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IT Service Management Team Lead

Camas, WA, United States
Information Technology
11040

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Job Description

Overview

It's an exciting time to join Fisher Investments; we're investing in the future of our firm's technology and information security. Our business is growing internationally, which emphasizes the need to build an unparalleled team that creates future global scale through strategic solutions and new ideas.

Reporting to the Vice President of Demand Management, the role of the IT Service Management Team Leader is to lead the IT Service Management team and build strategic relationships with other groups in Technology and with Business Groups. You will bring experience of the practical implementation and use of the ITSM Framework, IT Infrastructure Services, formal IT processes and typical processes.

 

The Opportunity:

 

You will manage existing service responsibilities and further establish additional services. You will set the prioritization of team projects, manage team members and their performance reviews, lead recruiting for any open headcount, and ensure that projects and services aligns with and supports our strategy.

You will focus on managing your client/customer relationship and support us in managing the evolving technology landscape at an enterprise level. We ask that you build relationships among other IT departments and with the BCP team. You will ensure the ongoing cost-effectiveness and integration capabilities of the services. Improving the Service Portfolio, based on metrics and customer feedback, will be an important role for you to provide the best possible service to support the business.

 

The Day-to-Day:

  • Lead the Service Management Practice, which consists of a team of approximately 5 professionals
  • Establish service goals, expected outcomes and results
  • Design and use score-cards, surveys, methods and tools to monitor KPI, OLA and Service Level Agreement compliance
  • Work with relevant teams to determine the service portfolio roadmap, maturity path, customer priorities and desire to improve maturity levels
  • Ensure that IT Services are being consumed by teams and that IT Service Managers are partnering/working with departments
  • Ensure service levels are defined and met around Availability, Performance and Resiliency
  • Be the Major Incident Management Coordinator
  • Maintain a communication plan to ensure Fisher leadership understands ongoing Major Incidents
  • Identify opportunities for process improvement and follow the principals of Service Improvement using metrics to ensure processes provide the anticipated value to partners and users
  • Analyze and refine service portfolio metrics to help shape the future ITSM Strategy
  • Operate ensuring that the operationalized ITSM processes and responsibilities contribute to all partners, concerning the delivery and usage of those services
  • Provide customer experiences, obsess over quality of services being delivered, and be relationship oriented. Some ways could include:
  • Use an outside-in approach model and measure service success from customer's point of view
  • Showcase service improvements
  • Communicate service impairments to the business/customers while taking ownership of service resolution/restoration and coordination of resources

Your Qualifications:

  • 15+ years of IT Experience with 5+ years of Management/Team Leadership experience, including:
  • Provide analysis, consulting, and making recommendations on good practices for solutions that scale and are flexible to Infrastructure and Operations ecosystem
  • Coach, mentor and motivate service delivery managers and staff to increase service and staff performance, end-user satisfaction, and employee satisfaction
  • 5+ years' recent experience in ITSM (IT Service Management) and IT Service Delivery Leadership
  • Experience with IT service portfolio creation and management, service and value requirement definition and design, and typical supporting operating models
  • Typical elements that make up services, up-stream and down-stream dependencies, integrations, redundancy, availability, performance, and recovery models
  • Experience creating and disseminating IT processes
  • Experience working within the ITIL Framework with formal Service Management to include:
  • Incident Management
  • Problem Management
  • Change Management
  • Asset Management
  • Configuration Management (CMDB)
  • Capacity Management
  • Service Catalog
  • Manage IT Service Management Tools and Service Level Agreements
  • ServiceNow Software
  • CMDB databases and Cis
  • U.S. candidates must be fully vaccinated as defined by the medical community against COVID-19 and provide proof of such vaccination by date of hire

Why Fisher Investments:

 

At Fisher Investments, we work for a bigger purpose: bettering the investment universe. From unmatched service to unique perspectives on investing, it's the people that make the Fisher purpose possible. And we invest in them by offering exceptional benefits like:

  • 100% paid medical, dental and vision premiums for you and your qualifying dependents
  • A 50% 401(k) match, up to the IRS maximum
  • 20 days of PTO*, plus 9 paid holidays
  • 8 weeks paid Primary Caregiver Parental Leave
  • Back-up Child Care Program available, offering up to 10 days annually
  • A cumulative learning and development framework customized for every employee
  • An award-winning work environment - we're Great Place to Work Certified, and Top Workplace winners from The Oregonian

We take great pride in our inclusive culture. We value the different perspectives and unique skills you bring to the team – it makes us all better. Success at Fisher Investments is motivated by results, a collaborative mindset and a commitment to accomplishing great things – so if you are ready to do that, we are ready for you! Apply today to be a part of a team environment where you make a difference in the lives of people by bettering the investment universe.

 

*California employees accrue up to 17 days of PTO and 3 days of sick time per year.

FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER

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