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IT Manager, ITIL Service Management Process

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Date: Feb 2, 2021

Location: Painted Post, NY, US, 14870

Company: Corning

Requisition Number: 43789


Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.


  • Corning, NY/Charlotte, NC



  • Corning’s service delivery model is continuing to evolve and improve. As we balance our day-to-day operational involvement we are shifting to focus on strategic and architectural alignment with the business, to drive value through technology, while leveraging partners.
  • Corning is seeking a person with experience to manage and improve our ITIL service management framework. This individual will be responsible for creating a cohesive strategy with clear alignment to positive outcomes for the organization. The scope includes both ITIL ITSM processes in place today and those we need to implement. While some of the process owners will be directly reporting to the ITSM Manager some ITSM processes may report elsewhere in the organization. The Technology Service Management team will be responsible for creating, managing and driving alignment of a process roadmap. Building positive relationship across IT and third parties in order to move the organization to a more effective business partner.



  • Overall prioritization and oversight of ITIL 4 ITSM process including strategy, improvements, metrics and collaboration across the organization and with our partners.
  • Key stakeholder in developing standards for an effective Service Integration and Management (SIAM) team to manage outcomes and end to end SLAs effectively in a multi-vendor environment
  • Collaborate with Vendor Management, Process Owners, Service Line Directors, Service Owners, Business Engagement teams and Managed Service Providers to ensure Corning’s service management success
  • Collaborate on the management and the performance of tools delivered by internal and MSP teams as it relates to IT’s ability to deliver end to end services to support the business
  • Owner of the following established processes and responsible for implementing strategic improvements
    • Change Management
    • Incident Management
    • Problem Management
    • Monitoring and event management
    • Service Catalogue Management
  • Responsible to collaborate with existing owners or identify new process ownership; accountable for strategic roadmap to implement and improve the following ITIL v 4.0 Service Management Practices
    • IT Asset Management
    • Release Management
    • Service Configuration Management
    • Service Design o Service Level Management
    • Availability Management
    • Business Analysis
    • Capacity & Performance Management
    • Service Continuity Management
    • Service Desk o Service Request Management
    • Service Validation & Testing



  • BS in Computer science or related field • ITIL 3 or 4 Foundation Certification



  • 10+ years of experience leading IT service management in a large complex environment with a global footprint, ideally in the manufacturing industry
  • Demonstrated ability to translate ITIL principles into practice
  • Understanding and experience with building and operating a SIAM operating model framework
  • Built processes and organizations to ensure that Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed, monitored and achieved in a multi-vendor environment
  • Demonstrated experience and high level of confidence with vendor interaction and management



  • Functional IT Service Management:
    • Can provide governance and oversight for ITSM functions including incident management), problem management/RCA, change management.
    • Manages the creation and/or improvement of service management policies and procedures
    • Ensures internal and external teams provide effective and efficient handling of all service issues, working closely with Service Desk, resolver groups, external partners and other service management functions; ensure resolver teams complete RCAs
    • Ensures that policy, regulatory and control requirements are met though execution of standard transition checklists and procedures
    • Leads the planning and design of all relevant ITSM process improvement and changes Partner to deploy a SIAM operating model to effectively achieve desired SLAs and service delivery outcomes in a multi-vendor environment
  • Change Management: knows how to manage change and act as an escalation point for the change control board (CCB) process and associated governance
    • Ensures all documentation is properly updated, and signoff has been received at each phase of the change
    • Facilitates approval processes to obtain release sign-off from impacted business and IT users
    • Facilitates operational acceptance by internal and external delivery teams (i.e., warranty period sign-off)
    • Approves promotion of changes to production, and changes to future change plans
    • Ensures that emergency changes follow accepted policies and procedures, and do not disrupt operations
    • Assess impact of changes to the baseline environments, including assessing impacts to upstream, downstream and related systems
  • Incident and Problem Management:
    • Is able to establish a process to restore normal service operation as quickly as possible and eliminate repeat incidents that adverse impact business operations.
    • Ensures that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents by all service delivery teams (internal and external)
    • Increases visibility and communication of incidents between the service delivery teams, business stakeholders, and other IT support staff
    • Collaborates with Service Delivery Owners to understand the technical issues and drive resolution of problems
    • Oversees implementation of permanent issue resolution or workarounds by either one or multiple service delivery teams
    • Reports and presents results and findings, as well as actionable recommendations for IT issues to senior leadership
  • Innovation:
    • Can think outside the box to develop new ideas, concepts and solutions to meet new requirements, unarticulated needs or existing needs.
    • Devises creative solutions for the provision of new concepts, ideas, products or services
    • Thinks freely to exploit technological advances that address business needs, without the constraint of former approaches
    • Identifies business advantages and improvements of adopting emerging technologies
  • Business Partnership:
    • Can understand the IT services that business partners need and ask for, and can articulate them in ways that are clear for the business partner as well as for those in IT.
    • Helps business partners characterize, and sometimes quantify, the gap between their current and desired state to further clarify their need
  • Business Process Management:
    • Is able to identify new and alternative approaches to performing business processes that result in significant improvements and measurable business benefits.
    • Analyzes business processes to determine gaps and identifies technology enabled solutions to close gaps
    • Establish and sustain a service management practice that establishes independent performance monitoring methods (e.g. establishment of SLAs, OLAs, and monitoring mechanisms to achieve them) and monitors performance on an ongoing basis.
    • Partners with VMO to identifies misalignment between service levels and services defined in Supplier agreements.
    • Coordinates and mediates Supplier delivery issues
  • People Communication and Engagement:
    • Can communicate and engage across multiple constituencies in a way that influences service outcomes and steers toward change objectives.
    • Listens and encourages various points of view, whether in agreement or not, to create commitment and velocity through alignment
    • Communicates with honesty, clarity, directness and awareness of different cultures
    • Writes clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect
    • Tailors messaging and delivery based on audience to foster understanding and generate support in a variety of formal presentation settings: one-on-ones, small and large groups, and with peers, direct reports, and bosses
  • Leading and Managing Change:
    • Can successfully manage the deployment of positive change while considering structural, strategic and cultural issues.
    • Controls issues while avoiding power confrontations
    • Thinks in opportunities instead of barriers
    • Build support for change through clear communications and an understanding of objectives and priorities
    • Builds trust and respect with stakeholders and uses this to influence decisions that need to be made to ensure success
  • Embedding Corning’s Culture:
    • Is able to establish and embed Corning’s desired culture through leadership actions, behaviors and decisions.
    • Consistently role models Corning Values and reinforces culture through setting priorities and performance measurement
    • Builds organizational understanding of and commitment to Corning desired culture through engaging the workforce on what it is and is not, what it looks like, and why it’s important to the company and individual



  • 5-20% domestic & international travel


This position does not support immigration sponsorship.


We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, or veteran status or any other legally protected status. 


We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Nearest Major Market: Corning