Senior Manager, Strategic Transformation & Process

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Job Profile Summary

As the Senior Manager, Strategic Transformation, and Process, this role will be r esponsible for the transformation and growth of all aspects of the company’s enterprise technology service management, including construction of key business and technology processes in the areas of enterprise IT Service Management (ITSM) across all corporate Eco Systems .

About the Role
As the Senior Manager, Strategic Transformation, and Process, this role will be responsible for the transformation and growth of all aspects of the company’s enterprise technology service management, including construction of key business and technology processes in the areas of enterprise IT Service Management (ITSM) across all corporate Eco Systems .

Responsibilities:

• Work collaboratively with relevant stakeholders and partners to design, execute, govern, and lead teams through the ITIL (IT Infrastructure Library) and/or ITSM principles, practices, and tools to drive faster adoption, higher value creation of results and outcomes and modernize and elevate IT service experience.

• Develop and evolve the overall vision, charter, and roadmap for company’s ITSM program including best practices, standards, principles and functions that will continue corporate transformation into a service-oriented, client-driven, value-added organization.

• Work closely with service and business owners to integrate service management practices into the delivery of IT services with the objective of delivering reliable, repeatable IT services, at proper service levels across the company and in identifying new services, and in replacing and decommissioning ongoing services, as necessary.

• Attend Change Advisory Board meetings and incorporate change management methodologies to develop IT change management strategies.

• Provide guidance and oversee management of key ITIL processes such as incident management, problem management, change management, service request management, release management, event management, configuration management, IT asset management, service catalog management, and availability management.

• Serve as the primary focal point on release readiness reviews, milestones, and the business Go/No-Go Activities including the execution of the deployment plans and checklists.

• Lead continual service and process improvement through regular analysis of metrics.

• Guide a diverse team of professionals in the areas of service design, service development, service management, business analysis, Service Now production support, service metrics and reporting.

• Attract the best talent, drive performance, engagement, retention and make succession plans.

• Direct and manage Incident and Problem life cycle, including detection, escalation, diagnosis, status reporting, and resolution as required , ensuring Service Level Agreement is followed.

• Implement and drive best practices and root cause analysis guidelines across business units, instigating and supporting 24x7 infrastructure and system proactive monitoring tools and procedures.

• Demonstrate an innovative and strategic mind set, simultaneously scan external ecosystems to stay updated on currents trends in technology and reconstitute internal functions and processes to improve overall organizational efficiency.

• Partner with the Enterprise Monitoring and Tools (event management) and Enterprise Architecture teams to help define, execute and mature a comprehensive strategy around infrastructure and application monitoring, reporting and predictive response.

Qualifications

Education Requirements

• Bachelor's degree in computer science , Electrical/Electronic Engineering, or a related field of study .

Experience Requirements

• Five (5) years of progressive experience managing technical operations and production support teams, including experience working with multiple functional, support, and operations teams, experience with Application Performance Monitoring (APM) tools such as Dynatrace, New Relic, Data Dog , Nagios and Splunk, experience developing and refining IT strategy and process for all…