Sr. Manager - IT; Germantown

What We Expect

The first 3 letters in workplace safety are Y-O-U!

TK Elevator is currently seeking an experienced Sr. Manager - IT in Germantown, TN.

Responsible for: all processes & procedures associated with IT Service Mgmt; managing a team of internal and external resources that maintain, implement, and continually improve IT services within the enterprise, focusing on applications supporting manufacturing and supply chain processes for new product lines; and for project delivery of multi-million initiatives and AMS deliverables to support defined business targets and objectives. Advise customers on appropriate solution choices.

Engage appropriate teams to assist customers in making strategic decisions and aligning on strategic tech roadmap. Help customers envision new IT solutions, foster partnerships, and create value propositions. Recognize internal and external clues to guide future direction and realize opportunities for the organization. Provide leadership for integrity, confidentiality, and availability of data stored on information systems and comply with all legal requirements.

Ensure a high level of governance and compliance via regular review of policy, processes, and procedures. Accountable for delivery and results of internal and vendor-provided IT solutions to customers. Coordinate IT customer services and deliverables between BRM and Ops. Lead CSI activities with input from Customer Management tower. Lead/liaison with support teams, managers, and vendors. Manage communications with Business Area IT, Ops Management, Service Desk, and external service partners supporting IT services.

Ensure availability, quality, and effectiveness of services offered meet customer needs. Provide SLAs. Manage all vendors to ensure compliance of contractual SLAs. Establish and adhere to IT Service and IT OLAs. Participate in global/local change control and cross-partner/vendor change control processes. Liaison between company, vendors, and service providers for changes across the organization, ensuring technical changes are reviewed and approved before deployed to production.

Provide awareness and schedule of infrastructure and application activities impacting performance of current production services serving business systems. Manage and maintain within appropriate systems/databases all relevant data required to support IT Service Management. Create and maintain all process, procedural, and QC activities ensuring world‑class delivery of IT service management to all customers. Direct, manage, plan, and oversee operational and administrative activities of staff.

Manage resources including TA and development and managing staff performance issues. Manage functional change requests. Demand management processes related to backlog. Ensure backlog items align with global priorities and strategy. Assess new demand by understanding business challenges and initial requirements and translate them into system capability requirements. Document requirements and conduct process and user impact analysis with regional and global stakeholders.

Deliver complete features and solutions. Prioritize backlog workload per ITSM guidance. Oversee implementation and maintenance of new and ongoing platform activities. Work with development team to conduct technical design impact, release estimates, and cost estimates. Participate in platform and integration testing. Manage platform operations support with particular focus on technical integration, including interfaces between impacted and/or dependent applications. Manage stakeholders across the IT landscape.

Act as primary point of contact for Service Now ITSM product‑related activities and escalations impacting regional and global levels. Coordinate and conduct pre‑UAT and user testing and develop documentation. Define platform operations model process, process for supporting development life cycles, and new templates for intake processes, service descriptions, requirements, UATs, etc.

• Bachelor’s degree in Information Systems, Computer Science, Mechanical Engineering, Engineering, or related field required.
• Ten years of IT…