Senior Manager, Expert Services

Be accountable, manage and lead the ITSM business in the east while also being a key member of the ITSM practice leadership team. Develop your team and people including coaching, mentoring and specialty skill development for all roles. Manage and predictably deliver against traditional Professional Services business measurements (e.g. utilization) and proactively drive actions to help ensure future attainment of these measures is possible. Be the Subject Matter Expert on ITSM best practices and advise customers, employees and partner people. Drive the continuous improvements of your business, our methodology and service offerings based on field experiences and needs. Identify areas of ITSM process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks. Be accountable to ensure customer engagements that are under your or teams span of control are complete, consistent, high quality, on time and deliver valued outcomes. Be an active participant, contributor and thought leader in Communities of Excellence for this specialization. Contribute to the continual improvement of Global Delivery and Practice business processes as well as the maturing of the ITSM Services portfolio, capabilities, expertise, best practices and solutions