ITIL Manager

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

Oversee operations of ITIL service delivery on small to medium sized accounts to ensure that products, offerings, and services are delivered in accordance with agreed upon business solution goals and objectives. The ITIL manager will be responsible for overseeing the implementation and management of  ITSM practices.

Your role in our mission

• Works with the project’s Quality team to Identify and lead service improvements to increase customer satisfaction. Oversees and ensures delivery of projects meet client and company expectations and needs.
• Partners with corporate functional areas or departments to integrate new, enhanced, and existing service offerings for the CA PHM Service account.
• Supports developing new business proposals to corporate and introduces new ITIL technology to enhance business solutions.
• Provides leadership and work guidance to less experienced personnel
• Generate and post daily SNOW reports to track progress and identify issues.
• Design, implement, and continuously improve IT service management processes including incident management, change management, problem management, and service level management.
• Identifies areas for improvement within IT services and processes to enhance efficiency and service quality.
• Manages ITIL triage process across CA PHM Service groups to ensure tickets are routed appropriately and are resolved within project and corporate SLAs.
• Escalates issue resolution as needed to ensure client and leadership satisfaction.
• Analyze issues, incidents, or problems to determine patterns or trends and proactively work across areas on the account and the Quality team to prevent future issues and minimize their impact.
• Act as liaison with corporate infrastructure and ITIL resources to ensure project’s ITIL standards and processes are in concert with corporate Gainwell.
• Establishing metrics and KPIs to evaluate the effectiveness of IT services and processes, making data-driven decisions for enhancements.

What we're looking for

• Bachelor's degree or equivalent combination of education and experience
• Bachelor's degree in business administration, engineering, information systems or related field preferred
• Proven experience in IT service management, ideally within an ITIL framework.
• Strong knowledge of infrastructure management
• Proficiency in ServiceNow and its operational capabilities.
• Excellent communication and collaboration skills to interact with various stakeholders.
• Nine or more years of support services, project, or program experience
• Experience working with the technology industry
• Experience working with company products and operating systems

What you should expect in this role

• This role is 100% remote.
• Quarterly travel to Sacramento, CA is required

The deadline to submit applications for this posting is 12/20/2024.

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The pay range for this position is $86,300.00 - $123,300.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.