U.S. Bank is seeking an ITIL Service Support Manager with service management methodology and process experience to contribute toward the success of our technology initiatives. Oversees the delivery of one or more high-volume or high-impact Service Management process areas. Defines, monitors, and utilizes project metrics to assess service performance and ROI. Plans and develops a standard capability to support the client installation and migration services offering. Participates in installation and deployment of new infrastructure or application components. Develops standard processes and frameworks. Leads the selection and deployment of toolsets. Works with the delivery teams and partners to ensure excellent support for existing and potential customers. Manages multiple teams of service support specialists. Motivates, develops, and manages performance of individuals and teams. Manages staff of up to 100 employees. Recommends: hires, transfers, terminations, salary adjustments, performance standards, and reviews. Plans, develops, and controls moderate to large project/product budgets.
Successful applicants will exemplify US Bank's ethical principles of uncompromising integrity, respect for others, accountability for decisions and actions, and good citizenship.
Leaders at U.S. Bank consistently demonstrate integrity and ethics, maturity and resilience, and inspire trust and confidence among their teams. Our leaders are strong communicators who promote collaborative relationships, influence others, and value the diversity of backgrounds and ideas among their employees.
-Bachelor's degree or equivalent work experience
-ITIL Service Management Foundation certification
-At least 10 years experience within a total Information Technology (IT) environment.
-At least 5 years experience with the processes, practices, disciplines and tools needed to ensure that IT services are provided as agreed between the customer and IT provider.
Working experience in:
-IT audit and control
Extensive experience in:
-IT service management (ITSM)
-IT systems management
-IT service improvement
-System development life cycle
-IT incident management
-IT quality assurance
Subject matter expert in:
Other Locations Minnesota-MN-Saint Paul
1st - Daytime