Reference #: 16347Status Category:Full-Time

　　Exempt/Non-Exempt:Exempt

　　Scheduled Hours Per Week:40

　　Job Code:IT178

　　With over 120 offices and nearly 7,000 associates throughout the U.S. CBIZ (NYSE: CBZ) delivers top-level financial and employee business services to organizations of all sizes, as well as individual clients, by providing national-caliber expertise combined with highly personalized service delivered at the local level.CBIZ has been honored to be the recipient of several national recognitions:* 2022 Best and Brightest Companies to Work for in the Nation* 2023 Top Workplaces USA* 2022 America's Best Mid-Size Employers* 2022 Best and Brightest Companies in Wellness* 2022 Great Place to Work CertificationCBIZ Corporate is a division of CBIZ, Inc., providing internal support in the areas of finance, human resources, payroll, benefits, IT, legal, and marketing. CBIZ is ranked as a Top 20 Largest Broker of U.S. Business (Business Insurance Magazine) and a Top 100 Retirement Plan Adviser (PLANADVISER).

　　Job Purpose / ObjectiveThe primary objective of the Information Technology (IT) Operations Manager will be to oversee and direct the day-to-day activities of CBIZ's IT Operations department, ensuring that systems, services, and infrastructure work reliably and securely. The IT Operations Manager will lead a small team that responds to associate service desk requests and monitors system stability and performance. The IT Operations Manager provides guidance and leadership to the department and technicians, but also directly and indirectly supports end users by handling escalations, resolving associate issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.  The IT Operations Manager will closely align with functional groups to provide essential support for the business.Essential Functions & Primary DutiesAbility to demonstrate managing large organizational changes with excellent collaboration skills.Own and manage multiple ITIL processes and their integration in ServiceNow (or similar platform).Establish formal IT Service Management practices leveraging ITIL best practices.Develop and manage continual improvement plan for all ITIL processes.Develop, produce, and maintain metrics, governance programs and documentation for ITIL processes.Participate in developing IT strategy and ensuring that internal IT processes support those objectives.Provide performance related data to support ongoing vendor contract adherence.Establish performance reporting for all IT teams and leadership, providing direction and support to drive sustained IT service delivery improvements.Establish and interact with business leaders to ensure that services are meeting or exceeding expectations.Foster a culture of commitment, continuous improvement, and learning.Leverage available data to ensure IT staff adherence to notable service management processes.Provide adherence data and approved process documentation to support internal and external audit reviews of IT practices and performance.Preferred QualificationsStrong analytical and problem-solving skills, with the ability to identify issues, analyze root causes, and implement effective solutionsServiceNow AdministratorRequired QualificationsBachelor's degree or equivalent IT experienceExperience in service process integration in ServiceNow (or similar platform)5 years of ITIL process management with demonstrable expertise in implementing ITSM processes and standards.ITIL certification required, with demonstrable experience implementing enterprise processes.Proven experience in developing and executing IT strategies aligned with organizational goals and objectivesStrong analytical abilities to assess current IT systems, identify gaps, and propose strategic solutions for improvementStrong analytical and problem-solving skills, with the ability t identify issues, analyze root causes, and implement effective solutionsAbility to execute and draft technical instructions and guidelinesAbility to work independently and with cross-functional teams.Demonstrated ability to communicate verbally and in writing

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　　EQUAL OPPORTUNITY EMPLOYERCBIZ is an affirmative action-equal opportunity employer and reviews applications for employment without regard to the applicant's race, color, religion, national origin, ancestry, age, gender, gender identity, marital status, military status, veteran status, sexual orientation, disability, or medical condition or any other reason prohibited by law. If you would like more information about your EEO rights as an applicant under the law, please visit these following pages and .

　　CBIZ is an equal opportunity employer and reviews applications for employment without regard to the applicant's race, color, religion, national origin, ancestry, age, gender, marital status, military status, veteran status, sexual orientation, gender identity, disability, or medical condition or any other reason prohibited by law.