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IT Service Management Lead

Date: Aug 3, 2019

Location: Franklin, WI, 53132

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference. 

Currently seeking to hire an Enterprise Service Request Process Lead to drive ITSM Enterprise Service Request Fulfillment for Northwestern Mutual. The scope includes all processes and governance necessary for the effective management of service request within the company. This role is responsible for the implementation and continuous improvement of the Northwestern Mutual Enterprise Service Request Management Process. 

The Enterprise Service Request Process Lead is also responsible for working with internal customers to gather requirements that drive the implementation of the Service Request Management process in the organization toolsets.  This includes a clear understanding of the overall ITSM strategy for interfacing Service Request Management with other dependent and related processes such as Incident, Change, Problem, Asset and Configuration,

This position partners with other IT operations leads to understand each unique environment and ensure the service request process, catalog and tool remains aligned with the ITSM vision of “one process, one tool” for the enterprise.


Overall Accountability/Responsibility

  • Defining, managing and ensuring compliance to the Request Fulfilment process providing a central co-ordination function for the management of service requests from the business.
  • Maintain oversight of the end-to- end process, resolving exceptions and dealing with queries in a consistent and timely manner.
  • Defining, documenting, maintaining and implementing the Global Request Fulfilment process and Service Catalog and Portfolio.
  • Developing an escalation and exception processes, reducing the risk of disruption to the business caused by slow fulfilment.
  • Accountable for ensuring the end-to-end effectiveness of the process and compliance with all corporate standards and policies.
  • Accountable for ensuring that measuring and reporting upon the performance of the Request Fulfilment processes is in place and effective.
  • Accountable for ensuring that effective communication of all process steps is carried out for all stakeholders, running training and education programs as appropriate.
  • Accountable for ensuring that the Request Fulfilment process operates in a truly end-to-end manner, are fully integrated with other resolver group processes and all Service Integrator roles are clearly identified and fulfilled.
  • Ensure ownership of the request by the appropriate Service provider is well understood, expectations for delivery are clear, and ultimate delivery of the request meets the specifics of the outlined request by using embedded processes and SLA’s.
  • Design, develop and implement to continuously improve Northwestern Mutual’s processes and procedures based on ITIL principles.
  • Technical breadth of APIs, integrations, and data lifecycle/management.
  • Ensures compliance with all related Policies
  • Identification of Critical Success Factors and Key Performance Indicators
  • Communicate decisions, priorities and relevant project information to team members as well as creates and maintains toolkits, processes, and messaging for IT and business stakeholders


General Skills/Knowledge Needed

  • Has 5-8 years of product ownership experience.
  • A strong background in design and authoring Service Catalog and Portfolio with background in Customer facing and IT to IT services.
  • ITIL/Cobit certifications or equivalent proficiency, including working knowledge, not just practical.  Understanding the relationships within the Service Management processes.
  • Software lifecycle management, including but not limited to design, build, test, and release
  • Bachelor’s Degree or equivalent work experience
  • Has demonstrated the ability to effectively coordinate and work with cross-functional teams.
  • Can effectively communicate decisions, priorities and relevant project information to team members
  • Creating and maintaining toolkits, processes, and messaging for IT and business stakeholders – you are a good marketer.
  •  Working in agile methodologies with a focus on continuous deployment and improvement.
  • The role requires a broad technical understanding of the function of the applications, along with an understanding of the capabilities and business acumen of the service provider community to fulfil these requests.


Desired Skills

  • UI/UX design and user research methodology experience Agile SCRUM experience, particularly SAFe methodology.
  • Ability to analyze complex/technical trends and patterns on incidents and requests, while keeping a viewpoint in non-technical, easy to understand terms and structure/organization.
  • Working experience with the following IT Service Management tools: ServiceNow, Cherwell, particularly with engineering experience.


Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now! 

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


Req ID: 25584
Position Type: Regular Full Time
Education Experience: Bachelor's Required
Employment Experience: 6-8 years
FLSA Status: Exempt
Posting Date: 07/08/2019