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CFS Tower Lead

Black Apple Solutions    posted almost 5 years ago

FullTime | Staffing Agency | $110,000 | Chesterbrook, PA, United States


Job Title               : CFS Tower Lead

Location               : Chesterbrook, PA

Duration              : Fulltime

NOTE: looking for CFS tower lead not Tools SDM, Candidate needs to have experience in the following :

  1. KPIs and CSF around ITIL processes (primarily Major incident, Capacity and Problem management)
  2. Running CSIs around Service management framework
  3. Running gap assessments
  4. Escalation management / vendor management


  • Should have 10+ yrs of IT Experience
  • Should have Service Management experience in ITSM Process & Tools, preferable BMC Suite
  • Should have implementation experience of 1-2 years and candidate with BMC Tools certification will be preferred
  • ITIL V3 Foundation is a must, intermediate is preferred
  • Strong Coordination, negotiation, and persuasion skills
  • Interpersonal skills to communicate effectively, influencing and motivating individuals at all levels of the business. 
  • Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts
  • Ability to organize, delegate, and leverage resources to accomplish objectives
  • Supervisory skills and the ability to leverage support from other parts of the organization
  • Program/project management skills and experience advantageous
  • Organizational and time management skills
  • Strong meeting management and reporting skills. 
  • Exceptional Customer service skills and client focus

 Roles & Responsibilities

  • Responsible to support Service Delivery in ensuring SM Services provided are in accordance with the Statement of Work(SoW) , Operational Level Agreements, and Underpinning contracts
  • Responsible for building & implementing SM Projects in accordance with Project Management methodologies aligned with the CFS Practices
  • Responsible to participate & drive the complete lifecycle of Service Management including Due Diligence/Assessment, Design & Implementation of SM Solutions
  • Responsible for SLM wrt Process & Tools
  • Responsible to lead and guide the Steady State Process & Tools team members
  • Actively participate and drive the continuous improvement of the Service Management (Process & Tools)
  • Interface with the customer to ensure smooth delivery wrt. Service Management

Thanks & Regards,


Technical Recruiter| Blackapple Solutions LLC
Suite 4, 2 Division Street, Somerville, NJ 08876, U.S.A
Contact: 201-731-2034 Extno:940


Employer avg response time
  • Relocation Assistance: No
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