IT Service Management Oversight Analyst

Description

An exciting opportunity has arisen within the IT Service Management function as an IT Service Management Analyst reporting to the Manager of the IT Service Management Oversight team, the successful candidate will have a working scope of global IT Service Management and scope that involves:

IT Service Management Strategic Planning
IT Service Management Operating Model Definition
Service Management Governance Framework & Reporting
Service Management Guidelines & Standards
Driving a continual improvement framework
Definition and operation of a Service Management Office
IT Service Management Practice & Process Definitions
Organisational design (Int/Ext)
Transformation planning, design, build & project delivery

We have an exciting opportunity for you to join our team as a IT Service Management Oversight Analyst

Who we are:
FedEx is the largest express transportation company in the world, connecting more than 220 countries and territories. We work every moment to deliver the most important package of someone’s day. Our team of passionate people know their day-to-day work is invaluable in delivering outstanding experience to our customers. 530,000 team members strong, we are as diverse as the world we serve. We love what we do, and we do it well. Our reach is big, and so are our dreams. Join us and let's write our next chapter together.

What you will be doing:
 

The IT Service Management function is a new MD function that will define and implement the IT Enterprise IT Service Management strategy, in conjunction with our strategic Managed Service provider, to deliver a single IT Service Management operating model.  This will enable a global set of IT Service Management practices and processes aimed at improving IT Service reliability, reduction of business outages and gain efficiencies from a single way of working. 

An exciting opportunity has arisen within the IT Service Management function as an IT Service Management Analyst reporting to the Manager of the IT Service Management Oversight team, the successful candidate will have a working scope of global IT Service Management and scope that involves:

• IT Service Management Strategic Planning
• IT Service Management Operating Model Definition
• Service Management Governance Framework & Reporting
• Service Management Guidelines & Standards
• Driving a continual improvement framework
• Definition and operation of a Service Management Office
• IT Service Management Practice & Process Definitions
• Organisational design (Int/Ext)
• Transformation planning, design, build & project delivery

Responsibilities include but not limited to:

• Thought leadership: contribution of IT Service Management subject matter expertise, to the evolution and improve the global IT Service Management practice and operating model.
• Process Ownership: full IT SM process ownership being responsible for ensuring that global process(s) are fit for purpose, based upon ITIL and FedEx best practices and aligned with organizational goals and strategy.
• IT SM Technology (PDSM): Work in partnership with Enterprise Platform Product Owners to drive demand, planning and requirements to ensure that underpinning technology meets the needs of the global IT SM processes.
• Assigned Vendor oversight: take responsibility ensuring multiple ITSM Vendor process outcomes, meet the needs of business partners and the Global Service Management practice. 
• Process Management: In conjunction with our IT SM Vendor, work to implement communication, training, and reinforcement plans to ensure the IT SM processes are understood, adopted and measured.
• Advocacy: Work to gain cooperation and compliance from all IT stakeholders whose functional groups are involved in all IT SM processes representing the global IT SM scope and practice 
• Compliance: Ensure all ITSM processes represented and executed by vendor fully meet all FedEx compliance policies, processes and standards.  

What do you bring with you:
 

Proven IT Service Management experience, you will have extensive IT SM knowledge and a minimum of 2 years IT Service Management experience, ideally working within different process areas.

You will have proven ability in:

• Excellent working knowledge of IT service management processes
• Process Definition work (design, documentation, and stewardship)
• Process management (measurement and governance)
• Systems thinking linked to IT Service Management
• SME understanding of the IT Service Management Best Practice (ITIL)
• Excellent reporting, communication and presentation skills.
• Experience owning and running QDM projects
• Business acumen and ability to translate business needs into IT Service Management solutions.
• Exceptional communicator, a sound influencer with the ability to communicate at all levels
• The ability to work on your own initiative
• Balancing high standards and pragmatism to get a job done, whatever it takes
• Strong time management and efficiency skills, organised and delivery focused, good planning skills, and process driven

Other Required skills:

• Excellent oral and written command of English.
• Excellent communication and presentation skills.
• QDM Experience and knowledge
• Adaptability and willingness to learn new technologies.

Skills considered a plus:

• ITIL certification
• Data Analytics
• Artificial Intelligence
• ServiceNow
• Data Stewardship

What do we offer:
• Attractive compensation package
• Training to get you started and on-the-job learning opportunities
• Extensive learning resources to further develop your skills and knowledge
• Tuition Assistance Program (*applicable for FedEx positions with a permanent contract)
• Employee Assistance Program for you and your family in difficult life situations
• Employee reduced-rate shipping
• Great career opportunities
• FedEx is one of the worlds most admired companies and trusted brands year after year

Bring your ideas, individuality, and dreams to our global community. Feel good about where you work. Choose your career path - we’re ready to invest in your development. Join FedEx.

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all

Our Company

FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.