ITIL Manager

itil manager

SUMMARY

The ITIL Manager is responsible for leading the transformation of Apria’s Information Technology Department to the ITIL Service Methodology. This transformation includes improving the processes and tools that are used to manage the IT infrastructure functional areas such as, Incident and Problem management, Change management, Service requests, SLA management, Service Portfolio, etc. The ITIL Manager is also responsible for developing an implementation strategy that incorporates the key principles of IT Service Management (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) and managing timelines, tasks, milestones and coordinating the tactical plan resources, which will involve multiple internal and external groups across many locations and time zones. Once a project is set in motion, the ITIL Manager is expected to communicate the major milestones, identify potential project risks, provide continuing direction to the project team, and conduct regular status meetings to review project activities. The ITIL Manager also expected to obtain feedback to assure that project efforts meet customer expectations for agreed upon schedule, cost, and objectives. Once the transformation is completed, the ITIL Manager would be responsible for the ongoing management/oversight of ITIL services and compliance.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

He or she must be able to manage multiple projects at the same time and possess the following knowledge, skills and abilities:

 

1.  ITIL Version 2 or greater certification is required. Also, it is important that this individual have a proven track record in implementing ITIL processes and services using best practices.

2.  Organize, estimate, plan, monitor and manage the completion of multiple ITIL projects simultaneously. This includes facilitating meetings, managing expectations, scope management, issue and risk management, frequent status reporting and overall responsibility for completing the project on time and within budget.

3.  Manage and organize one’s own work and the work of at least four other Team Leads. Additionally, the ITIL Manager may have to work off hours at times to coordinate and host meetings given the diverse time zones between team members.

4.  The ITIL Manager position has high visibility with internal and external stakeholders; including Executive Management and mid-level leaders within Apria. Consequently, this individual must have the ability to work at all levels of management within an organization.

5.  Business impact analysis and re-engineering experience is a big plus.

6.  The ITIL Manager should possess the following basic management skills:Excellent communication skills (verbal and written) with the ability to interact effectively with others.Proven organizational planning skillsDemonstrated analytical and problem solving abilitiesProven experience coaching others for improved performance and career successAttention to detail is essentialDemonstrated ability to identify and proactively address issues impacting team performanceProven ability to influence the outcome of planned events to achieve desired future stateThe ability to support the organization as a positive role model of company direction and policiesThe ability to maintain stable performance under pressure or opposition

7.  Full project life cycle experience (Requirements, Design, Development, and Implementation) in at least two projects.

8.  Ensure compliance of company policy, procedures and standards for business application development.

9.  Develop proposals that define solutions to major business problems and issues and be able to calculate and project the efforts to accomplish those solutions and the ROI associated with that solution.

10. Possess the ability to manage vendors and contractors.

11. Perform other duties as assigned.

 

EDUCATION / EXPERIENCE

· Bachelor’s degree in computer science or related field and 6 years+ of relevant work experience.

· Additionally ITIL Foundation V2 or greater certification is required.

 

Please submit your resume to:

  Symphony.recruiter@apria.com and reference #M10 – ITIL Manager

 

At Apria Healthcare, Information Technology is an integral component of our business strategy.  We have over 10,000 employees in over 500 locations.  Join our winning team!

Visit our website at:  www.apria.com

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