Supports all IT management offices with development of customer-facing operational processes while working within these teams to help resolve operational issues identified; supports development of, and maintains, IT service catalog and IT's service level objectives; supports senior management by providing service portfolio and performance metrics and data points to support operational review and strategic planning with the business units; supports efforts for effective service delivery and management processes to deliver high-quality, high-value operational services aligned with business needs identified by all other supporting offices; supports development of service performance metrics, defined in business service terms; maintains dashboard on metrics defined within SLOs and customer satisfaction data; supports event management and root cause analysis activities when identified; manages the metrics for various departments and functions at all management levels
Manages and plans activities at the department level and business technology initiatives supporting the development of IT's value proposition in marketing the services portfolio to the business units; manages negotiations of service level agreements between the business units and IT with regards to supporting applications and services.
Leads and mentors staff of employees consisting of managers and supervisors, consultants and professional staff at the business function level as well as the NOC and the metrics teams
Responsible for all IT network monitoring personnel; responsible for monitoring and reporting for each IT office regarding systems availability and down times.
Manages service level agreements provided to internal and external customers; supports the efforts to ensure effective delivery process and management between Application and Enterprise Services, necessary in satisfying operational commitments
Aligns, develops, and implements IT planning and initiatives to support the SMO business strategy, to include analyzing emerging technologies and translating implications of new technologies into an effective IT strategy for the business unit
Supports senior management in communicating with the Account Management Team and IT
stakeholders along with the business units to support event resolution and root cause analysis activities driven, as necessitated by unplanned events and service outages
Identifies service delivery, management and/or performance weaknesses within IT and supports continuous improvement planning
Resource manager for some projects that may have critical impact and/or may be business sensitive
Works with vendors and manages relationships and contractual reviews
Performs other duties as required
Education & Experience
Bachelors Degree in Computer Science, Information Systems or related field and six years of relevant technical and business experience with a concentration in information technology or an equivalent combination of education and experience.
Two years in a supervisory/senior professional leadership role
Demonstrated project management experience, including but not limited to serving as a project team member and assisting in evaluating project control plans, etc.
Demonstrated ability to launch and deliver one or more IT projects on time and within budget
Job Knowledge & Skills
- Service Performance Management
- SLA/Service Catalogue
- Service Delivery Processes
- Service Management
- Performance Metrics
- Root Cause Analysis
- Project Management
- Call Center Management
Action Oriented, Customer Focus, Adaptability, Listening, Ethics and Values, Integrity and Trust
Core Manager Competencies
Drive For Results, Building Effective Teams, Developing Direct Reports, Hiring and Staffing, Informing, Motivating Others
Business Acumen, Decision Quality, Negotiating, Strategic Agility