People Matter

IT Service Manager

Volterra

Volterra

IT
Mexico · Remote
Posted on Thursday, June 20, 2024

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Job Title: Service Manager – Configuration and Reliability Management

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Life at F5 is never dull. We are constantly identifying industry trends and disruptions, then innovating to get ahead of future customer needs-creating application services that help the world’s leading organizations deliver their critical business apps faster and with the highest levels of flexibility, security, performance, and support.

But our success isn’t driven solely by what we do. We also care deeply about how we do it. At F5, our culture is how we live, every single day. And it’s producing outstanding results-not only for our customers, but also for our employees. We understand that your life is about more than just work, so we’re committed to a culture that supports your whole life.

Job Description

We are seeking a highly skilled ITSM professional with proven experience in both process management and functional management of ITSM practices

In this role you will own not only the assigned practice areas, but the functional processes within the practice.

This role is key to our ITSM implementation efforts!

What will you do?

  • Assume complete ownership for designing, documenting and implementing processes within your practice area

  • Lead effort to align your practice area to the Service Management Framework

  • Assure proper configuration of ITSM tooling to reflect the documented processes

  • Play a significant role in long-term planning, including operational excellence

  • Develop and implement training in your specific practice area

  • Negotiate and manage metrics and measurements relevant to your practice areas

  • Lead meetings and ceremonies across Technology Services and aligned business units

  • Monitor and drive security compliance in accordance with standards, policies and procedures

Knowledge, skills and abilities:

  • Deep ITSM Framework experience and knowledge in various ITSM methodologies such as ITIL, COBIT, Agile, SIAM, Etc.

  • Strong communications skills

  • Excellent social, planning, documentation, organization, and problem-solving skills

  • Ability to work directly with internal customers at all levels to assure compliance with practice objectives and measurements

  • Project management skills, ability to coordinate multi-functional resources influentially

  • In-depth knowledge of ServiceNow and other ITSM tools and applications

  • An understanding of enterprise IT systems such as O365, Email, DNS, Active Directory, Public Cloud, TCP/IP, Server/Storage, and Database Technologies as well as exposure to a wide variety of technical products and issues

  • Knowledge & experience across the whole spectrum of IT-related functions: network infrastructure, datacenter operations, business applications development & support, etc.

  • Specific experience in managing an ITSM Practice in Configuration as well as Reliability/Observability Management

How do you qualify?

  • Bachelor's degree or equivalent ITSM Management work experience

  • Technical certifications desirable

  • 10+ years ITSM Management at the enterprise level required

  • 8+ years leading a Configuration Management and Reliability/Observability Management practice

#Remote

#Hybrid

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.Phishing Alert

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws.This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates.Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job.Request by contacting accommodations@f5.com.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.