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Global IT Service Management Process Manager Job

Date: Aug 7, 2022

Location: Renton, WA, US, 98057

Company: PACCAR



PACCAR, Inc. is a Fortune 500 company established in 1905 and is recognized as a global leader in the commercial vehicle, financial, and customer service fields. PACCAR is a global technology leader in the design, manufacture, and customer support of high-quality light-, medium- and heavy-duty trucks under its internationally recognized brands Kenworth, Peterbilt and DAF nameplates. PACCAR designs and manufactures advanced diesel engines and provides customized financial services, information technology and truck parts related to its principal business.
Your next career move is waiting at PACCAR whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services. Join the PACCAR team today!

The Role


This position is responsible for oversee IT Service Management and related functions at PACCAR, ensuring all aspects of ITSM adhere to the highest operational and compliance standards.  He/She is responsible for implementing strategic ITSM improvements plans across people, processes and technology, ensuring Service Asset and Configuration Management (SACM) processes & Configuration Management Database (CMDB) effectiveness, facilitating change management processes & toll design, and driving the identification of Critical Success Factors and KPI’s to measure IT Service Management improvement.

Job Responsibilities


  • Perform periodic audits of records for process compliance and report on results
  • Identify and report on service delivery metrics, including CSFs, KPIs, and SLAs
  • Partner with the Process Owner and Manager to develop ITSM frameworks that support IT and business alignment
  • Support operational delivery of Service Catalog Items in alignment with ITIL/ITSM best practice and business needs
  • Collect, interpret, and prepare data from various sources and tools to identify trends and forecasting
  • Support the development, documentation, and adoption of procedures and work instructions for improved process governance, execution, and reporting
  • Define, document, and implement policies, processes, and procedures to improve end-to-end service delivery and operations
  • Collaborate on process improvement opportunities and conduct current state analysis to gather business requirements and constraints
  • Analyze and translate business requirements into documentation and conceptual ITSM platform design and development
  • Document ITSM platform enhancement requirements, participate in module design, UAT testing, and user training
  • Participate in strategic meetings with adept ability to question/challenge existing assumptions
  • Effectively communicate across company and department boundaries at all levels, including senior leadership


Required Experience & Skills


  • Bachelor’s Degree in a related field
  • 5+ years hands-on IT technical experience
  • Ability to work under pressure and multitask within a fast-paced environment
  • In-depth understanding and experience supporting ITIL-based processes
  • Extensive experience designing and implementing ITSM initiatives including
    • SACM processes and the CMDB
    • IT Change Management
    • Service Level Management / Availability Management
    • Incident Management / Major Incident Management (MIM)
    • Problem Management


  • Ability to manage and prioritize multiple high priority project and execute effectively
  • Strong emphasis on attention to detail and thoroughness
  • Creative and strong problem solving skills
  • Professionalism with an emphasis on customer service
  • Excellent interpersonal and communication skills to interact effectively with others.
  • Proven project management and decision-making capabilities.
  • Additional ITIL certifications
  • Strong understanding of ITSM, CMDB, SAM/HAM, HR, Facilities.


Physical Demands


  • Sitting and standing for prolonged periods of time
  • Lifting up to 55 pounds
  • Team lifting large objects such as servers using lifting equipment


Benefits of working at PACCAR:

  • Medical/Dental/Vision
  • Employer Paid Pension Plan


  • Scholarship Program
  • Life Insurance
  • EAP (Employee Assistance Program)


  • Paid Time Off plus 12 Paid Holidays
  • 401k contribution $1 for $1 up to 5%
  • Tuition Reimbursement Program


  • HSA & FSA
  • Employee Discounts
  • Employee Referral Program
  • Bonus Pay

















Diversity & Inclusion


PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability corporation. Having a diverse and inclusive work environment ensures PACCAR has the talent needed to conduct business today and in the future by leveraging different backgrounds, skills, and viewpoints. We believe diversity in the workplace increases innovation, results in better decisions, and increases employee engagement.

PACCAR’s IT Division promotes Diversity and Inclusion through mentorship, events, celebrations, and affinity groups. The IT Division has an active Diversity Council and supports initiatives and activities for all. PACCAR supports women through the PACCAR Women’s Association (PWA), Women in Trucking, and Women in Technology International (WITI). Educational awareness programs such as Unconscious Bias, Male Allyship and Inclusive Leadership are just a few of many trainings offered. PACCAR is a supporter of PRIDE and celebrates many different multi-cultural events.

Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

Job Segment: Service Manager, Change Management, Business Process, Project Manager, Customer Service, Management, Technology