Sr Manager ITSM

The Senior ITSM Manager will operate within a collaborative team environment, offering guidance to less experienced team members and external third parties. This position ensures adherence to Information Technology Service Management (ITSM) and/or Information Technology Infrastructure Library (ITIL) processes, supports technology staff through comprehensive reporting and training, and executes tasks as specified by operational documentation and managerial directives. The role emphasizes reliability, quality, and the overall customer or end-user experience.

Key Responsibilities:

The Senior ITSM Manager will operate within a collaborative team environment, offering guidance to less experienced team members and external third parties. This position ensures adherence to Information Technology Service Management (ITSM) and/or Information Technology Infrastructure Library (ITIL) processes, supports technology staff through comprehensive reporting and training, and executes tasks as specified by operational documentation and managerial directives. The role emphasizes reliability, quality, and the overall customer or end-user experience. 

Problem Resolution:

Implement defined ITSM/ITIL Problem Management process(es) while helping drive direction on continual maintenance and improvement of these processes. Conduct presentations and training of internal and external staff. Prepare or update documentation as needed. Complete other related duties as assigned.

Major incident management:

Provide occasional after-hours support as needed. Help to create standards, policies and controls that align with the needs of the business. Identify risk-related issues needing partner concern to management.

Performance Management:

Create and align performance metrics for Incident Trending, Root Cause, and Risks. Gain a deep understanding of technology functions, processes, and operations. Stay updated on business and market trends impacting the Department and business lines.

Change & Release Management:

Participate in planning and implementing new changes and releases within the technology department, while working collaboratively with engineering and operations to strike the right balance between process and delivery

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree in Information Technology or Business Administration
• ITIL V3 or V4 Certification
• 10+ years of IT experience including 5+ years of experience coordinating all aspects of large-scale ITSM projects (Major Incident, Change, Problem, etc).
• Demonstrable experience of ITSM process definition and metrics.
• Experience with data analysis and reporting tools (e.g., ServiceNow Performance Analytics, SQL, Excel, BI tools).
• IT service management processes and workflows.
• Good understanding of IT operations and ITIL disciplines
• Solid technical background with a deep proficiency of IT infrastructure and applications.
• Demonstrable experience in problem management and incident management.
• Knowledge of ITSM frameworks and standard processes.
• Excellent analytical and problem-solving skills as well as good communication.

Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.

Work environment/physical demands summary:

This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.