ITIL Service Manager

Onebridge is a Consulting firm with an HQ in Indianapolis, and clients dispersed throughout North America and beyond. We have an exciting opportunity for a highly skilled ITIL Service Manager to join an innovative and dynamic group of professionals at a company rated among the top “Best Places to Work” in Indianapolis since 2015. 

ITIL Service Manager | About You 

As an ITIL Service Manager, you are responsible for overseeing and optimizing IT service management processes to ensure seamless operations and alignment with business objectives. You will lead Incident Management and Root Cause Analysis efforts, ensuring that service functions are not only efficient but also meet communicated expectations. Your role will involve assessing and managing risks to maintain high levels of service reliability. With a strong background in Agile methodologies, you will foster continuous improvement and adaptability within the service management framework. 

ITIL Service Manager | Day-to-Day 

• Lead Incident Management processes to ensure timely resolution of incidents, minimizing business impact and maintaining operational continuity. 
• Conduct in-depth Root Cause Analysis to identify underlying issues and implement corrective actions that prevent recurrence and improve service reliability. 
• Monitor and ensure the smooth operation of service functions, proactively addressing performance issues and maintaining high service standards. 
• Communicate service performance metrics and incident resolutions to stakeholders, ensuring transparency and alignment with business expectations. 
• Assess and manage risks associated with IT services, developing and implementing strategies to mitigate potential disruptions and enhance service resilience. 
• Collaborate with cross-functional teams to drive continuous improvement, aligning ITIL processes with Agile practices to enhance service delivery and organizational agility. 

ITIL Service Manager | Skills & Experience 

• 5+ years of experience in IT service management, with a strong focus on Incident Management and Root Cause Analysis. 
• Proven ability to ensure service functions operate smoothly and efficiently, meeting communicated expectations. 
• Demonstrated experience in risk assessment and management within an IT service environment, with a focus on service continuity. 
• Proficiency in Agile methodologies, with experience in integrating ITIL processes within an Agile framework to enhance service delivery. 
• Excellent communication and stakeholder management skills, with the ability to convey complex technical information clearly and effectively. 
• Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues to improve service reliability. 

A Best Place to Work in Indiana since 2015