Manager, ITSM Incident & Problem Management Position Available In Miami-Dade, Florida

Job Description Job Description:

The Process Manager, ITSM Incident & Problem Management is responsible for overseeing and enhancing incident and problem management processes within a managed service provider model. This role ensures the efficient and effective resolution of IT incidents, minimizes service disruptions, and leads root cause analysis efforts to prevent recurrence. The team member will collaborate with internal IT teams, service providers, and business stakeholders to drive continuous service improvements, enforce ITIL best practices, and ensure service excellence across the organization.

Essential Functions:

Oversee the end-to-end incident and problem management lifecycle, ensuring timely resolution of major incidents and recurring problems. Implement and enforce ITIL-based processes to enhance service provider performance. Develop and maintain key performance indicators (KPIs) and service level agreements (SLAs) for incident and problem management. Analyze ITSM data and reports to identify trends, gaps, and opportunities for process improvement. Collaborate with Change and Release Management teams to ensure alignment with incident and problem resolution efforts, minimizing risk and reducing service disruptions Oversee the performance and contractual obligations of ITSM service providers. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com . To learn more about how we collect, keep, and process your private information, please review

Insight Global’s Workforce Privacy Policy:

https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements 3+ years of experience in IT service management, focusing on Incident & Problem management Experience managing ITSM service providers and vendor performance Hands-on experience with ServiceNow – ITIL best practices, major incident response, and problem resolution methodologies Experience in ITIL and IT project management via various SDLCs (i.e., Agile, Waterfall, Hybrid, etc.) Masters degree – Information Technology, Computer Science, or related field or equivalent work experience Experience in the cruise and/or travel industry.

Certifications:

ITIL Certification (V3 or V4), ServiceNow Certification (CIS-ITSM, ServiceNow Administrator), PMP null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.