Director of IT Service Management
Job Description
At Morgan & Morgan, the work we do matters. For millions of Americans, we're their last line of defense against insurance companies, large corporations or defective goods. From attorneys to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 3,000 employees are all united by one mission: For the People.
This position will be responsible for championing best practices and managing a team for the development of service management processes based on ITSM constructs.
The Director is responsible for driving the following initiatives:
- Define and implement a strategy to drive adoption of service management and operational best practices relevant to on-premises and cloud computing services.
- Ensure all service management processes enable ITS service agility.
- Create an environment that supports customer self-service and automation of routine service requests.
- Foster continuous service delivery optimization and improvement.
- Identify resources and sourcing of service management operations support.
- Develop self-auditing and compliance capabilities around ITSM procedures.
- Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures, and tools.
KEY RESPONSIBILITIES INCLUDE:
- Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics, and reporting.
- Define roles and responsibilities for the department.
- Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery.
- Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
- Accountable for building, publishing, and the utilization of the service catalog.
- Develop and drive implementation of the service management, Tools and Monitoring / Logging strategy and associated business processes across the IT organization.
- Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
- Develop performance measures and consistently report metrics to IT Services Leadership team.
- Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
- Provide direction and goal setting on strategy and operations.
- Provide tactical and strategic recommendations based on ITSM key performance measures.
- Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization.
- Establish and run Advisory Group reviews with M&M stakeholders.
#LI-PP1
Benefits
Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff. For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan, paid time off and paid holidays.
Equal Opportunity Statement
Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
E-Verify
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.
Privacy Policy
Here is a link to Morgan & Morgan's privacy policy.
- Health insurance
