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IT Service Management Process Manager

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Resp & Qualifications

The ITSMOD Process Manager will assist with leading the efforts to develop, document, implement, and drive the activities around managing and governing ITSMOD Process and Process Ownership. The ITSM Process Manager will identify process gaps, establish ITSM roadmaps and incorporate them into forward looking strategies. The ITSM Process Manager identifies opportunities to leverage ITSM solutions and the ITIL framework to expand IT Service Management. In addition to having extensive experience in maturiny ITSM within a like sized organization, the ITSM Process Manager must be experienced and certified in ITIL and Project Management methodologies. On a temporary or as needed basis the ITSM Process Manager may be required to own any ITIL Process role as required or assigned by the Director of ITSM Operations & Delivery.

ITSM Process Maturity:

Must be proficient in ITSM process engineering and process optimization. Must have good knowledge and understanding of frameworks such as: ITIL, COBIT, COSO, ISO 27001, NIST, DevOps, Agile, etc. You must demonstrate an ability to apply analytical skills. You must be passionate about helping customers solve complex challenges and supporting them through critical organizational transformations. Experienced in organizational change management skills to help drive changes needed and obtain necessary buy-in to ensure success. Strong verbal and written communication skills. Solid understanding of ITSM improvement process.

Program Management:

Serves as subject matter expert, providing technical and analytical guidance to ITSMOD and operational  teams. Manages the full project management life cycle and software development life cycle for the implementation of ITSM Initiatives. Works with leadership teams in the business areas as well as TOS to ensure all requirements are captured, and implemented accordingly. Keeps leadership teams apprised of any risks, issues and dependencies and works with them to mitigate and prioritize. Provides both verbal and written communications regarding project status, risks, issues, and makes recommendations on project decisions to ITSMOD and Senior Management.

Manages all aspects of the project/program management and/or CSI project, which may include: cost benefit analysis, work plans, functional and technical designs, construction, testing, implementation and operational performance. Ensures efficient and high quality installation of new software and/or systems, and monitors all technical aspects of implementing projects.

Provides support to the IT Solutions Team in identifying the appropriate solutions required by the user areas; assists IT Leadership in performing a needs analysis of the relevant business areas and in matching user needs to system capabilities to ensure the new system is easily and quickly integrated into the client s business environment. Provides oversight to testing resources assigned to the program s projects. Works with Test Management to mitigate potential risks and project dependencies. Serves as a liaison between the testers and developers to ensure cohesiveness between the teams.

Supervises and leads the ITIL process owners and project staff to oversee the impacts and interdependencies between programs and works to ensure initiatives meet the CareFirst Goals and Objectives of the executive leadership team. Perceived by peers and staff as a leader.

Works with the Business areas in the Operational Readiness activities to provide support and coordination to ensure adoption of new systems and business processes in the CareFirst environment.

Additionally for CSI work:

  • Works with ITSMOD process owners, and the Service Desk managers leveraging performance insight to identify, review and prioritize improvement opportunities within the CSI repository
  • Works with Service Improvement Manager to ensure that monitoring requirements are defined and ensures that baseline data is captured prior to improvements being implemented
  • Promotes and assures adoption of ITIL CSI across the entire organization and related process governance

Project Management:

Manages and directs multiple medium to large-scale projects. Translates generalized customer business goals and objectives into concrete strategy and tactical plans. Works on complex problems where analysis of situation or data requires an in-depth evaluation of various factors to achieve best results. Evaluates complex situations accurately and identifies viable solutions that create successful outcomes for the customer.

Works effectively with internal and external clients, third party vendors, and Senior Management in accomplishing project objectives. Ensures all CareFirst project methodologies (Discovery documents, charters) are followed to successfully implement projects. Resolves political, resource, budgeting, change, and legal issues affecting the program.

Financial Management:

Manages the Program Budget across projects included in the program, with overall budget accountability.

Provides regular updates to ITSMOD Director, project sponsor and stakeholders on the status of the budget. Documents reasons for budget excess or shortfall.

