Business Unit: Digital and Technology Job Summary:
The ITIL Service Delivery Manager will oversee several key functions within the D&T department that enables the delivery of a high-quality service to end users and to ensure ITIL Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the D&T team to achieve those expectations to a high standard.
Work within the management structure to provide thought leadership on ITIL process development, The current position, roadmap, governance and strategic direction.
As a key role within the D&T organization, the Service Delivery Manager will be required to evaluate the current ITIL processes that are within the scope of the role. This is with the intention of improving the effectiveness of overall delivery as part of a Service Improvement Plan.
Essential Duties and Responsibilities:
Create roadmap for ITIL
Process and policy creation
Ability to train others on processes
Metrics and Reporting
Lead the drive for ITIL adoption globally
Coordination of training on ITIL
Assist Process owners on improvement efforts
Create/Lead the Queue Management Process
Other duties as assigned
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
Bachelor's degree (BA/BS) from four-year college or university and a minimum of 6 - 10 years of related experience and/or training, including 2-3 years of management level experience.
Requires 5+ years of experience in end user support
Expert Knowledge of ITIL disciplines
Excellent Leadership and People Skills
Strong Governance background
Certificates and/or Licenses
ITIL V3 Certification (V4 is a plus)
Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information.
Requires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or commissions. Conducts basic financial analysis.
Ability to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate analytical and quantitative skills.
Other Skills and Abilities
ServiceNow experience preferred
Scope of Responsibility
Decisions made with understanding of procedures and company policies to achieve set results and deadlines. Responsible for setting own project deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
Internal Number: 19030442
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.