Program Director - World Wide Technology - Los Angeles

Job description
Responsibilities:
Define and implement IT operations policies, procedures and best practices
Benchmark, analyze, report, and recommend improvements for the IT Infrastructure
Support root cause analysis development
Provide resource allocation management and be an escalation point for all assigned project
Manage all technical efforts for integrating new and existing solutions from an operational perspective
Contribute to the development of SOW’s
Provide selection, development, management, supervision, discipline, and scheduling of the operation team
Manage and coordinate all aspects of infrastructure management with some support outside of regular business hours to insure that systems are functional and accessible according to customer SLA requirements
Prepare and review operation metrics for IT Infrastructure service delivery
Strong experience in process and process development including the development and measurement of KPI’s
Develop, implement, and integrate IT performance metrics to measure and manage the effectiveness of WWT IT operations and delivery. Create and deliver monthly IT dashboards to the Customer Leadership team
Collaborate across WWT IT teams to ensure consistency and integration of IT performance dashboards and reporting
Work with the Customer Leadership team to identify opportunities for operational and process improvement within the IT organization. Create operational and process improvement objectives and establish baselines to measure progress towards objectives
Experience working and/or collaborating across all IT functions (Project Management, Operations, Development) in order to manage and negotiate a wide range of IT processes and procedures and provide strategic direction across the IT organization
Demonstrated ability to develop effective internal and external business partner relationships
Excellent communication skills with prior experience interacting with upper management and executives
Proven ability to manage multiple tasks and adapt to a changing, fast paced environment
Ensure that all day-to-day operational activities are carried out according to industry best practices, ITIL framework and customer SLA requirements

Desired Skills and Experience
Personal Skills:
Analytical—the individual synthesizes complex or diverse information.
Problem solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
Oral communication—the individual speaks clearly and persuasively in all situations, demonstrates group presentation skills and conducts effective meetings.
Delegation—the individual delegates work assignments, gives authority to work independently, sets expectations and monitors delegated activities.
Management skills—the individual includes staff in planning, decision-making, facilitating and process improvement; makes themself available to staff; provides regular performance feedback; and develops subordinates’ skills and encourages growth.
Quality management—the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
Judgment—the individual displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions.
Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans
Top-notch analytical and problem solving skills
Strong attention to detail
Strong MS Excel skills

Educational/Experience:
Minimum seven (7) years experience IT Management, Service Delivery Management, or Outsourcing
Bachelor’s degree in Business Management, engineering or IT Management
Masters Degree a plus
ITIL (v3) Foundation in IT Service Management a plus

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!