IT Service Management (ITSM) Lead
Onsite: Deerfield, IL
Company Overview
Are you looking to have a meaningful impact on the world through cutting-edge cleantech on a global scale? Are you a hard-worker that is looking to make history and change an industry?
LanzaJet, Inc. is a global company and world leader in clean energy technology committed to decarbonizing the transportation sector. Our goal is to produce over 1 billion gallons of sustainable aviation fuel (SAF) and sustainable diesel fuel through our patented technology and process by 2030.
LanzaJet was founded in 2020 and is backed by investors Shell, British Airways, Suncor Energy, LanzaTech, and Mitsui. These investors, as well as supporters All Nippon Airways, Bill Gates’s Breakthrough Energy Catalyst Foundation, and Microsoft’s Innovation Fund, have set the stage for our accelerated growth.
LanzaJet’s proprietary sustainable fuels technology has been in development for over 15 years, has been approved for and used in global commercial flights for airlines including Virgin Atlantic and ANA.
We are currently building the world’s first commercial-scale ethanol to jet fuel refinery in Georgia – set to begin production at the end of 2023. That refinery will produce 2/3 of the sustainable aviation fuel used in the United States. Additional commercial-scale low-carbon refineries are also being developed across the world in places like Japan, Australia, India, and Europe.
Aviation connects the world. And we’re working to ensure that connection is sustainable.
At LanzaJet, we are a group of innovative and determined people committed to building a more sustainable future, today. Because we believe that Someday is Now.
We’re growing fast. Join us!
Summary
We are seeking an experienced ITSM Lead to oversee our IT service management practices, ensuring that our IT services align with the needs of the business and meet industry best practices. This role will be responsible for driving continuous improvement in our ITSM processes, ensuring compliance, and enhancing service quality across the organization.
Responsibilities
Act as a primary point of contact for incoming break-fix incidents and service requests, ensuring timely acknowledgment and resolution to maintain optimal business operations.
Diagnose and troubleshoot urgent incidents, applying technical expertise to restore services.
Document all incidents, service requests, and resolutions in detail within the ITSM tool, ensuring accurate information is available for reference and reporting.
Develop and maintain the ITSM strategy to ensure alignment with business objectives.
Oversee ITSM processes, including Incident, Problem, Change, and Configuration Management, ensuring they are implemented, adhered to, and continuously improved.
Monitor and manage the quality of IT services, ensuring that they meet or exceed agreed-upon service levels and performance targets.
Administer and optimize the use of ITSM tools, such as ServiceNow, BMC Remedy, etc., to support processes and service delivery.
Ensure that IT teams and stakeholders are adequately trained and competent in ITSM processes and tools.
Develop and report on key performance indicators (KPIs) and metrics related to ITSM processes and service quality.
Engage with IT and business stakeholders to gather feedback and ensure IT services effectively support the organization's needs.
Identify, recommend, and implement in ITSM processes and tools.
Maintain updated documentation related to ITSM processes, policies, and procedures.
Qualifications
Bachelor's degree in IT, Computer Science, Business Administration, or a related field.
ITIL Foundation certification required; advanced ITIL or other ITSM certifications are a plus.
5+ years of experience in ITSM roles, with at least 2 years in a leadership or supervisory capacity.
Proficiency with ITSM tools such as ServiceNow, BMC Remedy, etc.
Strong analytical, problem-solving, and decision-making capabilities.
Excellent written and verbal communication skills.
Ability to lead cross-functional teams and drive change.