Develops and promotes compliance with ITIL standards, processes, and tools across providers. Manages day-to-day services issues with and between customers, associates and service providers
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Education and Experience
Required:
• 10+ years of IT service operations experience with a minimum of 3 years at a Director level.
• Five years’ recent experience in providing service operations such as service desk support, incident management, or problem management in a complex IT environment.
• Direct management of cross functional, sourced, or matrixed teams.
Preferred:
• Demonstrated success leading medium- to large-scale initiatives/transformations.
• Ability to evaluate and communicate operational metrics and issues to leadership.
• A thorough understanding of the interdependence of systems and their impact to the business.
• Experience with and knowledge of IT outsourcing activities in a managed services environment.
• Proven knowledge of the ITIL v3 Framework and most aspects of the IT functional areas.
• Understanding of the quality assurance, risk management, and security considerations and their impact on overall technology environment.
• Experienced in networking, hardware, operating systems, and enabling technologies such as middleware and databases.
• Strong understanding of the software development life cycle(SDLC).
• Strong process management and problem resolution skills.
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience in business systems and process planning.
• Knowledge of business environment, service requirements and hospitality culture.
• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.
• Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for the client organizations.
• Graduate/post graduate degree.
• Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy to understand business terms.
• Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment.
CORE WORK ACTIVITIES
Develops ITIL Standards, Processes, and Tools Across Providers
• Builds and maintains a standard set of service integration delivery tools and processes that will provide the right level of governance for all IT teams, and that will contribute to client satisfaction.
• Promotes compliance with service integration standard processes and tools.
• Leads development and maintenance of service provider project management standards and tools.
• Facilitates service integration meeting of current and future capacity requirements.
• Assumes a lead role in the sourcing relationship evolution as it matures.
• Manages business and operational viability of service levels.
• Implements metrics to demonstrate continuous improvement and alignment with the industry.
• Manages and works to minimize outages and implements recovery and contingency plans.
• Defines, manages, and continually improves service level reporting for service integration.
• Oversees and monitors service provider problems, change management processes, and escalation procedures.
• Participates in business portfolio, demands management processes, and actively engages service providers to promote client satisfaction.
• Assists all IT teams with the preparation and monitoring of business/discipline and continent IT budgets.
• Oversees overall project management of business projects/portfolios, providing effective reporting to the Business Partnership & Planning teams.
• Monitors the development and enforcement of IT related client and corporate standards and policies.
• Supports and promotes adherence to IT’s standards and processes (i.e. IT Governance, Service Management & Governance, Architecture, etc.), and provide input for improvements to the appropriate process owners as needed.
Manages Day-to-Day Service Issues with and between Service Providers
• Builds and maintains end-to-end service integration reporting.
• all support follows the defined service integration processes.
• Facilitates timely resolution of escalated service delivery problems and minimize the impact of any client service delivery issues.
• Communicates important policy changes that affect service provider and/or client operations.
• Leads Sarbanes-Oxley, ISP, and other regulatory compliance matters with service providers.
• Ensures the service provider(s) performs the services agreed to by the master services agreement in a manner that is consistent with both the spirit and the letter of the agreement.
• Facilitates team and service provider compliance with the agreement.
• Manages day-to day relationships with all IT teams to ensure service integration delivery meets or exceeds the client’s expectations.
• Leads service integration performance through SLAs and other key performance metrics.
MANAGEMENT COMPETENCIES
Leadership
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action.
• Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.
Managing Execution
• Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
• Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Building Relationships
• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.
Generating Talent and Organizational Capability
• Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
• Reading Comprehension - Understands written sentences and paragraphs in work related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.
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