As a valued member of SKECHERS USA, Inc IT team, this person will be responsible for the supporting the Sr. Director ITSM to develop, document, train and maintain key ITSM processes across IT including digitization of the processes working with the ServiceNow team. ITSM Processes include but not limited to Incident. Problem, Change, Request Service Catalog, Knowledge, Major Incident, Hardware Asset Management, Software Asset Management and other IT processes determined key, enabling and driving the operational stability of IT Services to the organization.

The primary responsibility of the Manager, IT Service Management is to collaborate with the end user team and then translate IT process and process practitioner requirements to functional and technical user stories for digitization and automation on the ServiceNow Platform. This person would oversee and coordinate the alignment of people and processes implemented at Skechers, assist the process practitioners improve the processes with buy in from end users and ensure alignment of the process digitization on the ServiceNow platform.

This person will support the ITSM team in collaboration with all other functional areas of IT to facilitate process engagement and definition workshops to collect the artifacts needed for digitization of the processes on ServiceNow platform.

ESSENTIAL JOB DUTIES

Develop continuous improvement on the Major Incident Process, act as the Major Incident Commander, drive the teams to form Major Incident Managers on each functional team during the event of a Major Incident.Provide guidance and direction to ITSM Process Practitioners who execute day-to-day process and process support activities (e.g. Incident Managers, Change Manager, Hardware Asset Management, Asset Disposal Management., etc.).Leads the design of ITSM Processes creating best practice templates, systems and artifacts that standardize IT Service Delivery framework and execution within the IT departmentIn partnership with Service Delivery Managers, ensure support teams are operating in adherence with all Skechers ITSM Processes.Support the Sr. Director, ITSM to oversee IT service operations and platform development activities performed by managed service partnerOwn and manage the ServiceNow process backlog stories driving the evolution of the process from A to Z.Define CSFs/KPIs to evaluate the effectiveness and efficiency of the process, review measures/metrics and initiate actions required following the analysis of reporting data for IT processes including but not limited to Incident, Request, Change, Problem, Knowledge.Support the IT Service Management platform, tools and dashboard reporting to automate the process metrics reporting.Partner and support the Sr. Director, ITSM to develop a Center of Excellence (CoE) for ITSM practices and training for end usersBe able to independently co-ordinate with all IT depts and functions to start evangelizing Service Levels and start establishing Service Levels on Incidents and Tickets to start digitizing Service Level process including notifications and manager escalations.Support and manage independently the Software Asset Management on the ServiceNow Platform and coordinate within Software manufacturer Portals.Support the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for ITIL standards.Operate with a strong sense of urgency ensuring that existing and new processes add value to both the organization and our customers.Manage audit requirements across deemed ITIL Processes and reply to the same.

JOB REQUIREMENTS

6+ years of IT experience and 2+ years planning, communication, organization and people motivation skill (or equivalent experience)Experience in ITSM including management of processes, practices, disciplines, and tools needed to ensure successful adoption of ITSM within the organizationBasic Experience with the ServiceNow PlatformExperience with automation tools to enrich the integrations and drive operational excellence.Demonstrated experience with ITIL Processes (Incident, Change, Problem, Service Request, Availability, etc.)Experience in developing and reporting key IT process health metrics and reporting to senior leadership.Certified in ITILv3 or 4.Experience in IT Service Management, ServiceNow platform, Program Management and Operational environmentsExperience in translating process user requirements to technical process stories for development.

ADDITIONAL KNOWLEDGE AND SKILLS

Proven and excellent cross-functional influencing skills; driving disparate teams to align on integrated goalsProven experience in leading cross-functional strategic business initiatives and/or process improvement and/or strategic executive level decision makingDemonstrated ability to effectively facilitate change and garner the support of others.Experience presenting to stakeholders in a non-technical manner.Excellent interpersonal, collaborative and communication skills.Experience in conflict management and applying change management methodologies.Experience in software development life cycle and business planning.Experience creating or maturing staff development programs.

EDUCATION AND EXPERIENCE

4-year degree in computer science/MIS/engineering or related field or equivalent experience

CERTIFICATIONS

ITIL foundations and Practitioner preferredAgile/Scrum certification or training; hybrid process exposure preferred

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel, and talk or hear. The employee frequently is required to walk; sit, reach with hands and arms, and stoop, kneel. The employee is occasionally required to sit for long period of times.

Salary Range for this role is $140,000 - $160,000

About Skechers
Skechers (NYSE: SKX), a global, Fortune 500® brand develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Developing comfort technologies is the foundation of all we do – delivering stylish, innovative, and quality products. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,200 company-and third-party-owned retail locations. Headquartered in Southern California, with offices and distribution centers around the globe, Skechers has spent 30 years helping people of all ages look and feel good.

Equal Employment Opportunity
Skechers is committed to providing a safe, inclusive, and respectful work environment. Skechers provides equal employment opportunities for all employees and applicants for employment without regard race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation, or any other protected characteristic established by local, state or federal law.

Reasonable Accommodation
Applicants for employment who require a reasonable accommodation to apply for a job should request appropriate accommodation by emailing benefits@skechers.com.
To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily.  The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.