IT Service Manager - Farm Credit Bank Texas

Who we are:
Farm Credit Bank of Texas is a $37.3 billion wholesale bank that has been financing agriculture and rural America for over 100 years. Headquartered in Austin, Texas, we provide funding and services to rural lending associations in five states, and we are active in the nation's capital markets.
While you may not be familiar with our name, Farm Credit Bank of Texas plays a critical role in supporting the businesses that make it possible for America to maintain access to an affordable and safe food supply, an industry which is one of the most innovative and evolving of our time. And while you help us deliver on our mission, we deliver on our commitment to you as a valued employee by providing competitive compensation, generous health and wellness benefits packages and an attractive hybrid workplace located along the bluffs of the Colorado River just minutes west of downtown Austin. We seek out top talent in their fields, whether it be technology, finance, accounting, credit, human resources, or other administrative functions, and welcome you to join us in our mission to feed the world.

Position Description:
We are searching for an IT Service Manager. This position will be hands on and responsible for championing and implementing best practices of service management processes based on ITSM constructs. The IT Service Manager is responsible for driving the following initiatives:
- Define and implement a strategy to drive adoption of service management and operational best practices in the application of ITSM services, procedures, and tools
- Define and implement ITSM processes and procedures, including Incident Management, Change Management, Problem Management, and Service Request Management
- Ensure that duties and responsibilities for the processes are executed
- Develop auditing and compliance capabilities around ITSM procedures

Day-to Day-Duties and Responsibilities:
Working in our hybrid work design you will:
- Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
- Transform the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery
- Ensure effective and efficient day-to-day operation with adherence to Request, Incident, Problem and Change Management processes and procedures within timeframes set by severity levels engaging various IT partners as required
- Continuously evaluate and improve ITSM processes, tools, and technologies to enhance efficiency and effectiveness
- Problem Management - Responsible for ensuring maximum system availability and quick and accurate remediation of issues within the application portfolio while continually looking for optimal ways of moving forward
- Manage planning and delivery of problem fixes, configuration changes, standard change requests and software/hardware upgrades for AML and Fraud application portfolio ensuring that overall quality of information flowing through the change process adheres to all applicable standards
- Raises and tracks problems, issues and conflicts, removes barriers, resolves issues involving senior management and escalates to appropriate level where required

- Change Management - Develop, implement, and manage change management processes
- Evaluate and facilitate approval of all changes within functional area of responsibility to determine impact on systems and customers

- Incident Management - Developing and implementing processes and procedures for incident management
- Overseeing the work of incident response teams

- Accountable for building, publishing, and the utilization of the service catalog
- Mentor service and process managers on ITSM concepts

What You Bring to the Team:
Our ideal candidate lives within a commutable distance from our office and appreciates the value of the hybrid work design.
It's an important role that covers many skills. This position requires:
A Bachelor's degree in Information Technology, Computer Science, or related field; Master's degree preferred. A minimum of 5 years of experience in IT Service Management and IT operations, with 2 years in a leadership or managerial role.
- ITIL certification (ITIL Expert or ITIL 4 Managing Professional) strongly preferred
- Proven track record of successfully establishing and leading ITSM practices, preferably within the financial industry
- Deep understanding of ITSM methodologies, frameworks, and best practices
- Strong leadership, communication, and interpersonal skills
- Proactive, assertive, self-motivated, organized, and detail-oriented
- Ability to influence key stakeholders' wider teams and peers
- Excellent analytical an