Senior IT Service Manager

About the position

At Entegris, we are committed to continuous improvement in our IT Service Management (ITSM) practices to ensure optimal efficiency, enhanced communication, and service delivery aligned with our business priorities. As the Senior IT Service Manager, you will play a pivotal role in shaping our ITSM strategies and processes.

Responsibilities

• Act as the process owner for multiple ITSM disciplines including Incident, Change, Configuration Management (CMDB), Asset Management, Service Requests, Knowledge, and Problem Management.
• Identify and manage strategies, roadmaps, and improvement implementations across various ITSM areas and the IT Continuity and Resiliency program.
• Define, oversee, and report on the performance of ITSM processes, tools, integrations, and automation using best practice KPIs and Critical Success Factors.
• Work closely with all organizational levels to understand business and IT priorities, translating them into operational processes supported by technology and governance.
• Provide backup and support for key ITSM roles as needed to ensure optimal service delivery.
• Manage ITSM resources with a focus on associate development, service delivery, and process maturity.
• Lead IT Continuity and Resiliency program.
• Lead initiatives to align service delivery with business priorities and enhance support maturity.
• Implement process improvements that yield measurable quantitative and qualitative results.
• Develop and enforce service standards and procedures for effective service delivery and resiliency.
• Foster strong customer relationships to improve response and delivery times.
• Create and publish key metrics and dashboards for organizational visibility.
• Gather global feedback to ensure services and processes are intuitive and effective.
• Stay updated on industry innovations and trends to recommend cutting-edge technology, automation, and processes.
• Act as a liaison to IT teams, promoting the vision, value and benefits of ITSM processes and tools.
• Ensure clear documentation of roles, responsibilities, and ITSM tool functionality which includes training materials, SOPs, and policies.
• Facilitate regular collaboration sessions with Process Managers and Business Leaders to drive continuous improvement.
• Lead technology advancements with other areas to aid in automation, continuity, and resiliency.
• Participate in internal and external audits, which includes data gathering, maintaining comprehensive process documentation, and translating needs into technical requirements.
• Manage vendor relationships, resources and contracts associated with technology used in ITSM, Continuity & Resiliency Programs.

Requirements

• ITIL Foundations Certification (v3 or v4) required; ITIL Intermediate preferred.
• Bachelor's degree in Computer Science or a related field.
• 5+ years as an IT process owner, conducting assessments, designing processes, and implementing service management solutions.
• 3+ years of experience with ServiceNow.
• Experience managing and maturing a Configuration Management Database (CMDB).
• Proven experience leading teams in an enterprise environment with direct reports.
• Experience in managing customer relationships and understanding business imperatives.
• Strong understanding of IT infrastructure, systems, and service management frameworks.
• Strong analytical skills to identify issues and implement effective solutions.
• Capacity to handle critical incidents and escalate.
• Strong project management skills, capable of handling multiple projects simultaneously in a fast-paced environment.
• Strong financial background with a proven ability to manage contract details and asset lifecycle.
• Excellent written and verbal communication skills, with the ability to present complex information clearly to diverse audiences.
• Ability to prepare reports and dashboards, developing metrics to measure process effectiveness and efficiency.

Nice-to-haves

• Experience in mergers and acquisitions.
• Experience in the manufacturing industry.
• Global support leadership experience.
• 2+ years of Business Analyst experience.

Benefits

• Compensation: $107,800.00-$185,200.00 year range with actual pay dependent on candidate overall skills for the role.
• Annual bonus eligible.
• Generous 401(K) plan with an impressive employer match.
• Excellent health, dental and vision insurance packages to fit your needs.
• Flexible work schedule and 11 paid holidays a year.
• Paid time off (PTO) policy that empowers you to take the time you need to recharge.
• Education assistance to support your learning journey.
• Values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence.