As Sr. Manager, ITSM you will participate in
Managing and leading a team of vendors managers within the Infrastructure Management Group Network Services organization responsible for Outsourced/Managed services vendor portfolio valued at approximately $400M. This manager will provide leadership and expertise in vendor and contract management best practices. The manager will understand vendor products and how they support the infrastructure technology and applications, as well as the financial systems that support the vendor and contract processes. This manager will research and execute cost savings opportunities, perform regular benchmarking analysis to ensure industry-leading rates, service delivery and overall stakeholders satisfaction; monitor, analyze and report on trends in company spending; identify areas for supplier performance improvement and develop and execute remediation plans. The manager will interact regularly with senior or executive levels on matters concerning several functional areas, regions, and/or business partners and develop strong and productive relationships with internal customers and partner counterparts. Mentor and develop staff.
This managing level employee is primarily responsible for leading development, implementation and maintenance of assigned ITSM process portfolio, leading and managing ITSM process improvement efforts, as well as overseeing the performance and execution of designed ITSM process portfolio.
Essential Responsibilities:Manages designated units by translating business plans into tactical action items; communicating goals and objectives; ensuring all policies and procedures are followed; overseeing the completion of work assignments; assuming responsibility for decision making; aligning team efforts; building accountability for and measuring progress in achieving results; incorporating resources, costs, and forecasts into unit plans; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; partnering with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies; and influencing units to operate in alignment with business objectives. Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst departments; strategically evaluating talent for succession planning; setting performance management guidelines and expectations across units; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.Leads the development, implementation and maintenance of assigned ITSM process and/or service portfolio by guiding and influencing leadership in the development of the ITSM strategy.Partners 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 services.Manages the execution of team workplans to drive cohesive integration of associated IT process and/or service roadmaps.Manages and takes accountability for the negotiation and final execution of statements of work (SOWs) with service providers related to the development, implementation, and maintenance of ITSM processes, services, and/or tools.Manages team members in the development and implementation of performance metrics and measurement tools.Manages team members in the execution of ITSM process and/or service improvement efforts.Manages team members in the identification of gaps or deficiencies in new and existing processes, services, and service portfolios.Manages team members in the development, documentation, maintenance, and auditing of ITSM processes and procedures.Delivers briefings to management on the status and progress of process and/or service improvement initiatives and third-party tools for implementation.Collaborates with service and process managers to ensure consistency and standardization across processes and/or services throughout the organization.Manages team members in the development, monitoring, and/or reporting of process and /or service performance metrics.Ensures adherence of process/service execution with regulatory and internal compliance controls to minimize company risk. Ensures all performance deviations are identified, investigated, and handled properly. Advocates and drives compliance with ITSM policies and procedures across the enterprise. Manages team members in the development and delivery of user training and reference materials.Ensures compliance of release notes, training materials, and documentation within appropriate repositories.
Minimum Qualifications:Minimum two (2) years supervisory experience.Bachelor's Degree in CIS, Business Administration, or related field and Minimum eight (8) years IT or related business experience, including Minimum two (2) years experience leading the implementation or support of large scale ITSM processes or services. Additional equivalent work experience may be substituted for the degree requirement.
Preferred Qualifications:Two (2) years managing operating budgets and/or project financials.Three (3) years of work experience in a role requiring interaction with executive leadership (e.g., Vice President level and above)Four (4) years experience in a leadership role of a large matrixed organization.Four (4) years experience in the management and integration of ITSM software and tools.
Three (3) years experience managing the development and delivery of IT process/service metrics and reporting.
Three (3) years experience managing vendor relationships.
Three (3) years experience in organizational change management.
Master's degree in CIS, Business Administration, or related field.