IT Service Management/Program Manager-$60/hr - 413

responsibilities as assigned to support the mission and objectives of

the IT Service Management and Client Services organization.

Basic Qualifications

• Bachelor's degree in Information Technology, Business Administration, or related field
• Minimum of 7 years of progressive experience in IT Service Management, with at least 3

years leading complex ITSM programs

• ITIL v4 Foundations Certification (or equivalent)
• Experience with ServiceNow or similar ITSM platforms
• Demonstrated experience leading cross-functional, enterprise-level transformation

initiatives with measurable outcomes

• Proven ability to operate independently and drive strategic initiatives with minimal

oversight

• Comprehensive knowledge of ITSM processes and frameworks
• Track record of executive stakeholder engagement and influencing organizational

change

• Excellent program management skills with ability to manage multiple complex initiatives

simultaneously

• Experience translating strategic vision into executable roadmaps and work plans

Additional Qualifications and Skills:

The following Additional Qualifications are strongly preferred. If you meet some, but not all,

you are still encouraged to apply; we value employees with a willingness to learn.

• Master's degree in relevant field
• 10+ years of experience in IT Service Management with 5+ years leading strategic ITSM

programs

• Advanced ITIL certifications (ITIL Managing Professional, ITIL Strategic Leader, or Expert

level)

• ServiceNow certifications (e.g., Certified Implementation Specialist, ITSM Professional)
• Project management certification (e.g., PMP, PRINCE2, or Agile/Scrum certifications)
• Experience implementing ITSM programs across multiple practice areas
• Understanding of Demand Management, resource planning, and capacity management

practices

• Experience with higher education IT environments and decentralized organizational

structures

• Experience with organizational change management methodologies (e.g., ADKAR,

Prosci)

• Demonstrated success driving ITSM adoption across large, complex organizations
• Excellence in executive communication, influence, and stakeholder management
• Experience with data analytics, KPI development, and performance measurement

frameworks

• Experience coordinating with external implementation partners and vendors

Key Competencies:

• Strategic thinking and vision-setting
• Independent leadership and self-direction
• Organizational change leadership
• Cross-functional collaboration and influence
• Executive stakeholder engagement and communication
• Process innovation and continuous improvement
• Data-driven decision making and analysis
• Complex problem solving and critical thinking
• ITSM best practices and frameworks
• Program and portfolio management

Certificates and Licenses:

• ITIL v4 Foundations or higher required
• Advanced ITIL certifications strongly preferred
• Project management certification preferred
• ServiceNow certifications valued

Company DescriptionDella Infotech Inc is in the staffing business for 10 years. Over the years, we have placed hundreds of candidates to various temp and permanent positions with our 50+ happy clients all over US and Canada including Fortune 500 corporations.