IT Service Management Process Lead

Barings; Charlotte (NC); On-site; USD 100,000 - 130,000; Full time

Job summary

Barings is seeking an IT Service Management Process Lead to enhance ITIL processes while overseeing daily operations. This leadership role focuses on stakeholder collaboration, continuous improvement, and managing ITSM operational tasks. Ideal candidates will have strong technical acumen in infrastructure technologies, alongside proven leadership and communication skills.

Benefits

Medical, Prescription, Dental, and Vision Coverage

Fitness Center Reimbursement Program

Employee Assistance Program (EAP)

Highly competitive 401(k) Plan with Company Match

Health Savings Account (HSA) with Company Contributions

Paid Vacation, Sick Days, and Annual Holidays

Education Assistance Program

Qualifications

• Deep experience with ITIL processes and Agile methodologies.
• Experience with SRE or DevOps in mission-critical settings.
• Knowledge of Windows & Azure infrastructures.

Responsibilities

• Drive enhancement and modernization of ITIL processes.
• Foster relationships with key stakeholders for ITSM initiatives.
• Provide training on ITIL processes.

Skills

Leadership

Communication

Problem-Solving

Adaptability

Collaboration

Attention to Detail

Education

ITIL certification (e.g., ITIL v4)

Relevant Agile certifications (e.g., Certified ScrumMaster)

Job description

At Barings, we are as invested in our associates as we are in our clients. We recognize those who work diligently for us and reward them for personal and professional integrity, communication skills, distinct competencies and expertise in specific strategies, ability to collaborate as a team member and true dedication to the interests of our clients.

We thank you for your interest in joining the Barings team, and invite you to explore our current employment opportunities.

IT Service Management Process Lead

Director

Location: Charlotte, NC

Primary Responsibilities
The primary responsibility of theIT Service Management Process Lead is to drive the modernization of ITIL process while managing day to day operations of the processes across all of the Global Technology and Data Team. This role will work closely with other IT Service Management teams to mature the CMDB, Controls, Risk Management and Service reporting.

You will work with leaders within the organization, main areas of focus will be:

• Drive enhancement and modernization of ITIL processes
• Defining and publishing Service documentation
• Service reporting and reviews (SLI/SLOs) with key stakeholders.
• Management and prioritization of the ITSM process ‘Book of Work’
• Enhancement of Ticketing and Workflow processes - ServiceNow
• Drive adoption of CICD across Infrastructure Teams - Azure DevOps suite
• Management of Control, Audit and Risk routines

Qualifications/Requirements

• You have deep experience and hold a practical implementation experience with ITIL processes
• You have deep experience in Agile mythologies and have actively manages Scrums.
• You previously worked with SRE or DevOps teams in a mission critical environment
• You previously worked with CICD, Infrastructure-as-Code management and governance
• You have strong knowledge of all round infrastructure technologies
• Knowledge with Windows & Azure infrastructures is beneficial
• You must be passionate about innovation and love leading technological change
• You must be passionate in creating a collaborative, caring and safe environment for all teammates to succeed.

Additional Responsibilities

• Stakeholder Collaboration: Foster strong relationships with key stakeholders to ensure alignment and support for ITSM initiatives.
• Continuous Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery.
• Training and Development: Provide guidance and training to team members on ITIL processes and tools.

Additional Qualifications/Requirements

• Leadership Skills: Proven leadership experience with the ability to inspire and motivate teams.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Problem-Solving Skills: Strong analytical and problem-solving abilities to address complex ITSM challenges.
• Certifications: ITIL certification (e.g., ITIL v4) and relevant Agile certifications (e.g., Certified ScrumMaster) are highly desirable.

Soft Skills

• Adaptability: Ability to adapt to changing priorities and work in a fast-paced environment.
• Collaboration: Strong team player with a collaborative approach to work.
• Attention to Detail: High level of attention to detail and accuracy in all aspects of work.

Barings is an Equal Employment Opportunity employer; Minority/Female/Age/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.

Barings offers a comprehensive benefits package including:

CORE BENEFITS & WELLNESS

• Medical (including Virtual Care), Prescription, Dental, and Vision Coverage
• Fitness Center Reimbursement Program (Including Online Memberships)
• Employee Assistance Program (EAP)
• Fertility Benefits

FINANCIAL WELL-BEING

• Highly competitive 401(k) Plan with Company Match
• Health Savings Account (HSA) with Company Contributions
• Flexible Spending Accounts (FSA) - Health Care & Dependent Care
• Retirement Health Reimbursement Account

LIFE INSURANCE

• Basic and Supplemental Life Insurance
• Spouse and Child Life Insurance

TIME OFF, DISABILITY AND LEAVE OF ABSENCE

• Paid Vacation, Sick Days and Annual Holidays
• Paid Leave of Absences (Maternity Leave, Parental Leave, Caregiver Leave, Bereavement Time)
• Short and Long Term Disability Plans
• Paid Volunteer Time

OTHER BENEFITS

• Education Assistance Program
• Charitable Matching Gifts Program
• Commuter Reimbursement Program
• Adoption and Surrogacy Reimbursement Program