Sr Manager – Itsm

Sr Manager – Itsm

Requirements

• Bachelor’s degree and 8 years’ experience in a related field OR a Master’s degree and 6 years’ experience OR a Ph.D. and 3 years’ experience OR 12 years’ experience in a related field.
• 3+ years of leadership experience.
• Experience implementing and managing ITSM processes.

Responsibilities

• Develop and maintain an ITSM strategy and roadmap with a focus on organizational collaboration and alignment.
• Lead the execution of ITSM capabilities and services ensuring to act on timely and urgent needs.
• Ensure that Cox Enterprises maintains an effective and reliable Disaster Recovery strategy, including conducting annual validations.
• Oversee Cox Enterprises’ Incident, Change, and Knowledge Management processes, standards, and technologies.
• Manage the completeness and accuracy of Cox Enterprises’ Configuration Management Database (CMDB) and ensure that CMDB data is used appropriately across integrated services and platforms to provide maximum value.
• Develop timely and accurate ITSM Metrics providing Cox Enterprise Leaders the ability to make data based decisions.
• Promote a culture of self-service by providing tools to customers that are easy to use and solve business needs.
• Evaluate ITSM roadmaps for changes and updates, determining their impact on employees and processes.
• Oversee the installation, maintenance, configuration, and support of business-critical ITSM services and processes. Ensure the services and processes are user-friendly, high-performing, high-quality, and modern solutions. Plan and design for the future.
• Oversee the operations, processes, and standards of ITSM use across multiple deployment strategies (i.e. on-premises, in the Cloud, Hybrid, SaaS).
• Manage vendor relationships, ensuring regular effective communications and adoption of product releases and enhancements.
• Translate requests from boundary partners into conceptual solutions that can be technically designed and developed.
• Lead a team by coaching, mentoring, developing, providing resources, and assisting as needed. Evaluate individual performance in accordance with company policy and standards. Provide corrective action for poor behavior and reward outstanding performance.
• Assist in the financial management of the department. Create and justify capital and operating expense items for budget purposes, track purchases, and true-up budgets.
• Build and nurture relationships with key customers, peers within the organization, key vendors/partners, and professionals in other organizations.
• Act as Availability Manager during times of high-severity outages, manage the problem resolution process, assign and rotate resources as necessary, and complete after-action reports.
• Resolve group issues and conflicts to promote excellent customer service, professionalism, and a positive work environment.
• Ensure accurate and timely reporting of system performance and related information to management as required. Examples include system metrics, timesheets, and project plans.
• Manage the productivity and performance of the team with a large focus on mentoring and people development.
• Support and foster innovative technologies to deliver new ideas that enable business transformation.

Preferred Qualifications

No preferred qualifications provided.