The Sr. Manager of ITIL (IT Infrastructure Library) Governance will be responsible for driving
the development, implementation, and continuous improvement of ITIL-based service
management frameworks and processes across the IT organization. This position will lead the
projects and change management to implement to process workflows, software and/or
organizational development recommendations to align with ITIL best practices, ensuring the
highest levels of service quality, efficiency, and compliance. This position will be key to driving
consistency and accountability across all IT service management processes, while fostering a
culture of continuous improvement.

▪ Leads the development, implementation, and optimization of ITIL governance
frameworks and processes.
▪ Defines and enforces ITIL best practices and standards across service management
processes, ensuring alignment with organizational goals.
▪ Oversees the establishment of governance controls to ensure compliance with ITIL
principles in service design, transition, operation, and continual improvement.
▪ Drives the strategic direction of ITIL adoption, including roadmaps and initiatives to
enhance service delivery efficiency.
▪ Manages and optimizes key ITIL processes, including Incident Management, Problem
Management, Change Management, Service Request Management, Service Level
Management, and Asset Management
▪ Implements process monitoring and performance metrics to measure and improve the
efficiency and effectiveness of ITIL processes.
▪ Ensures continuous improvement initiatives are in place to refine and optimize service
management processes, reduce costs, and enhance service delivery.
▪ Establishes and manages compliance and audit processes related to ITIL governance,
ensuring alignment with internal policies, industry standards, and regulatory
requirements.
▪ Regularly assess the effectiveness of ITIL governance and report on the status, issues,
and improvement opportunities to senior leadership.
▪ Ensures ITIL governance processes are followed and continuously improved in order to
meet service delivery expectations, business needs, and customer satisfaction levels.
▪ Collaborates with senior leadership, IT teams, and business units to ensure ITIL
governance processes are integrated into the overall IT and business strategies.
▪ Provides guidance, training, and mentorship to IT staff on ITIL processes and governance
principles.
▪ Builds and maintains relationships with key stakeholders to ensure alignment and
engagement with ITIL governance initiatives.
▪ Acts as the primary point of contact for all ITIL governance-related matters across the
organization.
▪ Develops and maintains dashboards and performance reports to measure the effectiveness
of ITIL processes and governance controls.
▪ Presents regular updates on ITIL process performance, risks, and improvement
opportunities to senior management and relevant stakeholders.
▪ Ensures that all ITIL processes are properly documented, including process flows, roles,
responsibilities, and procedures.
▪ Drives knowledge-sharing initiatives within the IT team to increase ITIL awareness and
skills.
▪ Leads training and awareness programs on ITIL practices to ensure effective
implementation and adherence to governance standards.

HIRING RANGE:

$156,741.30 - $203,763.69

All HealthPlan employees are expected to:
▪ Provide the highest possible level of service to clients;
▪ Promote teamwork and cooperative effort among employees;
▪ Maintain safe practices; and
▪ Abide by the HealthPlan’s policies and procedures, as they may from time to time be
updated.


IMPORTANT DISCLAIMER NOTICE
The job duties, elements, responsibilities, skills, functions, experience, educational factors and
the requirements and conditions listed in this job description are representative only and not
exhaustive or definitive of the tasks that an employee may be required to perform. The employer
reserves the right to revise this job description at any time and to require employees to perform
other tasks as circumstances or conditions of its business, competitive considerations, or work
environment change.