Manager, IT Service Management

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As the Manager, IT Service Management, you will lead a team of IT Service Managers focused on making IT services valuable, observable and operate with reliability. You will own and mature Live Site Culture and practice with a dedicated focus on Service Improvement Plans and the customer and user experience.  You will lead the management of end-to-end IT service health, identify critical service offerings, and drive end-to-end improvement.  Your impact will include reducing our hardware and software spend while continuing to drive reduction in incident volume and time to restore.

This is a hybrid position with weekly onsite days required at our Mountlake Terrace, WA campus.

What you’ll do:

• Manage the IT Service Management strategy; develop plans, organizational change management, and align leaders across the company to improve the Return on Investment of IT Services and ITSM platforms (eg ServiceNow) 
• Lead team of IT Service Managers, mentor and coach team to enhance their skills and performance
• Develop, Manage and contribute to Vendor Contract Negotiations with a focus on ITIL (IT Information Library) Metrics and Service Level Agreements (SLAs) with data driven decision making 
• Continuous monitoring of Premera IT Service Health Metrics and regularly report to Executive Leadership in regular Service Health Events and on an as needed basis 
• Maintain High Profile Customer Performance Guarantee metric/results and Continuous Improvement. Identify and track Service Improvement Plans to meet or mitigate Performance Guarantees 
• In Partnership with Product Management, contribute to the ServiceNow roadmap by supporting functional and non-functional requirements, adoption of new modules and maturity of existing modules (ITSM, ITOM, ITAM, APM, SPM, Demand Management, etc) 
• Own, Facilitate and Continuously Improve Service Health Events such as Weekly Live Site reviews, Monthly Engineering Reviews and Quarterly Service Reviews 
• Ensure compliance of IT Controls surrounding ITIL policies and security including Asset Inventory (HAM/SAM/CMDB) 
• Create, Develop, mature and own ITIL Policies and Standard work including but not limited to CMDB (Configuration Management Database), Incident, Problem, Change, Service Catalog, Application Availability and Performance 
• Measure and regularly report on Vendor Performance Management. Coach and train vendors of Premera Standard work and Service Level Agreements 
• Maintain the Configuration Management Database (CMDB) compliance, completeness and Correctness including Asset Inventory and Version management 
• Participate in Major Incident Technical Bridges for identification, prioritization and resolution. Own and maintain Post Incident Review processes and policies 
• Own and maintain Policies and ensure audit compliance.  
• Perform other duties as assigned. 

  What you’ll bring:

• Bachelor's Degree in Computer Science or related field or four (4) years’ experience in information technology (Required)
• 6 years’ experience in information technology, application development, system administration/engineering, or systems development which includes previous program or team leadership experience (Required)
• Experience implementing and maturing ServiceN