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This role is responsible for coordinating and facilitating multiple ITSM and PMO processes for Chamberlain's IT Department that facilitate measurable delivery of IT services. Processes include Change Management, Problem Management, and Release Management that facilitate the delivery of changes to production systems with high quality and auditability. Processes also include PMO governance roles including program and project tracking, project methodology governance, and IT metrics. The role is responsible for driving adoption via training and coaching, and for driving continuous improvement via leveraging industry best practices.
Responsibilities

• Serve as Change Manager: Manage and maintain policies and procedures for Change Management that meet audit and control requirements; Manage execution of change management processes including facilitation of regular Change Advisory Board meetings; Develop and publish change management metrics; Drive continuous improvement.
• Create and manage IT Release Calendar and facilitate the release management process.
• Maintain IT Core Metrics: Define and document metrics and targets for core IT processes; publish monthly and annual actuals; recommend improvements based on industry best practices; define and document metrics and targets for project delivery and achievement of desired outcomes; ensure capture of results; publish monthly and annual metrics.
• Responsible for IT Resource Planning methodology and process: Define and manage processes and tools to enable IT resource planning and forecasting; drive training and adoption; define and publish metrics including forecast vs. actuals.
• Responsible for IT PMO governance and methodology: maintain standards, documentation, and templates; drive training, awareness, and adoption of the methodology; facilitate regular PMO processes such as monthly/quarterly/annual project reviews.
• Responsible for System Access Request policy as part of request fulfillment process including identification of improvements.
• Serve as Problem Manager: Facilitate root cause analysis process for major incidents, document all findings and action items, follow up on resolution, and publish metrics.
• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
• Protect Chamberlain Group's reputation by keeping information confidential.
• Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Qualifications

• Bachelor's Degree in Computer Science or related area or equivalent experience
• 5+ years of related and progressive ITSM, ITIL or IT project management experience combining IT delivery, operations, and service management; 2+ years ITSM experience within a SAP environment; Experience working in a matrix environment
• Understanding of ITIL and ITSM framework; IT Project management skills required; Proficient in metrics based decision making; Strong training and facilitation skills
• Possess a continuous improvement mindset for IT processes and IT services with clearly defined outcomes and success criteria; Ability to travel occasionally both international and/or domestic travel may be required.

Preferred Qualifications

• ITIL v3 or ITIL 4 Foundation certification or equivalent experience
• 5+ years demonstrated applied knowledge and successful implementation of IT processes and workflow projects is required; 3+ years developing and managing metrics, SLA's, key performance indicators (KPIs) and critical success factors (CSFs) for IT processes
• An understanding of ServiceNow processes and reporting

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Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We're proud to be an Equal Opportunity Employer, and you'll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We're committed to fostering an environment where people of all lived experiences feel welcome.
Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence [email protected].
NOTE: Staffing agencies, headhunters, recruiters, and/or placement agencies, please do not contact our hiring managers directly.