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THE ROLE

The Vice President of Service Management will focus on developing a comprehensive ITIL based, performance driven organization. The ideal candidate will have a strong background in ITO Managed Services delivery with a minimum 10 years of direct experience building and leading high performing Service Management organizations across multiple service lines. The incumbent will work closely with the SVP – Global Delivery, drive improvements to obtain consistent, high-quality results across existing service lines and a broad client base.

Key Responsibilities

The Vice President, Service Management works independently, with coordination across Service Management delivery. Responsibilities include:

• Create, modify, update and implement the required ITIL processes and controls to ensure compliance with agreements and outcome-based results to Nordic’s clients.
• Implement a rigorous continuous service improvement program.
• Lead and mature the Quality Management System across Managed Services.
• Deploy ITIL consistent practices across all engagements.
• Work closely with the ServiceNow and tools teams to implement automation and reporting .
• Liaise with Client Partner Executives and Delivery Executives to ensure that all account operations are in line with contractual obligations and SLA reporting requirements.
• Strong working knowledge of ITIL framework.
• Checks progress against objectives, reports any deviations.
• Manage account performance reports, evaluates trends and suggests Continual Service Improvement (CSI) guidance.

• Applies Service Management best practices across service areas.
• Investigate problem issues.
• Maintain relationships with stakeholders, customers, and key users.
• Maintain communication with stakeholders, customers, and key users.

Skills and Experience

• BS/BA in related field, post graduate degree strongly preferred, 10+ years related experience including 7-10 years management capacity.
• Extensive knowledge of ServiceNow and all its capabilities.
• 10 years of hands-on leadership and delivery across multiple service lines.
• 10 years of client facing delivery experience.
• Strong problem-solving, analytical, and communication skills.

Additional details

• Ability to travel up to 30% of the time.

Nordic is an equal opportunity employer dedicated to a policy of non-discrimination on any protected basis including race, creed, color, age, gender, religion, national origin, disability, marital or veteran status, sexual orientation, or any other legally protected status under applicable local, state or federal law. EEO/AA Employer: M/F/Disabled and Vet.