Senior Manager

Critical Primary Responsibilities:

1. Manages staff including all levels of associates.  Provides coaching and other performance feedback.  Assigns tasks to staff to allow them to reach their development potential.
2. Oversees and manages roadmap, development and day to day activities of the ITSM processes and related IT tools.
3. Develops future service management strategies and needs, identifying staff, tools and support requirements as necessary to ensure that operational and support processes are working as expected.
4. Establishes policy, procedures, and standards to ensure consistent, high-quality delivery of service management.
5. Provides leadership in key interactions with business customers to define, analyze, and deliver customer solutions.
6. Drives the root cause analysis and resolution of problems within the assigned area
7. Collaborates with peer managers (onsite and offshore) to ensure execution is effective and efficient.
8. Evaluates key metrics, KPI’s and SLA’s performs analysis and provides reporting to leadership to drive consistency and repeatability of best practices: provides reporting and data concerning key performance indicators (KPIs) and trends to leadership.
9. Build and continually develop relationships with the IT Service Desk, Application Management teams, and broader IT organization

Critical Skills & Experiences:

• Bachelor’s degree in Computer Science, or related discipline, or equivalent work experience.
• Prior experience leading individuals either in a leadership position or acting as one. Demonstrates and practices an understanding of talent management to build effective teams along with setting team strategy.  Strong understanding of technology and an aptitude to learn new areas
• 15+ years of demonstrable experience managing ITIL processes including, but not limited to Incident Management, Problem Management, Change Management, Request Fulfillment, Event Management, Configuration Management, and Knowledge Management
• Ability to lead process design discussions and organizational change across the IT organization.
• 10+ years’ direct people management (Hiring, Terminations, Appraisals, Salaries)

• Working knowledge of the Remedy ITSM Platform or other similar ITSM tools
• Strong collaboration skills as a member of a global leadership team (onsite/offshore model)
• Broad understanding of IT concepts, development practices, and architectures
• Experience working in a fast past environment with a focus on IT Operations
• Ability to work with and manage a team with participants from various technical disciplines
• Ability to work independently with a high degree of initiative and determination
• Excellent oral and written communication skills; ability to build relationships and work with all levels of the business
• Retail/business experience preferred
• ITILv3 or 2011 certification required

  Critical Primary Responsibilities:

• Manages staff including all levels of associates.  Provides coaching and other performance feedback.  Assigns tasks to staff to allow them to reach their development potential.
• Oversees and manages roadmap, development and day to day activities of the ITSM processes and related IT tools.
• Develops future service management strategies and needs, identifying staff, tools and support requirements as necessary to ensure that operational and support processes are working as expected.
• Establishes policy, procedures, and standards to ensure consistent, high-quality delivery of service management.
• Provides leadership in key interactions with business customers to define, analyze, and deliver customer solutions.
• Drives the root cause analysis and resolution of problems within the assigned area
• Collaborates with peer managers (onsite and offshore) to ensure execution is effective and efficient.
• Evaluates key metrics, KPI’s and SLA’s performs analysis and provides reporting to leadership to drive consistency and repeatability of best practices: provides reporting and data concerning key performance indicators (KPIs) and trends to leadership.
• Build and continually develop relationships with the IT Service Desk, Application Management teams, and broader IT organization

• Critical Skills & Experiences:

• Bachelor’s degree in Computer Science, or related discipline, or equivalent work experience.
• Prior experience leading individuals either in a leadership position or acting as one. Demonstrates and practices an understanding of talent management to build effective teams along with setting team strategy.  Strong understanding of technology and an aptitude to learn new areas
• 15+ years of demonstrable experience managing ITIL processes including, but not limited to Incident Management, Problem Management, Change Management, Request Fulfillment, Event Management, Configuration Management, and Knowledge Management
• Ability to lead process design discussions and organizational change across the IT organization.
• 10+ years’ direct people management (Hiring, Terminations, Appraisals, Salaries)

•  

• Working knowledge of the Remedy ITSM Platform or other similar ITSM tools
• Strong collaboration skills as a member of a global leadership team (onsite/offshore model)
• Broad understanding of IT concepts, development practices, and architectures
• Experience working in a fast past environment with a focus on IT Operations
• Ability to work with and manage a team with participants from various technical disciplines
• Ability to work independently with a high degree of initiative and determination
• Excellent oral and written communication skills; ability to build relationships and work with all levels of the business
• Retail/business experience preferred
• ITILv3 or 2011 certification required

