Sr. Manager - IT; Germantown

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

ESSENTIAL JOB FUNCTIONS:

Responsible for: all processes & procedures assoc w/ IT Service Mgmt; managing team of int/ext resources that maintain, implement, & continually improve IT services w/in enterprise, focusing on apps supporting mfg & supply chain processes for new product lines; & for project delivery of multi-million initiatives & AMS deliverables in support of defined business targets & objectives. Advise customers on appropriate solution choices.

Engage appropriate teams to assist customers in making strategic decisions & aligning on strategic tech roadmap. Help customers envision new IT solutions, foster partnerships, & create value propositions. Recognize int/ext clues to guide future direction & realize opps for org. Provide leadership for integrity, confidentiality, & avail of data stored on info systems & comply w/ all legal reqs. Ensure high level of governance & compliance via reg review of policy, processes, & procedures.

Accountable for delivery & results of int & vendor-provided IT solutions to customers. Coordinate IT customer services & deliverables btwn BRM & Ops. Lead CSI activities w/ input from Customer Mgmt tower. Lead/liaison w/ support teams, mgrs, & vendors. Manage comms w/ Business Area IT, Ops Mgmt, Service Desk, & ext service partners supporting IT services. Ensure avail, quality, & effectiveness of services offered meet customer needs.

Provide SLAs. Manage all vendors to ensure compliance of contractual SLAs. Establish & adhere to IT Service & IT OLAs. Participate in global/local change control & cross-partner/vendor change control processes. Liaison btwn company, vendors, & service providers for changes across org, ensuring tech changes are reviewed & approved before deployed to production. Provide awareness & sched of infrastructure & app activities impacting perf of current production services serving business systems.

Manage & maintain w/in appropriate systems/DBs all relevant data required to support IT Service Mgmt. Create & maintain all process, procedural, & QC activities ensuring world class delivery of IT service mgmt to all customers. Direct, manage, plan, & oversee op & admin activities of staff. Manage resources incl TA & dvlpmnt & managing staff perf issues. Manage functional CRs.

Demand mgmt processes related to backlog. Ensure backlog items align w/ global priorities & strategy. Assess new demand by understanding business challenges & initial reqs & translate them into system capability reqs. Doc reqs & conduct process & user impact analysis w/ regional & global stakeholders. Deliver complete features & solutions. Prioritize backlog workload per ITSM guidance. Oversee implementation & maintenance of new & on-going platform activities.

Work w/ dvlpmnt team to conduct tech design impact, release estimates, & cost estimates. Participate in platform & integration testing. Manage platform op support w/ particular focus on tech integration, incl interfaces btwn impacted &/or dependent apps. Manage stakeholders across IT landscape. Act as primary POC for Service Now ITSM product-related activities & escalations impacting regional & global levels. Coordinate & conduct pre-UAT & user testing & dvlping doc.

Define platform op model process, process for supporting dvlpmnt LCs, & new templates for intake processes, service descriptions, reqs, UATs, etc.

EDUCATION & EXPERIENCE:

* Bachelor's degree in Information Systems, Computer Science, Mechanical Engineering, Engineering, or related field required.

* Ten years of IT management experience required. Ten years of experience delivering IT services and solutions required.

* Five years of relationship management and client service experience required.

* Any experience required with: the implementation and production support of software systems; working on large transformational initiatives spanning multiple years delivering new systems or enhancements aligned to business objectives and targets; enterprise resource planning and product lifecycle management applications along with IT service management concepts and ITIL framework.

* PLM functionality; supporting and leading activities/teams in a successful full-cycle implementation (Blueprint, Build, Testing, and Go-Live) of SAP; SAP functionality, business processes, and integration points across various modules (i.e., SD, PP, MM, FICO).

* The transition of project deliverables and support to an AMS staff including setup of team structure, processes, and governance model; coordinating and managing activities across multiple suppliers in support of functional (configuration) and technical requirements (BASIS, Security, PIPO, and ABAP)

* IT service management in an enterprise environment delivering and maintaining the company's IT services.

* Waterfall and AGILE project methodologies; leading and motivating teams

* IT systems and tools; managing business…