Mgr Sr, ITSM Program is responsible for the enterprise-wide implementation, advocacy, service levels, processes, and team management in support of Enterprise Services Management (ESM) and IT Operational Excellence (ITOE) programs.
Position's Customer(s): IT-related solution delivery teams.
Essential Duties of Position:
Oversight of both the ESM Platform and ITOE support teams; providing support in the engagement and execution of adoption and process development related to the needs and priorities of company and department goals.
ESM advocacy across IT and the enterprise. Promoting best practices and procedures through regular interaction and communication; bridging business needs with process/protocol, innovation, efficiency, and quality. Critical to this will be developing and maintaining strategic alignment across teams, with consideration for various, situational methodologies in development and delivery. Actively lead and participate in gathering business requirements while promoting ITIL, Lean, and Agile best practices.
IT Operational Excellence through high-level interaction and understanding of GCI goals on a corporate, department, and team level as relate to objectives relating to KPIs, SLAs, OLAs, inter-team, and vendor relationships. Creation and delivery of real-time data provided as reports, status updates, dashboards, and presentations.
Responsible for hiring, leading, developing and managing the performance by those reporting to this position; establishes and communicates clear performance expectations, makes recommendations for salary increases. Provide timely annual performance reviews to all direct reports, and ensure that all employees within the department receive annual performance reviews on time. Responsible for team results and recommends and /or approves promotions, demotions, transfers or disciplinary actions up to and including termination. Maintains union free workforce through effective communication and regular feedback to employees regarding their performance against expectations, and use of effective performance recognition of groups involved.
Maintain up-to-date information and recommendations on related best practices, tool, and technologies and actively drive enhancements, adoption, and implementation. Oversees generation and reporting of all metrics/dashboards/reporting; coordinates the resource demand for all related activities; establishes cadence to communicate (verbal and written) with business, development, and senior management on progress and outcomes. Collaborating with key business and technical stakeholders to summarize progress and objectives.
Knowledge, Skills and Abilities:
o Business processes
o Software development life-cycle
o Project management
o Enterprise-level dashboards and reporting
o LDAP integration
Leadership: Proven ability to lead an organization to high levels of performance while maintaining morale and personal growth for employees in a union free environment. Ability to act as a positive mentor and coach to subordinates and instill a coaching environment in the organization. Must have experience in managing complex business applications.
Experience collaborating with other developers and business stakeholders to clarify requirements, especially in terms of consistency, efficiency, and completeness.
Experience assessing and developing performance-related statistics, especially as relates to IT, telecom, services management, service operations, project management, demand intake, service delivery, etc.
Ability to respond/interact with all levels of management (C, V, Director, etc.)
Ability to actively lead and participate in assessments.
Experience working in an Agile SDLC within the SCRUM framework is preferred.
Strong working knowledge of relational databases and SQL.
Ability to work independently, as well as part of a small, close-knit technology team which offers full ownership of projects in a supportive environment.
Training and enabling users appropriately in the context of ownership relating to process function/flow in their areas.
Experience with: REST APIs in large ecosystems with complex integrations.
Ability to effectively work in a team setting to plan, design, and deliver solutions.
Advocate and lead cross-department quality initiatives.
Excellent interpersonal skills.
Attention to detail; dedication to quality.
Demonstrated ability to effectively prioritize and execute tasks in a fast paced environment.
Excellent presentation, verbal, and written communication skills.
Experience with Tableau and/or other similar data visualization/presentation software.
Minimum ten (10) years' experience in any combination listed below, with an emphasis on management:
o Experience in a software quality and process improvement space in a leadership role
o Experience as a software developer or engineer
o Experience managing support processes
o Managerial experience with proven experience building and leading strong teams.
High School diploma or equivalent is required.
Bachelor's degree from an accredited institution in Computer Science, Business or related field required; relevant experience may substitute for the degree on a year for year basis.
Certifications: Industry specific certifications are highly valued and can contribute toward experience and education.
Preferred: ITIL Foundations, Lean/Agile/Scrum, and/or other certification or training specific to ITSM and ESM Platform development (ex: ServiceNow, BMC-Remedy, Cherwell, etc.)
Position reports to: Sr Mgr, IT Professional Services
Number of Direct Reports (if applicable): 2-5
Ability to perform sedentary work. Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions. Clarity of vision to see near, mid-range, and color. Ability to lift and carry up to 25 lbs.
Working Conditions: Work is generally performed in an office environment, and remote work may be required. Hours may vary, but are based on a normal 40-hour workweek. A flexible schedule to accommodate evening and weekends may be required. Occasional travel for business and training purposes is required. The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the normal business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Driving Requirements (if applicable): Must possess and maintain a valid driver's license, proof of insurance, and a satisfactory driving record.
EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.