  Critical Primary Responsibilities:

• Manages staff including all levels of associates.  Provides coaching and other performance feedback.  Assigns tasks to staff to allow them to reach their development potential.
• Oversees and manages roadmap, development and day to day activities of the ITSM processes and related IT tools.
• Develops future service management strategies and needs, identifying staff, tools and support requirements as necessary to ensure that operational and support processes are working as expected.
• Establishes policy, procedures, and standards to ensure consistent, high-quality delivery of service management.
• Provides leadership in key interactions with business customers to define, analyze, and deliver customer solutions.
• Drives the root cause analysis and resolution of problems within the assigned area
• Collaborates with peer managers (onsite and offshore) to ensure execution is effective and efficient.
• Evaluates key metrics, KPI’s and SLA’s performs analysis and provides reporting to leadership to drive consistency and repeatability of best practices: provides reporting and data concerning key performance indicators (KPIs) and trends to leadership.
• Build and continually develop relationships with the IT Service Desk, Application Management teams, and broader IT organization

• Critical Skills & Experiences:

• Bachelor’s degree in Computer Science, or related discipline, or equivalent work experience.
• Prior experience leading individuals either in a leadership position or acting as one. Demonstrates and practices an understanding of talent management to build effective teams along with setting team strategy.  Strong understanding of technology and an aptitude to learn new areas
• 15+ years of demonstrable experience managing ITIL processes including, but not limited to Incident Management, Problem Management, Change Management, Request Fulfillment, Event Management, Configuration Management, and Knowledge Management
• Ability to lead process design discussions and organizational change across the IT organization.
• 10+ years’ direct people management (Hiring, Terminations, Appraisals, Salaries)

•  

• Working knowledge of the Remedy ITSM Platform or other similar ITSM tools
• Strong collaboration skills as a member of a global leadership team (onsite/offshore model)
• Broad understanding of IT concepts, development practices, and architectures
• Experience working in a fast past environment with a focus on IT Operations
• Ability to work with and manage a team with participants from various technical disciplines
• Ability to work independently with a high degree of initiative and determination
• Excellent oral and written communication skills; ability to build relationships and work with all levels of the business
• Retail/business experience preferred
• ITILv3 or 2011 certification required

  Critical Primary Responsibilities:

• Manages staff including all levels of associates.  Provides coaching and other performance feedback.  Assigns tasks to staff to allow them to reach their development potential.
• Oversees and manages roadmap, development and day to day activities of the ITSM processes and related IT tools.
• Develops future service management strategies and needs, identifying staff, tools and support requirements as necessary to ensure that operational and support processes are working as expected.
• Establishes policy, procedures, and standards to ensure consistent, high-quality delivery of service management.
• Provides leadership in key interactions with business customers to define, analyze, and deliver customer solutions.
• Drives the root cause analysis and resolution of problems within the assigned area
• Collaborates with peer managers (onsite and offshore) to ensure execution is effective and efficient.
• Evaluates key metrics, KPI’s and SLA’s performs analysis and provides reporting to leadership to drive consistency and repeatability of best practices: provides reporting and data concerning key performance indicators (KPIs) and trends to leadership.
• Build and continually develop relationships with the IT Service Desk, Application Management teams, and broader IT organization

• Critical Skills & Experiences:

• Bachelor’s degree in Computer Science, or related discipline, or equivalent work experience.
• Prior experience leading individuals either in a leadership position or acting as one. Demonstrates and practices an understanding of talent management to build effective teams along with setting team strategy.  Strong understanding of technology and an aptitude to learn new areas
• 15+ years of demonstrable experience managing ITIL processes including, but not limited to Incident Management, Problem Management, Change Management, Request Fulfillment, Event Management, Configuration Management, and Knowledge Management
• Ability to lead process design discussions and organizational change across the IT organization.
• 10+ years’ direct people management (Hiring, Terminations, Appraisals, Salaries)

•  

• Working knowledge of the Remedy ITSM Platform or other similar ITSM tools
• Strong collaboration skills as a member of a global leadership team (onsite/offshore model)
• Broad understanding of IT concepts, development practices, and architectures
• Experience working in a fast past environment with a focus on IT Operations
• Ability to work with and manage a team with participants from various technical disciplines
• Ability to work independently with a high degree of initiative and determination
• Excellent oral and written communication skills; ability to build relationships and work with all levels of the business
• Retail/business experience preferred
• ITILv3 or 2011 certification required