Program Manager

• Supports the Office of Information Technology (OIT) Demand Manager in implementing and maintaining ITIL 4-aligned service management practices to ensure efficient and effective delivery of IT services.
• Develops and delivers presentations to executive leadership, stakeholders, and cross-functional teams on communication service performance, project updates, and strategic initiatives.
• Assists with the Incident Management process, ensuring timely resolution of service disruptions and adherence to service level agreements (SLAs).
• Helps facilitate Service Request Management, ensuring user requests are fulfilled accurately and efficiently via workflows and automation.
• Facilitates Problem Management efforts by identifying root causes of recurring incidents and implementing corrective actions, leveraging analytics and reporting tools.
• Collaborates with stakeholders to define, monitor, and report on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Facilitates Continual Improvement initiatives by analyzing service performance data and identifying opportunities for process optimization.
• Supports and maintains the Service Catalog Management process, ensuring that all IT services are accurately documented, maintained, and made accessible to users through ServiceNow.
• Ensures the service catalog reflects current offerings, service levels, and support details, and collaborates with service owners to update entries as needed.
• Assists technical teams in maintaining the Service Configuration Management process, ensuring accurate tracking of configuration items (CIs) and relationships within the CMDB.
• Contributes to and maintains a centralized Knowledge Management system within ServiceNow to support efficient incident resolution and user self-service.
• Serves as a liaison between IT and business units to understand needs, manage expectations, and ensure IT services deliver business value.
• Participates in project governance by ensuring IT projects align with strategic objectives, comply with organizational standards, and deliver measurable outcomes.
• Supports project portfolio management by contributing to prioritization, resource planning, and risk assessment activities.
• Supports capacity planning efforts by forecasting future service demands and ensuring adequate infrastructure and staffing levels to meet business needs.
• Manages resource allocation across ITSM functions and projects, ensuring optimal use of personnel, tools, and technology to support service delivery and project execution.
• Participates in the development, review, implementation, and enforcement of IT service management policies, procedures, and standard operating procedures (SOPs).
• Provides training and mentorship to IT staff on ITIL 4 practices and effective use of ServiceNow to promote a culture of service excellence.
• Coordinates with internal and external stakeholders to ensure alignment of IT services with business needs and strategic goals.

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