Global IT Service Manager

Black & Veatch Holding Company   •  

Overland Park, KS

Industry: Real Estate & Construction


11 - 15 years

Posted 41 days ago

Job Summary

Black & Veatch is seeking a Global IT Service Manager to lead various aspects of Service Operation, Design, and Strategy. This role will work across multiple B&V and service provider led teams to mature IT Service Management capability. This role will also align IT Service delivery with Black & Veatch business areas leveraging the ServiceNow platform to drive the balance of cost and value of IT Services.

Key Responsibilities

  • Delivering a Service Health model for key IT Services derived from various monitoring sources
  • Architecting event management and event correlation solutions
  • Informally assessing and optimizing Service Provider led IT Service Management functions such as IT Operations Mgmt and Service Validation & Testing
  • Provide technical leadership and mentoring
  • Collaborate with ServiceNow team to ensure event correlation and orchestration goals are met
  • Collaborate with CSI Lead to ensure process revitalization aligns with automation and orchestration targets
  • Work with various IT teams to identify ServiceNow automation and integration opportunities to improve the existing state of IT operations
  • Work with application owners to define application and user experience based monitoring requirements
  • Collaborate with ITSM and Project Teams to ensure production changes are accounted for in monitoring and event mgmt
  • Work with various CIO Office teams to determine Availability Mgmt approach and align tool and process strategy
  • Establish strong rapport with clients, keeping both internal and external stakeholders informed of progress on a consistent basis
  • Provide guidance and facilitate communications with Project teams and Architects and Developers throughout the effort to ensure project success for service validation, change evaluation, and transition planning.
  • Provide Architectural oversight for the delivery of technology
  • Provide execution guidance to the PMO on the delivery of technology projects
  • Produce and deliver strategic technology presentations for Business leadership, IT leadership, and technology vendors
  • Analyzing complex business needs and recommending technical and process solutions
  • Be a thought leader to business and IT stakeholders for cost / value recommendations

Management Responsibilities

Minimum Qualifications

Education: Bachelor's degree required. 10 - 15 Years' experience required.

Experience: 5+ years of experience in an ITSM Manager Role, Service Manager, Service Level Manager or equivalent

  • 5+ years of experience working within a large-scale enterprise company and preferably experience within a consulting company to assess and improve IT Operations

All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations.

Preferred Qualifications

  • 3-5 years' experience administering and/or managing a System Center Operations Manager environment
  • 3-5 years' experience administering and managing a SolarWinds environment
  • Previous experience configuring and customizing all aspects of event management and event correlation from envisioning to implementation
  • 3-5 years' experience troubleshooting network, server, application, and desktop performance
  • Experience in EPC industry preferred
  • Understanding of a broad range of technologies at the architecture level and at a business process/impact level. These include but are not limited to core network technologies, systems for enterprise work process, mobility, data management and cloud-based computing
  • Program Management and Vendor Management
  • Experience acting as a Service Owner across various service components
  • Presenting complex technical concepts in business consumable language
  • Strong analytical and problem-solving skills
  • Proven track record in strategic technology planning, execution and policy development
  • Leadership orientation and respect for discretion. Must be able to build consensus