Director of Service Management - Kemper : Job Details

Kemper is seeking to hire a Director of Service Management at our corporate Chicago or Downers Grove, IL location. The position reports to the VP of IT Infrastructure, and you will be responsible for ownership and oversight of ServiceNow, Process Oversight, and Governance of associated ITSM process and SPM support.

The Director will oversee the ServiceNow Administration and Service Management teams. You will have direct responsibility for the processes with the ITSM and SPM modules utilized by the technical and business teams and integration of end user operational processes. Manage blended teams of internal employees and external MSP resources. Be responsible for ensuring effective reporting is available to users and leadership within the organization. Lead the Process Oversight and Governance Team which enables process improvement and education of ITSM processes across the organization. This role is responsible for effective adoption and execution of ITSM processes to ensure regulatory compliance as applicable.

Position Responsibilities

• Define and enforce enterprise-wide ITSM policies, procedures and standards that align with ITIL best practices
• Leads the Change Management function to ensure consistent process execution, alignment with governance standards, and compliance with audit and risk management requirements.
• Provide recommendations on complex processes and frameworks that could affect the success of other initiatives
• Facilitate integration and processes supporting the CMDB and data aggregation from multiple sources
• Drive metrics creation and facilitate reporting related to the availability and stability of critical applications
• Advocate for adoption, business alignment, and improvement of all ITSM processes
• Meet with PMO and Business Stakeholders to provide a stable and functional SPM module
• Accountable for building and maintaining the Service Catalog
• Ensures training and processes for tooling supports operational and development needs
• Develops staff to meet the changing needs of the organization and awareness to new Cloud capabilities and integrations
• Manages vendor relationships, platform administration, and licensing
• Manages internal and external (MSP offshore) resources
• Manages cost center including effective planning and tracking
• Guide and oversee professional services engagements to expedite implementation, stability, and other objectives as needed

Position Qualifications

• 10+ years of fulltime personnel management experience
• 10+ years of experience in designing, building, and implementing software solutions in banking, finance, or insurance industries
• 7+ years of experience ServiceNow focusing on ITSM and SPM
• Education equivalent to a college degree in computer science or related field, or the equivalent in related work experience
• Ability to apply specialized knowledge of industry standards & practices to portfolio, programs, and initiatives
• Strong knowledge and ability to apply ITIL frameworks
• Experience executing internal and external audits
• Strong background of SOX compliance and ITIL implementation for governance controls
• Ability to communicate and provide reporting at the business and IT executive level
• Experience in software development and project management
• Ability to execute simultaneous projects to successful delivery
• Demonstrated experience with vendor management
• This position is based at a Kemper office

The range for this position is $108,600 to $180,900. When determining candidate offers, we consider experience, skills, education, certifications, and geographic location among other factors. This job is eligible for an annual discretionary bonus and Kemper benefits (Medical, Dental, Vision, PTO, 401k, etc.)

Kemper is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other status protected by the laws or regulations in the locations where we operate. We are committed to supporting diversity and equality across our organization and we work diligently to maintain a workplace free from discrimination. Kemper does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Kemper and Kemper will not be obligated to pay a placement fee. Kemper will never request personal information, such as your social security number or banking information, via text or email. Additionally, Kemper does not use external messaging applications like WireApp or Skype to communicate with candidates. If you receive such a message, delete it.