ITSM Manager - Remote

Donnelley Financial Solutions (DFIN) produces a multitude of Financial Software products for our external & internal customers. Our Technology team is looking for an IT SM Manager to assist on critical, customer impacting events, change communication activity, and escalations. The TSM Manager will oversee technology improvement activities to ensure continuous improvement of all the ITSM services provided to the DFIN community. The IT SM Manager combines a passion for protecting customers with an ability to think quickly and take decisive action. At DFIN, ITSM Managers are on the front lines to ensure stability and process adherence to keep DFIN in the best possible position to serve its client base.

• Document the ITSM policies, standards and procedures, and continually work to optimize the overall process.
• Oversee the incident, problem, change, and release management processes to ensure efficient operation and minimal disruption to services. 
• Ensure business needs are met while working towards process standardization.
• Manage incidents impacting the most critical part of our company, our external & internal
• customers. This entails driving towards a safe & quick resolution of service availability. 
• Effectively communicate impact & status of incidents internally.
• Help with the RCA development and review process after each incident. This entails the
• documentation of what, when, why, learnings and the planned long-term resolution.
• Ensure continuous service improvement by analyzing performance data and identifying areas for enhancement. 
• Works with the service management team to review all requested changes to validate compliance with standards for documentation, testing and business approval.
• Act as an escalation point for critical incidents, identifying and resolving conflicts and bottlenecks. 

• Intensely customer-focused, with passion for protecting customers.
• Exceptional bias for action — willing to move quickly and decisively to resolve an incident.
• Strong attention to detail - ensuring processes are followed and root cause remediation is
• Planned and executed for each issue, and that actions are fully documented.
• Understanding of IT risk management.
• Critical thinker with the vision to work both tactically and strategically.
• Exceptional verbal and written communication skills - ability to modify communication
• style to match the appropriate level of the audience targeted, with strong understanding of the impact of a message on the organization or customer.
• Previous Incident Management or Change Management experience is preferred.
• Experience working with Operations, Development and QA teams is preferred.
• Because incidents are not planned, flexibility with work schedule.
• Bachelor degree and with 5-7 years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
• Power BI Development Experience 
• ITIL Certification V4 preferred.
• CMDB Build and Maintain Experience preferred.