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IT Service Management Leader at Ent Credit Union

Posted in Nonprofit - Social Services 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Colorado Springs, Colorado

Job Description:

Ent Credit Union is a thriving financial institution based on a foundation of trust, integrity and service to the Colorado market.  With an aggressive growth strategy, Ent expects to double its size and footprint in the coming years.  With this growth comes the opportunity for a seasoned, strategic IT leader to join our team to ensure best in class IT Service Management functions.

Creating Colorado’s Best. Ent’s vision is to be Colorado’s premier financial institution that improves the financial health of over a million people. Ent is undertaking the sector’s largest regional expansion, to serve all of Colorado’s Front Range. A year into its expansion, Ent has a pace of adding five to eight new branches per year in route to more than doubling its branch network, and increasing the back-office support staff in tandem.  To support this growth, Ent has a concerted effort on improving efficiency, reducing complexity, and providing rock-solid, secure technology solutions to staff and membership.

The IT Service Management Leader reports to the Director of Employee Services and is responsible for the development of effective strategy, improvement and operation of all IT Service Management functions in support of Ent Credit Union.  These include:

  • Change Management – The change management function will ensure that all changes enacted by Ent’s technology teams follow ITIL best practices. These best practices will include ensuring robust and clear processes, appropriate communication and reporting of key performance indicators. 

  • Incident Management – The incident management function will focus on the management, reporting and triaging of incidents from inception to resolution. The function will entail creating best practice standards and processes focusing on engagement, resolution and reporting of incidents.  Specific focus will be placed upon continuously improving the service and providing metrics to accurately reflect those.

  • Problem Management – Problem management entails addressing incidents of a significant impact, investigating root cause and identifying needed improvements in process or technology to prevent problem reoccurrence. The IT Service Management leader will create Root Cause Analysis reports for consumption by all concerned stakeholders, as well as providing meaningful metrics on the effectiveness of the Problem Management processes.

  • Knowledge Management – The knowledge management function will focus on ensuring appropriate levels of documentation exist to guide the operations of Ent’s IT estate. A catalog of available documentation will be maintained and reviewed on a regular prescribed interval to ensure documentation accuracy and thoroughness.  Metrics on the state of the IT’s Knowledge Management will be provided on a regular basis.

  • Configuration Management – Configuration Management will focus on maintaining an accurate Configuration Management Database (CMDB). The CMDB will be the authoritative source of truth for all technology assets.  The CMDB will contain all required attributes and provide regular metric reporting on its accuracy.  Best practice processes will be created and implemented to ensure the CMDB is kept in a current state.

The IT Service Management Leader will be a strategic leader in all areas outlined, focused on developing and driving strategic direction, comprehensive processes, meaningful metrics, ITSM education and a culture of continuous improvement.

The IT Service Management Leader will also engage with Ent’s IT leadership to ensure alignment with Ent’s business and technology roadmaps, provide transparency into Ent’s ITSM functions and increase process maturity

Scope of Responsibility

  • IT Service Management Leader is responsible for driving the roadmaps for change, incident, problem, knowledge and configuration management.

  • The IT Service Management Leader will collaborate regularly with IT leadership of the organization, participating in developing IT strategies and overseeing the strategic enablement of goals.

  • The IT Service Management Leader is responsible for the adherence to ITSM best practices in protection of Ent’s IT landscape, 340,000 members and $5.9B in assets.

  • The IT Service Management Leader will lead the ITSM team, which currently consists of a IT Analyst.


Candidates must have a minimum of 10 years’ experience working with ITSM tools and processes in an enterprise organization.  A minimum of 3 years’ experience leading ITSM functions, preferably over a team of IT professionals in a 24x7 organization.

Additionally, demonstrated experience in the following is required.

  • Strong communication skills, with the ability to articulate vision and strategy to all audience levels.

  • Strong knowledge of ITSM principles and their practical application.

  • Experience implementing cross functional process improvements

  • Proven experience improving operational functions

  • Extensive experience in cross team collaboration to meet organizational goals

  • Experience in educating and mentoring IT professionals

  • Proven experience in creating and leveraging metrics to drive strategy and improvements

  • Knowledge and application of continuous improvement fundamentals

  • Experience working within Agile frameworks

  • Experience leveraging ITSM principles in Cloud Environments

Environmental, physical and psychological requirements: 

  • Must be able to sit or stand for prolonged periods of time in a climate controlled environment. Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, handling paper, and operating a telephone.   Demands for visual and auditory acuity are typical of an office environment.  Must be able to interact via email, telephone, or in person with diplomacy, tact, and courtesy with all members under varying circumstances.  Must be able to lift up to 40 lbs.