Senior IT Service Manager

Why work at Entegris?

Lead. Inspire. Innovate. Define Your Future.

Not everyone who works for a global company shares the same background, experiences and perspectives. We leverage the differences of our employees to bring new ideas to the table. Every employee throughout the company is encouraged to share input on projects and initiatives. Our decision making process is truly a collaborative effort as we realize there are leaders at every level of the organization.We put our values at the core of how we operate as an organization - not just when it's convenient, but in a lasting and meaningful way. We want the time and energy you spend here to have a positive impact on your life inside and outside of the office.

Entegris is a values-driven culture and our employees rally around our core PACE values:

People
Accountability
Creativity
Excellence

The Role:

At Entegris, we are committed to continuous improvement in our IT Service Management (ITSM) practices to ensure optimal efficiency, enhanced communication, and service delivery aligned with our business priorities. As the Senior IT Service Manager, you will play a pivotal role in shaping our ITSM strategies and processes.

Key Responsibilities:

• Process Ownership: Act as the process owner for multiple ITSM disciplines. Including: Incident, Change, Configuration Management (CMDB), Asset Management, Service Requests, Knowledge, and Problem Management. Ownership extends to the IT Continuity and Resiliency program.

• Strategic Management:Identify and manage strategies, roadmaps, and improvement implementations across various ITSM areas and the IT Continuity and Resiliency program.

• Performance Oversight:Define, oversee, and report on the performance of ITSM processes, tools, integrations, and automation using best practice KPIs and Critical Success Factors.

• Collaboration:Work closely with all organizational levels to understand business and IT priorities, translating them into operational processes supported by technology and governance.

• Hands-On Support:Provide backup and support for key ITSM roles as needed to ensure optimal service delivery.

In this role you will:

• Manage ITSM resources with a focus on associate development, service delivery, and process maturity.

• Lead IT Continuity and Resiliency program.

• Lead initiatives to align service delivery with business priorities and enhance support maturity.

• Implement process improvements that yield measurable quantitative and qualitative results.

• Develop and enforce service standards and procedures for effective service delivery and resiliency.

• Foster strong customer relationships to improve response and delivery times.

• Create and publish key metrics and dashboards for organizational visibility.

• Gather global feedback to ensure services and processes are intuitive and effective.

• Stay updated on industry innovations and trends to recommend cutting-edge technology, automation, and processes.

• Act as a liaison to IT teams, promoting the vision, value and benefits of ITSM processes and tools.

• Ensure clear documentation of roles, responsibilities, and ITSM tool functionality which includes training materials, SOPs, and policies.

• Facilitate regular collaboration sessions with Process Managers and Business Leaders to drive continuous improvement.

• Lead technology advancements with other areas to aid in automation, continuity, and resiliency.

• Participate in internal and external audits, which includes data gathering, maintaining comprehensive process documentation, and translating needs into technical requirements.

• Manage vendor relationships, resources and contracts associated with technology used in ITSM, Continuity & Resiliency Programs (ServiceNow, Alerting Software, etc.).

Traits we believe make a strong candidate:

Certifications:

• ITIL Foundations Certification (v3 or v4) required; ITIL Intermediate preferred.

Education:

• Bachelor's degree in Computer Science or a related field.

Experience:

• 5+ years as an IT process owner, conducting assessments, designing processes, and implementing service management solutions.

• 3+ years of experience with ServiceNow.

• Experience managing and maturing a Configuration Management Database (CMDB).

Leadership and Management Skills:

• Proven experience leading teams in an enterprise environment with direct reports.

• Experience in managing customer relationships and understanding business imperatives.

• Ability to negotiate win-win outcomes and shape service propositions.

Project, Technical and Problem-Solving Skills:

• Strong understanding of IT infrastructure, systems, and service management frameworks.

• Strong analytical skills to identify issues and implement effective solutions.

• Capacity to handle critical incidents and escalate.

• Strong project management skills, capable of handling multiple projects simultaneously in a fast-paced environment.

Financial Acumen:

• Strong financial background with a proven ability to manage contract details and asset lifecycle.

Communication Skills:

• Excellent written and verbal communication skills, with the ability to present complex information clearly to diverse audiences.

• Ability to prepare reports and dashboards, developing metrics to measure process effectiveness and efficiency.

Preferred Experience:

• Experience in mergers and acquisitions, the manufacturing industry, and global support leadership.

• 2+ years of Business Analyst experience (desired).

Your success will be measured by:

• People and Teamwork - Focus on aligning goals and priorities across functions. Enhancing efficiency and ease of doing business with IT.

• Accountability, Integrity, and Trust

• Creativity and Innovation - Collaborating internally and externally to find solutions to business challenges and needs.

• Dedication to Excellence - Focusing on experiencing and delivery of key efforts