Grant Thornton LLP ETSI- Information Technology Service Management (ITSM) Experienced Manager in Arlington, Virginia
Grant Thornton is collaborative, entrepreneurial and on the move. As part of a dynamic global organization of 47,000 people serving clients in more than 140 countries, we have the agility and focus it takes to be a leader.
Enterprise Technology Strategy and Innovation – Information Technology (IT) Service Management Experienced Manager
Grant Thornton’s Advisory professionals are progressive thinkers who create, protect, transform value today, so our clients have the opportunity to thrive and grow. Our Advisory practice creates holistic solutions delivered by innovative, curious professionals who bring technical depth and industry insight to our clients.
Enterprise Technology Strategy and Innovation (ETSI) is the newest business line in the Advisory practice. Our practice is dedicated to advising CIOs and technology leaders, and helping them navigate the ever-changing digital landscape as a true business partner in the C-suite. The ETSI team consists of highly skilled subject matter experts in Enterprise Technology Strategy, Information Technology Service Management, Advanced Technology and Digital Solutions, IT Strategic Sourcing and Technology Resource Effectiveness who bring dedicated focus to the business of technology. The ETSI business line partners with our clients to cut through the clutter, ask the hard questions, and provide innovative and customized solutions that drive value and build trust.
This is an Experienced Manager position within our IT Service Management (ITSM) service line where we are focused on enabling IT organizations to achieve business outcomes through the right mix of services and service management. The service line is focused on supporting CIOs and their leadership through developing the overall strategy for IT services and IT service management; evaluating and benchmarking an organizations’ ITSM capability and performance; and developing the strategy, roadmaps, and organizational components for implementing IT Service Management through Agile methods.
The Experienced Manager leads the project teams that deliver advisory services to clients. You are responsible for delivering the assigned projects on-time and on-budget, managing quality control, while maintaining (and building) client relationships. You will coach and develop junior staff and project team members in alignment with the ETSI practice strategy. As a member of the ETSI team, you will participate in solution set development, and collateral development.
Essential Duties & Responsibilities * Maintains currency on the emerging technologies, processes and practices that need to be assimilated, integrated and introduced within the IT Service Management solution set so that ETSI can respond to the needs of the CIO * Supports the mission and vision of the IT Service Management practice to foster a business-oriented culture and mindset. * Leads IT Service Management project teams in the assessment of external market and internal technology capabilities required to achieve desired competitive positioning * Leads the evaluation and design of organizations’ IT Service Management strategy and IT Services that are aligned with current and future business goals. * Leads the development of roadmaps and programs to implement the organizations’ IT Service Management strategy and IT Services * Leads the optimization of IT Service Management performance through implementation of assessments, benchmarking, analysis and recommendations based on ITIL * Supports client teams in the development of policies, standards and guidelines that direct the selection, development, implementation and support of IT Services within the enterprise. * Leads project teams and supports client teams in the assessment and implementation of ITIL processes. * Implements selection guidelines for IT Service Management “As a Service” offerings for clients. * Works with clients to identify and deliver the IT Service Management / Business Process Management metrics that support IT value and business goals * Works with clients to conduct license risk assessments and implement License Management strategy using the ETS&I methodology * Support clients in the implementation of application “agile lifecycle” management * Work with clients to implement IT Financial Management models, methodology and metrics that support IT business value measurement, decision-making and communication * Provides expertise in at least two or more IT Serviced Management offerings. Leverages that expertise to participate in webcasts, proposal writing, whitepapers, conference and/or other material development. * Maintain a good working relationship with clients and work effectively with client management and staff at all levels to gather information and perform services * Work closely with Grant Thornton leadership to promptly identify and resolve client problems or issues * Communicate (verbally and in writing) externally with clients and internally with all levels of the organization to successfully accomplish objectives portraying knowledge and confidence * Motivate project team members to perform at maximum efficiency without sacrificing quality of the services delivered * Provides leadership, coaching and direction to the project team members and staff. * Other duties as assigned
- Bachelor's degree in Information Technology, Computer Science, MIS, Data Science or STEM related field.
- 10 years of related work experience in a similar consulting practice or function servicing cross-industry clients at a national level
- ITIL Service Strategy certification required; ITIL Intermediate Certification preferred
- Experience with developing and implementing ITIL Service Management processes, IT Operations, IT Application Lifecycle management, IT Program Management, ITIL organizational models, and IT reporting and analytics
- Familiarity with leading ITSM tools such as ServiceNow, ServiceCloud, CA Service Desk, Zendesk, Cherwell, BMC Remedy, Jira, Maximo, etc.
- Excellent verbal and written communication skills
- Ability to work in a team environment
- Prior relevant consulting experience required
- Experience with Life Sciences, Financial Services, Healthcare, or Manufacturing preferred
- Ability to work additional hours and/or travel 50-70%
Knowledge / Skills
- Excellent verbal and written communication skills.
- Ability to work in a team environment.
- Exceptional leadership skills with the ability to develop, motivate and inspire their team.
- Ability to instill confidence in the business and demonstrate the business value of IT.
- Effective influencing and negotiation skills.
- Excellent analytical, strategic conceptual thinking, strategic planning and execution skills.
- Strong business acumen, including industry, domain-specific knowledge IT Service Management technology solutions
- Ability to identify and leverage resources internally and externally to the enterprise to enhance capabilities that drive the client and Grant Thornton business. Benefits
Grant Thornton LLP promotes a nationally recognized culture of health and offers an extensive array of benefits to meet individual lifestyles. For a complete list of benefits, please visitwww.gt.com.
Founded in Chicago in 1924, Grant Thornton LLP (Grant Thornton) is the U.S. member firm of Grant Thornton International Ltd., one of the world’s leading organizations of independent audit, tax and advisory firms. Grant Thornton has revenues in excess of $1.7 billion and operates 59 offices across the U.S., with more than 590 partners and 8,500 employees in the United States and at our Shared Services Center in Bangalore, India.
Grant Thornton works with a broad range of publicly- and privately-held companies, government agencies, financial institutions, and civic and religious organizations. Core industries served include consumer and industrial products, financial services, not-for-profit, private equity, and technology. Grant Thornton focuses on serving dynamic organizations that pursue growth holistically — whether through revenue improvement, leadership, mission fulfillment or innovation.
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Title: ETSI- Information Technology Service Management (ITSM) Experienced Manager
Requisition ID: 040477