The IT Service Manager (IT Manager III) role within the Engagement and Service Management is responsible for the operation and health of one or more IT Services i.e., its lifecycle from design, run performance, operations and improvements to retirement. She/he represents the operational implementation of the Service Design as defined by the Service Owner who is accountable for the overall IT Service.
The Service Manager is accountable for managing many different process activities to ensure good management of the portfolio of services.
This includes activities related to Incident, Problem, Change, Release, Service Request, Knowledge, Configuration, Availability, Capacity, and Service Level Management. These processes are managed Process Managers who support the Service Manager to ensure proper operation and support of the Service. Primary responsibilities of the role will include aspects of service transition, release and deployment, knowledge management and service design coordination.
The role will implement and enforce ITIL and ITSM processes and procedures to ensure a stable environment.
The position reports to the Director, Service Planning and Delivery and is responsible for managing a portfolio of IT services, applications, and systems.
Engagement Management:
- The IT Service Manager will interact with the following persons and teams.
- Service Owner to help ensure alignment with service strategy, design, and operation.
- Process managers for the service scope to help ensure alignment with IT process management practices.
- InfoSec to help ensure proper IT security for operating service.
- Service Assurance to help ensure proper regulatory compliance of service operation.
Service Design Coordination:
- Participate in Service Design and Service Improvements activities with the Service Owner.
- Identify service improvements opportunities and analyze them with the Service Owner.
- Ensure service improvements are executed and completed within his/her scope, based on plans developed with Service Owner.
Service Delivery:
- Ensure service delivery performance according to targets (SLA, OLA).
- Initiate and actively participate in recurring Service Review meetings.
- Measure and report recurring service performance KPIs & metrics to business owner through frequent business reviews.
- Execute Service Transition plan developed with Service Owner (Service Onboarding and Service Transition.
- Monitors SLA achievement and CSIP performance with Customer Service to identify negative trends and agree with Service Owner get-well plans implementation.
Service Quality and Improvement:
- Ensure activities related to Incident, Problem, Service Request Management, Change, Release, Configuration, Availability & Capacity Management.
- Ensure proper Incident Management to facilitate appropriate ticket assignments, resolution, reporting, escalations and appropriate communication with Service Owner.
- Ensure analysis of incidents; proper identification of Problems; and Change/Release coordination.
Individuals within the IT leadership job family have responsibility for activities that contribute to planning, creating and implementing an IT vision and strategy aligned with the company’s strategic business plan. They oversee the development of corporate standards, technology architecture, technology evaluation and transfer. They manage small to large teams of people responsible for developing and delivering IT solutions for the business and customers. Each role within this job family provides technical and business leadership to their organizations as well as to the business.
IT Leaders are also responsible for analyzing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology and business issues, and managing financial resources while ensuring the development of high-quality technology solutions. These solutions must be developed at the best possible cost and be aligned with customer and business needs while establishing relationships with employees and key internal and external stakeholders. They are also responsible for participating and leading the development of an IT governance framework that defines the working relationships and sharing of IT components among various IT groups within the organization.
To be successful, individuals must possess a combination of business, technical and leadership skills and competencies. This requires an understanding of client’s business needs, processes and functions. They also need a solid knowledge of IT infrastructure, architecture, applications development and support, networks, and computer operations. In addition, individuals working in this job family must have excellent communication skills and the ability to influence others.
KEY RESPONSIBILITIES:
Business and IT Strategy:
- Implements the tactical components of the IT strategy at a Regional level.
- Works with business partners to understand business needs.
- Manages the development and implementation of IT initiatives to support business strategy.
Change Management:
- Embraces and executes change through frequent, communication to staff and clients about the change and the impact of the change (individual and business).
- Consistently advocates for the change.
- Coaches staff through the change.
- Identifies and removes obstacles to change.
Governance:
- Provides input into demand management process and executes on plan.
Architecture:
- Provides input to technology planning within their NO and/or Region.
- Implements solutions consistent within current context of overall architecture.
Process Improvements:
- Implements defined process improvements.
Finance:
- Participates in the development of IT budgets.
- Tracks and takes appropriate steps to stay within budget.
- Provides high-quality services at optimal cost to customers.
- Assists with measuring service performance and implementing improvements.
IT Technology Development:
- Assists with development, and implementation of technologies to improve the performance of a business efficiency and effectiveness.
Service Level Agreements (SLAs):
- Participates and provides input to the SLA development process.
- Ensures internal SLAs are met.
Vendor Management:
- Identifies and confirms performance problems and notifies contract managers.
Resource Management:
- Meets regularly with team to gather work statuses.
- Discusses work progress and obstacles.
- Provides advice, guidance, encouragement and constructive feedback.
- Ensures work, information, ideas, and technology flow freely across teams.
- Establishes measurable individual and team objectives that are aligned with business and organizational goals.
- Documents and presents performance assessments.
- Recognizes and rewards associates commensurate with performance.
- Implements organizational practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.
Workforce Planning:
- Identifies the roles, skills and knowledge required to achieve goals.
- Ensures staff has the resources and skills needed to support all work initiatives within the assigned function or Center of Competency (COC).
- Participates in IT workforce deployment activities.
- Requires experience in supervising and building relationships with people at a variety of levels.
- A minimum of 10-year experience managing leaders and staff, including the hiring, retaining top talent, coaching, and performance appraisal work across technology teams.
- Requires demonstrated ability to launch and deliver a single IT project on time and within budget.
- Extensive experience in the delivery of customer services to develop, maintain and improve the relationship with the client.
- Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided.
- Experience in a service line operational role providing infrastructure, application management or BPO/Customer Care services.
- Detailed understanding of the various service level agreements and the performance measures required to manage the agreements and the relationship with the clients.
- Excellent customer relations skills to understand client concerns and requirements.
- Be able to assume overall control of and resolve complex customer issues.
- Willingness and ability to travel domestically and internationally, as necessary.
- Effective in written and verbal communication in English.
- Certification in ITIL V3 Foundations required, additional ITIL certifications highly preferred.
Preferred Skills, Knowledge and Experience:
- Experience in project and program management.
Work Environment/Travel:
- The position requires ability and willingness to travel domestically and internationally up to 25% of the time.