Principal Lead - IT Service Management Specialist @ Ameriprise Financial Services
he/she primary role is to ensure that standard methodology, processes and tools are developed that provide repeatable results and are adopted across the user community. The IT Service Delivery group manage the delivery of all infrastructure and applications used by the business. The function of this role is to manage and enforce the day-to-day service management processes defined for the operation of these systems. Including:• ITSM Process Consulting for CM/KM/EM but primarily problem management• Service Level Reporting• Continuous Service Improvement• Data Analytics & Data Visualization• ServiceNow Operations• Major Incident Management• IT Asset Management (HAM & SAM)• Understanding around Cloud Technologies (AWS, Azure)• Understanding around Data Warehouse PrincipalsKey ResponsibilitiesMajor Areas of Accountability:Provide appropriate governance oversight to ensure that the practitioner community is adhering to standard methodology, processes, and practices. Define the organizational measures required to determine the state of the practice area and if practitioners are operating successfully. Develop and administer the tools required to effectively measure practitioner skill assessments. Lead the development of a continuous feedback process for practitioners to identify process improvements.Technology analytics process Ownership, Championship & Improvement Thorough understanding of technology assets/environments/services, business needs and SLAs.Lead the creation and management of processes and reports that provide insight into improvement opportunities.Delivery Build and lead a Team of ITIL Service Management Professionals.Act as the Services Process Manager for the Problem, Change, Knowledge & Event Management processes and the workflows associated with each.Partner with adjacent services team leaders to deliver our service operations strategic plan and roadmap.Define, implement, and maintain the key performance indicators (KPIs) of the services including the generating and distributing of reports to measure the effectiveness and value of the services.Chair the operational review cadence for internal governance related to service performance against our KPIs and targets.Conduct root cause analysis/postmortem meetings and facilitates the problem management process for… Apply To This Job