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IT Services Lead (GIS Process Lead)
Auto req ID: 5032BR
Title: IT Services Lead (GIS Process Lead)
Job Function: Information Services/Technology
State and City: Wisconsin, Milwaukee
Company: Harley-Davidson Motor Company
Full or Part-Time: Full-Time
Shift: Shift 1

Job Summary
The IT Service Lead provides coaching and support of IT Library (ITIL) processes leveraged by Global Information Services (GIS) (e.g. Service Portfolio Management, Demand Management, Service Level Management, Availability Management, Strategy Management for IT Services). You should be able to translate business requirements into IT processes, including implementation, training, and governance while ensuring adherence to ITIL best practices. Critical to success of the position is individual credibility and the ability to work effectively and interdependently with IT stakeholders.

The ideal candidate will have played a key role in developing ITIL from the ground up.

Key responsibilities include, but are not limited to:

• Document and communicate ITIL processes to GIS segment staff and stakeholders

• Coach stakeholders through process definition and align them to our global processes

• Identify and govern ITIL service metrics across the Segments

• Facilitate Problem Management After Action Reviews

• Work with service owners to determine Service Level Agreements defined by the business

• Work with GIS teams to develop Operational Level Agreements with GIS teams

• Define Analyze, plan measure and improve all aspects of the availability of the IT service

• Ensure IT processes, tools, roles are appropriate for the agreed targets

• Understand the customer demand to ensure the service has the required capacity

• Train GIS staff and business partners on the use of Global Service Desk tools and processes

Education Required
This position requires a Bachelor’s degree in Management Information Systems, Computer Sciences or any related field.

Experience Required
The successful candidate will have a minimum of eight (8) years of IT industry work experience in the following areas:

• Requires strong communications and interpersonal skills to effectively provide and receive information relative to assigned projects

• Requires strong organization skills and excellent problem-solving skills to handle changing priorities, tight schedules

• Experience implementing ITIL best practices and processes globally

• Ability to design and create reports that meet the businesses reporting requirements

• Ability to manage multiple complex initiatives simultaneously

• Experience working in IT process development supporting internal and external customers

Direct Reports: No
Travel Required: 0-10%