Zipari is a software technology company based in Brooklyn, NY. Our mission is to disrupt the insurance industry by introducing consumer-centric solutions powered by our unique Consumer Experience technology. We encourage all candidates to apply if shaping the future of a growing company, investing in our culture, and solving complex challenges interests you. The Zipari team members have strong work ethics, believe in what Zipari is building, and are committed to achieving company goals. Our team has foodies, talented musicians, artists, and a mix of other unique elements that make us one: The Zipari team!

What You'll Be Doing

• Continually improving service management processes to address the organization’s highest priorities and develop systems that result in seamless, robust support for IT and Zipari.
• Developing and evolving the overall vision, charter, and roadmap for Zipari’s Service Management Program including best practices, standards, principles and functions.
• Refining the program charter, communication plan, and governance model as needed.
• Leading implementation of service strategies.
• Collaborating with other leaders across IT to develop and implement comprehensive key performance and risk indicators along with related reporting.
• Working closely with VP, Platform Ops, VPs, Engineering, VP, Client Delivery to plan and coordinate changes, understand capacity and demand, and drive other key initiatives.
• Providing guidance and overseeing management of key IT Infrastructure Library (ITIL) processes with full engagement of Process Owners, such as incident management, change management, problem management, configuration management, service catalog management, demand management, and service portfolio management.
• Working closely with service and business owners to integrate service management practices into the delivery of IT services with the objective of delivering reliable, repeatable IT services, at proper service levels.
• Measuring, tracking and reporting on key metrics, KPI's.
• Working with partners and IT Leadership to understand the current and future demands for service.
• Guiding and ensuring production support for all clients.
• Providing Incident Reports, including Root Cause Analysis.
• Overseeing Service Level Agreement reporting to clients.
• Applying a structured methodology and leading change and release management activities.
• Assessing the change impact including conducting impact analyses, assessing change readiness and identifying key stakeholders.
• Completing change management assessments.
• Identifying, analyzing and preparing risk mitigation tactics.
• Creating actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan.
• Supporting change management at the organizational level.
• Managing the change portfolio.
• Providing support, empowerment, coaching, development, and effective leadership to the IT Operations team members internal and external.

Requirements

• 7+ years experience in IT Service Management
• Health insurance industry experience is a big plus
• Strong communication and collaboration skills 
• Extensive experience managing complex projects with several vendors/partners
• Proven track record of improving processes, workflows, and optimal operational efficiency
• Effective collaboration skills across teams including C-level IT leaders 
• Experience owning and prioritizing project timelines, deliverables, budgets, and metrics

Benefits

• Competitive salary
• Excellent health, dental and vision benefits
• Generous vacation and leave policies
• Flexible working hours
• Support for remote work during COVID-19
• Maternity and paternity leave
• Advanced certification and training opportunities
• Roundout - weekly get-togethers hosted by our Founder/CEO
• Casual dress

Zipari is committed to a diverse workplace and equal opportunity. We understand that the products we build and the work that we do is better and greater when it is inclusive of varied experiences, skills, and perspectives. We encourage everyone whose experience is close to what we are looking for to apply and allow our team to get to know you.