DESCRIPTION
This position requires a candidate with previous infrastructure experience, best practices, and a collaborative attitude to help design and deliver a customer first approach to IT Service Delivery. This Manager must be able to excel in an ambiguous environment and be a highly skilled change agent. The position requires excellent project management and technical skills interfacing with multiple stakeholders, knowledge of ITC regulations or other highly regulated environment is required, and they will need to quickly learn and advocate company policies and standards.
The candidate must be able to work on multiple projects simultaneously, interact with other IT team members, suppliers and clients.
The candidate must have excellent communication, organizational and project documentation skills; including responsibility for operational communications to business units, escalation for service delivery issues, and leading IT compliance and security.
This position will report within the End User Services group, and lead a team comprised of internal and contract resources and outsourced service partners.
The ideal candidate for this role will possess the following Skills/Responsibilities:
•Act as the primary focal for Infrastructure Service Operations; managing day to day relationships with our outsource providers, and internal IT groups to ensure our services and processes are operating effectively including Helpdesk, Executive Support, our Center of Excellence, and our 24/7 IT Services portal all focused on simplifying how our users seek and receive IT services
- Responsible for the strategic roadmap of ITSM Solutions
- Demonstrate expertise in transitioning new ITSM solution, ideally experience with ServiceNow.
- Demonstrate the ability to manage escalations, outages, significant issues/concerns while working closely with the subject matter experts and provide consistent communications.
- Ensure the publication of internal and external documents such as Operational Frameworks, SLA / OLA metrics, Incident Reviews and Service Reviews.
- Candidate to be detail oriented and demonstrate strong adoption of continuous improvement.
- Must demonstrate experience of executing change whilst influencing Internal, Contractor and outsourced personnel.
- Ability to participate and add value in internal and external sessions such as Strategic Planning, Technology Planning, Vendor Service Reviews.
- The ability to collaborate with other IT functions on existing and future projects; resource and budget planning, ensuring successful transition to service operations.
Bachelor’s degree required
10+ years of experience in IT, ideally Service Delivery roles of increasing responsibility
- Must demonstrate strong knowledge of ITIL framework
- Proven leadership and motivation skills
- IT Technology Awareness beyond ITSM
- Forward Thinker
- Strong written and oral communication skills a must; can present formally or informally
- Experience using performance metrics to drive accountability and continuous improvement
- Can maintain a high level of energy and engagement, and inclusion
- Interested in constantly learning and positivity is a must
