[Remote] ITSM Consultant V - (Mainframe IT & Service Delivery)

Note: The job is a remote job and is open to candidates in USA. Kaiser Permanente is seeking a senior ITSM Consultant V responsible for leading ITSM process implementation and ensuring compliance with IT policies. The role involves overseeing projects, driving service implementation, and collaborating with leadership to define objectives and improve processes.ResponsibilitiesConducts or oversees business-specific projects by applying deep expertise in subject area; promoting adherence to all procedures and policies; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating issues or risks, as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities; evaluating recommendations made; and influencing the completion of project tasks by othersPractices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; listening and responding to, seeking, and addressing performance feedback; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members; creating and executing plans to capitalize on strengths and improve opportunity areas; and adapting to and learning from change, difficulties, and feedbackDrives 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 from process owners and key stakeholders; and guiding and influencing leadership in the development of the ITSM strategyPartners with leadership to help define goals, objectives, deliverables, and guardrails within the governance framework to ensure the development and implementation of efficient, effective, measurable, and sustainable processes and/or servicesEnsures accuracy and completeness of release notes, training materials, and documentation within appropriate repositoriesDrives the execution of ITSM roadmaps to ensure that processes and/or services are aligned with stakeholder needsPartners with IT functions and process/service users to lead the development and implementation of performance metrics and measurement toolsLeads ITSM process and/or service improvement efforts for designated initiatives by cultivating strong collaborative working relationships with cross-functional teams on process improvement projectsEvaluates business needs, organizational characteristics, and industry best-practices to identify gaps or deficiencies in new and existing processes, services, and service portfolios and makes recommendations for improvements or enhancements as appropriateDevelops, documents, maintains, and audits ITSM processes and proceduresMakes decisions regarding process and/or service improvements and third-party tools for implementationWorks with cross-functional stakeholders (for example, IT and business partners) to create alignment, synergy, and application of standardized processes and/or services and proceduresEnsures appropriate training is delivered to users (e.g., end-users, service/process delivery teams) to drive proper process and/or service executionDesigns and oversees the validation of performance metrics against success criteria to ensure effective control of expected deliverablesProvides recommendations and makes decisions for mitigating process and/or service performance deficienciesInvestigates complex, highly visible performance deviations to drive adherence with defined ITSM policies and proceduresAdvocates and drives compliance with ITSM policies and procedures across the enterpriseAssists with negotiation of statements of work (SOWs) with service providers related to the development, implementation, delivery, and/or maintenance of ITSM processes, services, and/or toolsSkillsMinimum four (4) years in a leadership role working with process or service teamsBachelors Degree in CIS, Business Administration, or related field and Minimum eight (8) years IT experience, including Minimum four (4) years implementing or supporting ITSM processes or services. Additional equivalent work experience may be substituted for the degree requirementOne (1) year managing process or service financialsTwo (2) years of work experience in a role requiring interaction with executive leadership (e.g., Vice President level and above)Company OverviewKaiser Permanente is a health organization that offers disease prevention, mental healthcare, and chronic disease management services. It was founded in 1945, and is headquartered in Oakland, California, USA, with a workforce of 10001+ employees. Its website is https://healthy.kaiserpermanente.org.Company H1B SponsorshipKaiser Permanente has a track record of offering H1B sponsorships, with 1 in 2026, 3 in 2025, 1 in 2024. Please note that this does not guarantee sponsorship for this specific role.