Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan.
What you'll do:
- Lead ITSM Strategies and Practices:Develop and execute a comprehensive ITSM strategy with ITIL best practices and organizational goals. Lead and manage the ITSM team. Champion integration of modernized, automated, and streamlined solutions to improve efficiencies and outcomes. Collaborate with leaders and stakeholders across the organization to ensure alignment and adoption of ITSM initiatives and standards.
- Drive Service Delivery:Establish and maintain ITSM policies, process, and standards to enhance service delivery and operational efficiency. Oversee delivery of IT services to ensure they meet Service Level Agreements and quality standards. Monitor and report on service performance, identifying areas for improvement. Implement corrective actions as appropriate. Achieve measurable improvements in service delivery metrics (e.g., response times, reduction in call volume, Net Promoter Scores, and customer satisfaction, etc.).
- Manage Incident and Problem Management:Drive adoption of ITIL principles, including incident management, change management, and service level management. Manage incident and problem management processes to ensure timely resolution of IT issues. Conduct root cause analysis and implement preventive measures to reduce the occurrence of incidents. Communicate effectively with stakeholders regarding the status and impact of incidents and problems.
- Oversee Change Management:Oversee the change and release management processes to ensure changes are implemented smoothly and with minimal disruption to services. Coordinate with project teams and other stakeholders to plan and execute changes and releases.
- Champion Continuous Improvement:Drive a culture of continuous improvement by analyzing service management Key Performance Indicator data and implementing process improvements. Develop initiatives that ensure scalability, adaptability, and efficiencies within ITSM practices. Standardize processes across the organization to maximize efficiency. Stay abreast of industry trends, emerging technologies, and best practices to maintain ITSM best-practice strategies.
- Project Management:Lead and manage ITSM projects, including planning, execution, and monitoring.
- Lead with Care:Lead, coach, and develop team members, fostering a culture of wellness, recognition, and engagement. Meet regularly with direct reports in one-on-one and group settings to provide feedback and cultivate/maintain a positive work culture.?
- Perform other duties as assigned.
Career Level Expectations:
- Typically manages multiple teams or a department.
- Requires a high degree of responsibility for resources, and frequently influences business decisions made by functional leadership.
- Owns short to mid-term (1-3 years) strategy, execution and operational direction for multiple departments which directly impacts the achievement of overall functional results.
- Problems faced are frequently complex and require extensive investigation and analysis in collaboration with others.
- Requires ability to influence others to accept practices and approaches, and ability to communicate with executive leadership.
- Desire for growth and professional development.
Required Skills/Experience:
- Bachelor's degree in information technology, computer science, or a related field.
- 5+ years of ITSM experience.
- Strong knowledge of ITSM frameworks and best practices (e.g., ITIL, Six Sigma).
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to manage and motivate a team.
- Strong problem-solving and decision-making abilities.
- Expertise with modern ITSM platforms and technologies within large enterprises.
- Ability to professionally communicate fluently in verbal and written English.
- Ability to contribute to a diverse and inclusive work environment.
- Computer literacy/basic computer skills to effectively navigate and utilize the technology required for the role.
Preferred Requirements:
- Master's degree in above fields.
- ITIL Expert or Master certification.
- Proficient in Microsoft 365 products (Word, Excel, PowerPoint) and other business platforms such as Microsoft Teams, and PowerAutomate.
- 8+ years of ITSM experience, and 5 years in a leadership role.
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com . Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal. By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual's skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.
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Vaco
$140,000.00 - $145,000.00 / yr
401(k), retirement plan
Mar 29, 2025