IT Services Manager

Job Summary

The IT Services Manager (ITSM) reports directly to the Director of Information Technology Governance.   

In the role, the ITSM is responsible for IT Asset Management (ITAM) and serves as the primary point of accountability for the life-cycle management of information technology assets throughout the Bank.  ITAM supports the development and maintenance of policies, standards, processes, systems, and metrics that enable the Bank to best manage the IT Asset Portfolio with respect to risk, cost control, governance, compliance, and business performance objectives.

The ITSM is responsible for developing, documenting, managing, and auditing the near-term and long-term strategic plans for software, hardware and all associated bank technologies to ensure compliance with IT architectural standards, vendor contracts, and supporting internal SLAs.

The ITSM is also responsible for the overall implementation, on-going monitoring and continual improvement of the Bank’s ITIL Service Strategy. The Bank’s ITIL service strategy brings together components of ITAM, Service Operations, Service Delivery and Continuous Service Improvement to improve the overall effectiveness and efficiency of IT Services.

ITSM will oversee and assist in the formation of all service management policies and procedures that optimize the Bank’s IT service delivery.  ITSM will collaborate with all ITS Departments to ensure proper delivery of all Bank IT services in an effective and efficient manner.

The ITSM will be primarily responsible for supporting the implementation of a fully integrated IT Service Management System and will serve as a subject matter expert for configuration, implementation, and on-going use of the new system.

The ITSM is responsible for leading the Bank’s IT risk program which includes risk assessment and reporting, business impact analysis (BIA) and business continuity planning (BCP), testing, response, and recovery.

Essential Duties – IT Asset Management (ITAM)

• Maintain the Bank’s IT assets and application portfolio to inventory vendors, hardware, software, and installed versions. Using the asset inventory, manage technology risk, control costs, monitor governance, compliance, and performance objectives. Responsible for implementation and ongoing monitoring of tracking methods and tools.
• Plan and implement an automated IT asset life cycle strategy. 
• Serve as a subject matter expert to oversee and manage the implementation of an Integrated Asset and Configuration Management Database (CMDB).
• Manage the acquisition, deployment, utilization, tracking, security and final disposition of IT assets.
• Identify redundancy, overlap, economies of scale, preferred sourcing methods, etc. that support cost reduction strategies and opportunities.
• Establish and maintain consistent processes and procedures for the effective administration, review and procurement of IT assets. 
• Develop Key Performance Indicators (KPIs) and provide periodic reporting (monthly, quarterly, annually) to management.
• Develop reports to aid in budgeting and forecasting hardware and software purchases/renewals.
• Ensures that the CMDB reflects the real-time state of the IT infrastructure and can be used as the definitive IT baseline “source of truth”.
• Updates the CMDB when an IT Service is implemented or changed.
• Continually reviews the IT Asset Management process for efficiency and effectiveness.
• Fulfill hardware procurement ticket requests from internal customers through the use of various asset tracking and purchasing tools.
• Serve as the initial point of contact for managing vendor relationships; including hardware, software, wireless, connectivity, logistics and service providers.
• Build strong working relationships with ITS, Bank Security, Finance & Accounting, and other relevant business units/departments.
• Responsible for ITS and Bank Security audit support for applicable state and federal regulators, financial auditors and internal auditors.  Responsible for ensuring compliance with all federal and state regulations. 
• Collaborate with key stakeholders to complete annual software and hardware true-up and support renewals in a timely manner.

Essential Duties – IT Services Management (ITSM)

• Serve as lead in ITSM projects such as implementing ITSM systems, providing guidance and advice involving ITSM processes, including assessment, design, implementation and improvement of those processes.

• Oversees quality measurement reporting and related ITSM continual improvement activities. Ensure that each implemented ITSM process develops and reports on Critical Success Factors, KPIs, and Activity Metrics.