Process Owner, Service Portfolio & Catalog Management (ITIL/ITSM)

Requisition 39102: B5 Process Owner, ITIL Practices 

 

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Norfolk Southern offers a unique opportunity to be part of our proud legacy that spans nearly 200 years. We are a customer-centric, operations-driven team dedicated to advancing safety, serving communities, and driving innovation for tomorrow's rail.  As part of Norfolk Southern, you’ll join a collaborative team where there are opportunities for growth across the organization. We are building a culture where everyone can thrive by owning and driving exceptional results, being humble and leading with trust, serving our customers with excellence, and collaborating and coaching to win.

 

Primary Purpose:

Norfolk Southern is seeking a Process Owner responsible for ITIL practice roll out for all departments within the IT organization.  Has overall accountability and responsibility for one or more ITIL practices. Supports the requirements of the stakeholders. This position has accountability for the process architecture, implementation, operation, and improvement of their accountable ITIL practices. All functional team operational process managers have a reporting relationship to the process owner. Ensures compliance with ITIL practice.

Primary Responsibilities:

 
Process Strategy
•    Prepares and submits the ITIL practice strategy to the SMO Leader for approval.
 
Process Governance
•    Chairs the Process Coordinator Council for their owned ITIL practice(s)
•    Ensures commitment and compliance to IT Service Management policies & processes.
•    Identifies gaps/issues and resolves issues that do not require IT Service Management Steering Committee approval.
 
Plans/Projects
•    Develops and submits the objectives, goals and plans for ITSM projects and operational plans to the SMO Leader for submission to the Steering Committee.
•    Submits project requests to the SVRO Workstream Leader for funding.
•    Coordinates ITSM projects with the ITSM program manager.
•    Submits joint project reports with the program manager to the Steering Committee.
•    Reviews changes in business requirements which may impact practice requirements.
•    Accountable for commitment to timeliness and quality of the assigned deliverable.
 
Budgets/Funding
•    Develops and manages an ITSM practice budget.
•    Monitors and reports all practice budgets to SMO Leader.
 
Process/Tool Change
•    Filters and categorizes submitted process RFC.
•    Approves minor policy and process changes.
•    Submits significant changes to the Process Owners Council and major changes to the Steering Committee.
•    Monitors the implementation of process changes.
•    Coordinates the review and approval of changes to the ITSM tool with the Process Owners Council and the ITSM Tool Product Owner.
•    Develops the process/tool-based training strategy.
 
Continuous Improvement
•    Provides oversight for individual practice improvement initiatives to assure that improvements are achieved.
•    Manages policy & process changes using release management.
 
Policies
•    Approves Portfolio level ITSM process policies.
•    Submits ITSM process policies to Process Coordinators Council for review and recommendation and submits recommendations for global ITSM process polices to the Process Governance Steering Committee.
 
Measurement and Reporting
•    Reviews, monitors, reports and initiates corrective actions on ITSM process KPI and process scorecard.
 
Process Operations
•    Primary process architect that ensures the process design is relevant and fit for purpose.
•    Provides input to staffing decisions regarding process managers and process champions.
•    Counsels on required resources to support expected process operations.
•    Provides feedback on process manager and process champion performance.
 
Communications
•    Conducts process-related communications to Stakeholders.
•    Primary champion / advocate of the process.
•    Provides feedback to Process Owners Council, Process Governance Steering Committee and Process Leader regarding conce