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Kaiser Permanente ITSM Principal, Transition in Atlanta, Georgia

As an ITSM Principal, you will provide strategic advice for enhancing all aspects and workflows RELATED TO transitioning new and upgraded technologies from Design into Operation.

The candidate for this position will fully understand and be able to execute the existing Transition Planning and Support process as part of their daily activities. In addition, they will help automate support documentation, guide projects to complete transition requirements prior to deployment, answer questions about the process, and transform the Service Transition process into a digitized model that integrates with known sources of records. This person should understand automation technologies, SQL queries, DB tables, fields, and HTML coding.


This senior level employee is primarily responsible for determining ITSM processes, providing expertise on risk evaluation, creating contingency procedures for identified exposures, and overseeing ITSM programs and processes.

Essential Responsibilities:

  • Drives the execution of multiple work streams by identifying customer and operational needs; developing and updating new procedures and policies; gaining cross-functional support for objectives and priorities; translating business strategy into actionable business requirements; obtaining and distributing resources; setting standards and measuring progress; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; solving highly complex issues; and influencing the completion of project tasks by others.

  • Practices self-leadership and promotes learning in others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; communicating information and providing advice to drive projects forward; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership; influencing, mentoring, and coaching team members; fostering open dialogue amongst team members; evaluating and responding to the strengths and weaknesses of self and unit members; and adapting to and learning from change, difficulties, and feedback.

  • Drives ITSM process and/or service implementation for designated ITSM initiatives by leading or directing team members in the documentation of process and/or service requirements and acceptance criteria; and working collaboratively with leadership to develop the ITSM strategy.

  • Defines goals, objectives, deliverables, and guardrails within the governance framework to ensure the development and implementation of efficient, effective, measurable, and sustainable processes and/or services.

  • Ensures accuracy and completeness of release notes, training materials, documentation within appropriate repositories.

  • Develops and drives ITSM roadmaps to ensure that processes and/or services are aligned with stakeholder needs.

  • Responsible for the negotiation of final terms and execution of statements of work (SOWs) with service providers related to the development, implementation, delivery, and/or maintenance of ITSM processes, services, and/or tools.

  • Ensures the development and implementation of appropriate performance metrics and measurement tools.

  • Owns and leads ITSM process and/or service improvement efforts for designated initiatives by cultivating strong collaborative working relationships with cross-functional teams on process improvement projects.

  • Provides solutions to identified gaps or deficiencies in new and existing processes, services, and service portfolios.

  • Delivers briefings to senior management on the status and progress of process and procedure audits.

  • Makes decisions regarding process and/or service improvements and third-party tools for implementation.

  • Leverages relationships with cross-functional stakeholders (for example, IT and business partners) to create alignment, synergy, and application of standardized processes and/or services and procedures.

  • Ensures appropriate training is delivered to users (e.g., end-users, service/process delivery teams) to drive proper process and/or service execution.

  • Designs and oversees the validation of performance metrics against success criteria to ensure effective control of expected deliverables for a complex process or service, or a portfolio of processes or services.

  • Provides recommendations and makes decisions for mitigating process and/or service performance deficiencies.

  • Investigates complex, highly visible performance deviations to drive adherence with defined ITSM policies and procedures.

  • Champions and ensures compliance with ITSM policies and procedures across the enterprise.

Minimum Qualifications:

  • Minimum five (5) years in a leadership role working with process or service teams.

  • Bachelor's Degree in CIS, Business Administration, or related field and Minimum ten (10) years IT experience, including Minimum three (3) years leading the implementation or support of ITSM processes or services. Additional equivalent work experience may be substituted for the degree requirement.

Preferred Qualifications:

  • Two (2) years managing process or service financials.

  • Four (4) years of work experience in a role requiring interaction with executive leadership (e.g., Vice President level and above)

  • Four (4) years experience in a leadership role of a large matrixed organization.

  • Four (4) years experience in the management and integration of ITSM software and tools.

  • Four (4) years experience working within an IT Infrastructure Library (ITIL) framework.

  • Four (4) years experience in process modeling.

  • Five (5) years experience in the development and delivery of IT process/service metrics and reporting.

  • Three (3) years experience managing vendor relationships.

  • Three (3) years experience in IT quality assurance, including data analytics.

  • Three (3) years experience in organizational change management.

  • Three (3) years ITSM experience working across multiple IT domains or specialty areas.

  • Five (5) years experience writing documentation or standard operating procedures related to IT support or deployment.

  • Two (2) years managing financial reporting for IT services.

  • Master's degree in CIS, Business Administration, or related field.

  • Intermediate ITIL certification or higher.

  • Six Sigma certification.


TITLE: ITSM Principal, Transition

LOCATION: Atlanta, Georgia


External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.