At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.

Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.

The Senior Manager, Service Delivery Process will be responsible for all ITIL process capabilities within the Service Delivery organization, with a focus on incident, change, problem, event, and configuration. The Senior Manager will lead the ITIL team, setting strategic direction for the team, designing and building out standardized processes, and driving continuous improvements across the organization.

Responsibilities

• In cooperation with the RelativityOne Service Delivery leaders, design and set strategy for the ITIL capabilities, particularly Incident, Change, Problem, Event, and Configuration, and a cohesive view of how each process works together
• Design, plan, and oversee the overall ITIL operating model and associated processes and procedures
• Monitor the effectiveness of the various ITIL processes, share best practices, make recommendations, and drive continuous improvements of the capabilities
• Set direction, provide coaching, and oversee day-to-day activities for the ITIL managers of each process
• Oversee process documentation and management of systems and tools
• Work with ITIL managers to define key metrics and oversee building of associated reports and dashboards
• Oversee development and delivery of training materials to the rest of the organization
• Collaborate with Service Delivery leadership team, RelativityOne Operations Center, RelativityOne Customer Support, Software Engineering, Product Management, and Customer Success to run processes, gather feedback, and continuously improve
• Significant engagement with the Software Engineering organization to apply ITIL framework to engineering processes
• Serve as ITIL subject matter expertise with customers, driving ongoing maturity of our processes based on their feedback

Minimum qualifications

• Experience as a process practitioner or process manager for 6 to 8 years with experience in various areas of operational IT services, particularly incident, problem, and change management
• Experience leading a team

Preferred qualifications

• 6 to 8 years of related experience
• ITIL Foundation Certification (V3 or greater)
• Possess high-level knowledge and proficiency in project management methodologies and tools, resource management practices, and change management techniques
• Demonstrated ability to lead a team of ITIL managers, set their direction, and build out a comprehensive ITIL strategy and set of cohesive processes
• Demonstrated ability to work with multiple stakeholders and prioritize requests
• Organized, flexible and able to juggle multiple priorities in a fast-paced and ever-evolving environment
• Strong leadership, communication and interpersonal skills. Should be able to build strong relationships with team members, internal stakeholders and external parties
• Meticulous, results-oriented and able to see projects and initiatives through from inception to final delivery, often in short time frames
• Strong understanding of security and privacy
• Ability to work closely with Software Engineers and translate ITIL framework to common engineering frameworks like Agile
• Team player and able to wear multiple hats to meet various demands and needs from stakeholders
• Analytical, efficient and a quick thinker
• Strong documentation skills
• Experience in a SaaS environment

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.