize service management processes, reduce costs, and enhance service delivery.▪ Establishes and manages compliance and audit processes related to ITIL governance, ensuring alignment with internal policies, industry standards, and regulatory requirements.▪ Regularly assess the effectiveness of ITIL governance and report on the status, issues, and improvement opportunities to senior leadership.▪ Ensures ITIL governance processes are followed and continuously improved in order to meet service delivery expectations, business needs, and customer satisfaction levels.▪ Collaborates with senior leadership, IT teams, and business units to ensure ITIL governance processes are integrated into the overall IT and business strategies.▪ Provides guidance, training, and mentorship to IT staff on ITIL processes and governance principles.▪ Builds and maintains relationships with key stakeholders to ensure alignment and engagement with ITIL governance initiatives.▪ Acts as the primary point of contact for all ITIL governance-related matters across the organization.▪ Develops and maintains dashboards and performance reports to measure the effectiveness of ITIL processes and governance controls.▪ Presents regular updates on ITIL process performance, risks, and improvement opportunities to senior management and relevant stakeholders.▪ Ensures that all ITIL processes are properly documented, including process flows, roles, responsibilities, and procedures.▪ Drives knowledge-sharing initiatives within the IT team to increase ITIL awareness and skills.▪ Leads training and awareness programs on ITIL practices to ensure effective implementation and adherence to governance standards.

Qualifications

Education and Experience

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field (or equivalent work experience). Minimum of 7 years of experience in IT service management, with at least 5 years in a leadership role focusing on ITIL processes and governance. Strong experience in leading the implementation of ITIL-based processes such as Incident Management, Change Management, Problem Management, Service Level Management, and Continual Service Improvement.

Special Skills, Licenses and Certifications

Proven track record of managing ITIL governance frameworks and leading process optimization in large, complex IT environments. Indepth knowledge of ITIL best practices and frameworks, with hands-on experience in service management processes. Strong understanding of IT governance, risk management, compliance, and audit practices.Certificates preferred but not required: ITIL Expert or ITIL 4 Managing Professional certification, ITIL 4 Strategic Leader certification, Risk and Information Systems Control (CRISC) or other IT governance certifications, Project management certifications (e.g., PMP, Prince2, CAPM).

Performance Based Competencies

Demonstrated ability to collaborate with cross-functional teams and senior stakeholders to drive governance initiatives. Excellent communication, and interpersonal skills, with the ability to influence and build relationships with stakeholders at all levels. Strong problemsolving skills, with a data-driven approach to decision-making and continuous improvement.

Work Environment And Physical Demands

More than 50% of work time is spent front of a computer monitor.

HIRING RANGE:

$156,741.30 - $203,763.69

All HealthPlan employees are expected to:▪ Provide the highest possible level of service to clients;▪ Promote teamwork and cooperative effort among employees;▪ Maintain safe practices; and▪ Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.IMPORTANT DISCLAIMER NOTICEThe job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive or definitive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.