IT Service Management Manager at Beazer Homes in Atlanta, Georgia

Job Description:

Overview


This role is responsible for analyzing, designing, and improving IT service processes to enhance overall service delivery and customer satisfaction. This role involves working closely with IT teams, business units, and service providers to ensure that IT services are aligned with business needs and delivered in an efficient and effective manner.



Company Overview: Beazer Homes is committed to employee wellbeing and life-work balance, offering development opportunities, a flexible time-off program, and an industry leading parental leave policy.

Primary Duties & Responsibilities

• Oversees the development, implementation, and continuous improvement of ITSM processes, including incident management, request fulfillment, change management, and problem management.


• Manages ITSM tools and platforms, ensuring they are utilized effectively and are optimized for service delivery.


• Coordinates with IT and business stakeholders to define service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs).


• Analyzes ITSM data to identify trends, makes recommendations for improvements, and reports on service performance against agreed-upon service levels and metrics.


• Conducts regular service reviews and audits, reporting on performance against service levels and identifying opportunities for service improvement.


• Works closely with IT teams and business stakeholders to understand their needs, communicate ITSM process changes, and gather feedback for continuous improvement.


• Provides training and support to IT staff and users on ITSM processes and tools. Develop and maintain documentation and training materials.


• Provides expert guidance and support on ITSM best practices to IT staff and management.


• Develops and maintains IT service catalogs and service portfolios.

Education & Experience

• Bachelor's degree in computer science, or similar related field, or equivalent work experience.


• ITIL Certification (Intermediate or Expert level) is highly preferred.


• Minimum of 5 years of experience in IT service management or a related field.


• Strong understanding of ITSM software tools and platforms.

Physical Requirements

• Typical office environment, including the extended use of headsets and computers.


• Required to be on call evenings and weekends, as production outages occur.

Additional Responsibilities
The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Additionally, an employee's job duties may change at any time, in the company's sole discretion.


Personal Information Collection Notice for Job Applicants

In order to process your application, we will ask you to create an account and provide us with certain personal information, including your identification data (e.g. name, date of birth, driver's license number, contact details), education information, and professional and employment history. If you have any questions about our privacy policy or would like to learn more, please visit Beazer.com/privacy, which includes a link to an additional notice for California residents and which link can also be visited directly at Beazer.com/Californiaprivacy.



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