IT Manager - ITSM

Posted: 10/27/2021

Location: Kailua-Kona, HI

Summary: Forever Oceans is looking for an adventurous, technically strong, and versatile IT Manager focused on service management solutions to help deliver IT services in line with business requirements. By providing expert analysis the IT Manager will provide risk-managed guidance to an organization with a global footprint. You’ll be joining a highly motivated, multi-disciplinary team focused on revolutionizing the way fish is produced. Successful candidates should enjoy working with skilled team members to create and maintain Forever Oceans information technology service management group. Candidates will be expected to be subject matter experts in all areas of service management with detailed knowledge about incident and change management. This position reports directly to the IT Manager.

The position is a full-time position working out of Forever Oceans’ Research and Development Center (RDC), located in Kailua-Kona, Hawaii. 

Responsibilities:

  • Develop and maintain ISO 20000/ITIL service management models and processes. The ITSM Manager is:

    • Responsible for the development, management, and execution of incident management, access management, and request fulfillment processes.

    • Aid the development, management, and execution of problem management processes. This includes creating strategies for consistent root cause analysis, processes for workarounds/permanent resolutions, and maintaining technical service bulletins.

    • Assist with development, management, and execution of change management processes. This includes maintaining accurate change requests and execution logs for systems and processes, Working with technology, production, and executive staff to ensure risk is managed appropriately. 

  • Monitor ITSM performance.

  • Ensure ITSM Governance objectives and guiding principles are value-focused, optimized, and in line with business initiatives.

  • Streamline and automate service desk processes and workflows.

  • Identify areas of continuous improvement.

  • Collaborate with infrastructure and operations managers to develop and maintain processes for accurate configuration management systems, SLA’s, knowledge base, and documentation. 

  • Oversee service desk operations, maintain high service desk standards and ensure that communications with end-users are accurate.

  • Manage between 2-4 direct reports.

  • Forever Ocean’s policy requires that all employees receive a COVID-19 vaccination

Desired Experience:

  • BS in computer science, information technology OR equivalent experience and certifications.

  • At least 5 years experience working as an ITSM solutions expert or in multiple enterprise service delivery roles (Incident Management, Change Management, Service Management).

  • The candidate shall have strong management and communications skills.

  • ITIL Certified.

  • Agile Certified Professional (IIBA-AAC).

  • Understanding of service delivery frameworks.

  • Atlassian products (Confluence, JIRA).

  • Ability to understand business needs and objectives and align IT processes and development functions with those needs.

  • Ability to work with remote/international teams; Spanish language skills are a plus!

Desired Qualities:

  • Ability to work in a dynamic and fast-paced environment.

  • Quickly adapts to unfamiliar technologies and situations to provide solutions that align with company business objectives.

  • Passion for working on cutting-edge technologies and eagerness to learn new things.

  • Team player with excellent time management, prioritization, and organizational skills.

  • Ability (and desire) to work at Forever Oceans Research and Development center in Kailua-Kona, HI.

  • Any real-world work experience in a marine environment is a plus.

  • A love of the ocean.

About Forever Oceans

Forever Oceans is a VC-funded mariculture startup that aspires to be the world leader in end-to-end sustainable offshore aquaculture solutions. Formed from a spinout of defense giant Lockheed Martin Corporation, Forever Oceans combines advanced technology and biology to build modular, environmentally friendly offshore fish farms. Our approach will ensure that delicious; sustainable seafood will be available for worldwide consumption today and for future generations.