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IT Manager, ITIL General Management Practices

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Date: Jan 4, 2021

Location: Painted Post, NY, US, 14870

Company: Corning

Requisition Number: 43790


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 Technology Service Management team is working to improve the IT Service Management processes, metrics and governance. Our continual improvements in these areas is an important piece of IT being able to continually deliver improved services to our business partners.
  • Corning is seeking a person with experience and who will be responsible for governance and oversight of ITIL 4 General Practices. This person will be responsible for developing a Service Integration and Management (SIAM) governance model we can apply to multiple third-party scenarios. They will be the responsible owner of the IT metrics process including documentation and reporting, communication, training and escalations. While some of the process owners will be directly reporting to this person, some General Practice processes will report elsewhere in the organization.



  • Overall prioritization and oversight of ITIL 4 General Practices including strategic improvements, metrics and collaboration within IT and our partners
  • 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
  • Owner of the following processes:
    • IT Metrics: AOP, Service Metrics, Goal Sharing
  • Responsible for the design, configuration, management, training and communication of the processes and systems responsible for measuring and reporting IT data
  • Develop reports and ServiceNow Performance Analytics dashboard from multiple source systems to manage day-to-day and future operations
  • Coordinate with all performance and process owners including service providers to create or refine process and service metrics o Knowledge Management
    • Service Integration and Management (SIAM)
  • Develop effective SIAM practice to manage positive outcomes in a multi-vendor environment
  • Create a governance/center of excellence framework to ensure the following ITIL v 4.0 General Management Practices have established owners, current process documented with metrics and strategy to drive improvements.
    • Architecture Management
    • Continual Improvement
    • Information Security Management
    • Measurement & Reporting
    • Organizational Change Management
    • Portfolio Management
    • Project Management
    • Relationship Management
    • Risk Management
    • Service Financial Management
    • Strategy Management
    • Supplier Management
    • Workforce & Talent Management



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



  • 10+ years of IT experience with a global footprint, ideally in the manufacturing industry
  • Demonstrated ability to organize and pull teams together to implement governance and improvements
  • Demonstrated understanding of IT service metric data, analysis and driving improvements
  • Strong 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 service management functions including SIAM.
    • Manages the creation and/or improvement of service management general practices policies and procedures
    • Ensures that 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 process improvement and changes
    • Manages the performance of tools delivered by internal and MSP teams and drive resolution to issues impacting service delivery on a pro-active and reactive basis
    • Responsible to deploy a SIAM operating model to effectively achieve desired SLAs and service delivery outcomes in a multi-vendor environment
  • 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 carefully to understand various points of view, whether he/she agrees or not, to create commitment and velocity through alignment
    • Encourages different views and constructive disagreement to surface new ideas and resolve conflicts
    • 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