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Manager of Service Design and Transition

Location: 

New Haven, CT, US, 06511

Category:  Information Technology

Feel Good About Doing Good

The Knights of Columbus is a tax-exempt Catholic fraternal benefit society that provides financial security to members and their families through our life insurance, long-term care insurance, disability income insurance, investment and annuity products. Charity is at the core of our missions: our profits are donated to help those in need and to support our faith - $1.73B over the past ten years.

 

While we have many employees who are not Catholic, we follow the Church’s teachings in our investment strategies and our employee benefits. As part of our religious mission, we support the pro-life cause by contributing to the March for Life and pregnancy resource centers, we oppose assisted suicide and euthanasia, we are evangelists for the Catholic faith, and we help Christians who are facing religious persecution in the Middle East.  We all work together to support our two million members as they volunteer to help others in their parishes and communities around the world.

 

Share Your Talent. Live Your Purpose.

We are a growing and purpose-driven community of professionals. Join us to discover how you can meet your goals and ours!

Overview

The Service Design and Transition Manager is responsible for leading the definition of services through Service Catalog Management, the definition of service agreements through Service Level Management, the creation of service knowledge through Service Knowledge Management, and the preparation and adoption of products and services through Service Transition Planning and Support capabilities. Direct responsibilities include management of the IT Service Catalog and Knowledge products, ensuring that services are seamlessly provisioned to customers, and having an extremely strong focus on holistic Service Continuous Improvement. The Manager is part of a team responsible for driving the Knights IT direction as follows: - Implement a strategy to drive adoption of service management and operational best practices relevant to on-prem and cloud computing services. - Promote and champion the transformation of the IT organization encompassing ITSM, ITOM, ITAM, and ITBM capabilities. - Establish a customer self-service and automation mindset throughout IT. - Foster a culture of continuous service delivery optimization and improvement. - Implement a strategy and roadmap for organizational excellence in the application of ITxM services, procedures, and tools in support of the IT Modernization Program.

Core Responsibilities

Service Level Management

  • Plans, implements, controls, reviews, and audits ServiceNow service provisioning, to meet customer business requirements.
  • Oversees and ensures that the ServiceNow platform Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are negotiated, published, and met.
  • Identifies opportunities to improve services.
  • Facilitates the creation of ServiceNow workflows in which products and services promised are delivered on time and are fit for purpose (utility) and fit for use (warranty). Service Knowledge Management
  • Enables and governs the ServiceNow Knowledge product facilitating consistent and fast resolutions of customer issues and needs, boosting self-service capabilities, and promoting knowledge sharing.
  • Identifies knowledge gaps and champions new Knowledge content across the IT organization.
  • As Knowledge product content steward, track Knowledge usage and quality trends. Service Catalog Management
  • Designs, builds, publishes, and governs the ServiceNow Service Catalog providing information about available services while providing for an optimized, efficient customer experience.
  • Identifies and evaluates ServiceNow Service Catalog and Knowledge new features and emerging capabilities, advocating for those that will most benefit the organization financially and operationally.
  • Completes regular reviews of the ServiceNow Service Catalog with stakeholders to ensure relevance to business needs and requirements.
  • Enables automation of service requests and service fulfilment where appropriate. Service Transition Planning and Support
  • Forges close partnerships with IT teams and business units to ensure a collaborative and coordinated strategy to understand the collective vision to bring value to the company.
  • Ensures Service Management processes enable service agility.
  • Helps design ServiceNow product roadmaps following agreed architectures, design standards, and methodologies.
  • Assists in training of Service Catalog and Knowledge capabilities and features.
  • Develops self-auditing and compliance capabilities around ITxM procedures. Service Continuous Improvement
  • Integrates a Continual Improvement Register (CIR) for tracking and vetting improvement opportunities, integrating into ServiceNow Idea and Demand Management.
  • Continuously and proactively streamlines and improves the ServiceNow customer experience.
  • Participates in IT Service Management program / project review meetings to assess problem areas and suggests corrective actions.

Skills Qualifications

  • Strong technical foundation and knowledge of the ServiceNow platform.
  • Ability to work across diverse organizations and build effective relationships/partnerships.
  • Experience in introducing/utilizing technology and tools to support testing.
  • Excellent collaboration and partnering skills.
  • Excellent presentation and communication skills. Understands, explains, and presents complex ideas to audiences at all levels in a persuasive and convincing manner.

Education

Education:
  • Bachelor's degree in Computer Science or related field AND minimum of 8 years demonstrated experience in ITSM and/or information technology. OR;
  • Any equivalent combination of experience, training, and/or education. Experience:
  • Strong interpersonal / relationship management skills.
  • Ability to execute and prioritize a number of tasks simultaneously.
  • Outstanding problem solving and analytical skills.
  • Outstanding communication skills, both oral and written. Licensing/Certification:
  • ITIL Foundations in Service Management certification (Preferred).
  • Additional ITIL certifications a plus.

Physical Demands

Must be able to remain in a stationary position for a majority of the workday.

KofC Cares

Our mission is focused on family and faith, and we support our employees in seeking a balanced life.

 

Employee benefits include:

 

Time Away: 13 paid holidays per year in addition to vacation and paid sick leave, and flexible workweek schedules.

 

Professional Development: Certifications, designation, and tuition reimbursement.

 

Retirement Benefits: 401(k) retirement savings plan with matching company contributions, and cash balance retirement plans fully funded by the company.

 

Health and Wellness:

 

  • Short-term disability and term life insurance fully paid for by the company;
  • Up to 12 weeks of childbirth leave under STD policy.
  • One week of fully paid parental leave for all new parents, including adoptive and foster parents.
  • A variety of health insurance options, including premium-level family coverage and a pre-tax Health Savings Account with employer contributions. The Order's health plans do not cover abortion, sterilization, or contraception, and the Order has helped advocate for other employers who do not want to provide coverage.
  • Long-term disability insurance;
  • Dental insurance;
  • Vision insurance;
  • Health club membership reimbursement;
  • Employee Assistance Program

 


Nearest Major Market: New Haven
Nearest Secondary Market: Hartford