IT Service Manager Specialist

IT Service Manager Specialist

About the team:

At the Capco Technology Delivery Center, we are dedicated to the financial services industries. Our professionals combine innovative thinking with unrivalled industry and domain expertise to offer our clients consulting expertise, complex technology and package integration, transformation delivery, and managed services, to move their organizations forward. Through our collaborative and efficient approach, we help our clients successfully innovate, increase revenue, manage risk and regulatory change, reduce costs, and enhance controls. Our teams stay at the forefront of industry trends and technologies that are driving innovation. From strategy to launch, we are adept at delivering across the full product lifecycle. 

About the Job:

As a member of the Capco Technology Delivery Team, you’ll bring practical knowledge of IT Service Delivery methodologies and best practices. As an ITSM Specialist, you’ll use your experience and skills to contribute to the quality and implementation of our products for our customers.

What You’ll Get to Do:

• Lead ITSM process evaluation, design, and enhancement projects, in collaboration with key stakeholders, to ensure ideal results all the way through project completions.
• Steer user-oriented design initiatives by conducting workshops to identify and address process gaps. 
• Act as the SME on ITSM best practices. Collaborate with associates to understand challenges, prioritize requirements, and recognize opportunities to improve work methodologies.
• Oversee the design, deployment, and enhancement of ongoing ITSM practices. (Inculding Incident Management, Knowledge Management, Problem Management, Change Enablement, Service Request Management, Service Catalogue Management, and Configuration Management.)
• Advocate for enhanced efficiency in work methods by employing suitable frameworks like ITIL, Agile, DevOps, along with suitable technology platforms (ServiceNow and Jira).

What You’ll Bring with You:

• Experience in ITSM Operations within Cloud and On-Prem ecosystems.
• Proven expertise in outlining, redefining, and optimizing ITSM processes and controls.
• Bachelor’s degree in IT management or related IT field.
• Adept at forging and fostering relationships with key stakeholders across the organization.
• Proficiency in explaining and conveying intricate concepts.
• Wide-ranging knowledge of information technology topics.
• Willingness to work out of the NYC or Jersey City office 3 days per week.

Good to have:

• ITIL certification is highly desirable.
• Six Sigma or Lean IT certification are a plus.
• COBIT framework implementation.
• ServiceNow implementation experience.

A career at Capco is a chance to help reshape the competitive landscape in financial services.  We launch new banks, transform existing ones, and help our clients navigate complex change.  As consultants, we work on the front-end business design all the way through to technology implementation.

We are the largest Financial Services focused consultancy in the world, serving everyone from global banks to emerging FinTechs, from strategy through digital transformation, design, business consulting, data and analytics, cyber, cloud, technology architecture, and engineering.

Capco is a young and growing firm. We maintain an entrepreneurial spirit and growth mindset, and have minimal bureaucracy. We have no internal silos that get in the way of your career opportunities or  ability to focus on our clients and make a difference to the business.  We offer the opportunity for everyone to learn rapidly, take on tough challenges, and get promoted quickly. We take pride in our creative, collaborative, diverse, and inclusive culture, where everyone can #BYAW.

We offer highly competitive benefits, including medical, dental and vision insurance, a 401(k) plan, tuition reimbursement, and a work culture focused on innovation and creation of lasting value for our clients and employees. 

If this sounds like you, we would love to hear from you.  This is an opportunity to make a difference and contribute to a highly successful company with a significant growth trajectory.