Staff Management:

Supervises other ITSMOD Process Managers, and provides performance feedback and goal-setting; conducts annual performance assessments.

Assists in skills development and training assessments for the ITSMOD process staff.

Makes recommendations on hiring, firing, advancement, promotion or any other change of status of direct and indirect reports.

Risk Management:

Proactively identifies risks and opportunities of both business and technical plans; identifies Risk Mitigation Strategies and Contingency Plans for all identified Risks. Maintains the Program Level issue and risk matrix log.

Provides a detailed plan of how the risk will be managed or eliminated. Provides a weekly Program status report with major risk factors when mitigation approach impacts the project timeline, budget, or objectives. Coordinates the interdependencies and Risk Mitigation Strategy across all projects within the Program and manages the execution within the individual projects.

Customer Management and Communications

  • Build and maintain relationships with TOS and CareFirst Business Units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
  • Facilitate as required and/or actively participate in customer and technical team communications meetings such as Operations Excellence, Consolidated Calendar, Change Management Advisory Boards (CABs), Problem Management (RCA), etc.  This includes regularly scheduled meetings of problem analysts across the organization.
  • Ensure development and maintenance of standard operating procedures and training documents related to ITIL Process management.  Identify, recommend, and develop as appropriate training processes to improve ITIL Process competency across the organization.
  • Ensure integrity of information related to ITIL processes which will be incorporated into the knowledge management system.
  • This Position is subject to a Level 6C Requirement


Required Experience:

  • Requires a Bachelor’s degree in Computer Science, Technology, Business or relevant work experience.
  • This position requires a minimum of 10 years’ experience in the IT Industry including 5 years of management experience working in IT Operations and Infrastructure.
  • In-depth experience required utilizing Service Management tools, with a strong preference for Service Now, although Service Desk Express or Remedy would also be considered.
  • Demonstrated knowledge and experience in implementing Service Management processes according to ITIL framework, with ITIL Certification v3 Foundations as a minimum requirement.  Must be able to demonstrate and clearly articulate understanding of Problem Management best practices as well as Incident Management, Change Management, Conjuration Management, Event Management and Knowledge Management ITIL processes
  • Extensive experience required with developing service levels and tracking and reporting progress against those objectives.


  • Excellent knowledge of how to utilize common productivity applications
  • Demonstrated skills in the utilization of service management and performance monitoring tools
  • Strong project management skills and understanding of business processes
  • Effective time management and prioritization skills
  • Excellent interpersonal skills to deal effectively with all levels of customers and the ability to gain consensus among teams, with an utmost focus on customer satisfaction
  • Proven ability to build and manage relationships effectively in a matrixed environment
  • Strong organizational skills with the ability to manage multiple projects with competing demands for resources
  • Proficiency in process formulation, process improvement
  • Excellent communication, presentation and reporting skills, with the ability to communicate effectively with technical and non-technical staff
  • Familiarity with Major Incident Command and Communication methodologies.
  • Strong detail orientation, with excellent troubleshooting and analytical skills
  • Proven ability to continually drive process improvement with tangible results


  • In-depth experience in experience in information security, governance & compliance, risk, audit, Six Sigma, program/project management, Agile development.


  • Certified in ITIL Foundations v3, with advanced certification preferred in one or more of the following:
  • ITIL Operational Support and Analysis
  • ITIL Service Operations
  • ITIL Planning and Optimization
  • Six Sigma
  • Additional Technology/Service Management certifications would be a plus


Department: Service Management Operations

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer.  It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Hire Range Disclaimer

Actual salary will be based on relevant job experience and work history.

Where To Apply

Please visit our website to apply:

Closing Date

Please apply before: 6/13/2018

Federal Disc/Physical Demand

Note:  The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

The employee is primarily seated while performing the duties of the position.  Occasional walking or standing is required.  The hands are regularly used to write, type, key and handle or feel small controls and objects.  The employee must frequently talk and hear.

Travel between all CareFirst locations may be required in order to effectively coordinate efforts across technical teams and to building relationships with customers.


Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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