Manager, IT Service Management

PowerSchool   •  

Folsom, CA

Industry: Education

  •  

11 - 15 years

Posted 167 days ago

This job is no longer available.

Job Description

This position,under the leadership of the Director of Service Operations, will beresponsible for the coordination of all IT Service Management (ITSM) disciplines and practices for the Cloud Operations organization. The Cloud Operations ITSM manager works across the different Cloud Operations teams as well as Engineering, QA, Customer Support and other teams focusing on service management, deliveryprocesses, Performance Reporting and tracking, special programs management. The ITSM Manager will oversee the implementation and operation of the ITSM program, including the implementation of the ITIL (InformationTechnology Infrastructure Library)processes and procedures, measurement and controls of process performance.The ITSM Manager is alsoresponsible for the management Cloud Operations Service Level Management, and the continual maintenance of an ITSM Service Catalog. •Development, implementation and maintenance of ITSM process as well as guiding and influencing the Cloud Operations Service Strategy.•Design, implement, measure, and improve IT Service Management framework, andprocesses, including incident and problem management; Service Request fulfillment; change and release management; and service catalog management.•Lead the effort of designing and implementing Problem Management process for Cloud Operations including (but not limited to) capturing of problems, RCA activities and long-term fixes for recurring incident.•Service Performance Management; Design, measurement, tracking andreporting KPIs, OLAs, Monitor performance trends and team best practices.•Provides regular feedback to stakeholders on delivery versus expectation•Continuous Service Improvement: ID opportunities to improve service, reduce demand, and/or increase capacity.•Partners with leadership to help define goals, objectives, and deliverables, to ensure effective, measurable, and sustainable service quality•Develop and manage Communication Strategy with keyinternal partners and stake holders. •Schedule and facilitate Post Incident Reviews following all major outages and service disruptions.•Service Catalogue maintenance, completeness, accuracy and optimization. Publish Catalog content, use instructions, and changes.•Provide process, performance and execution consulting and thought leadership to management team.•Advocates and drive compliance with policies andprocesses throughout the team.•Assist the team in the development and delivery of user training and reference materials.•Develop Key Performance metrics, management & operationalreports to measure performance, process and individual effectiveness.•Leading and providing oversight to the cloud operations staff on a day-to-day basis•Coaching, training, and developing cloud operations staff to improve performance•Manage special critical Cloud Operations programs asrequired. To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or abilityrequired. •Excellent communication skills, both written and oral •Technically-oriented aptitude to develop high-level expertise in business or corporateprocesses•Provenexperience in creating and documentingprocesses related to Service Management•10+years professionalexperience.•Minimum of 5years ofexperience working in IT operationsinfrastructure and / or customer or applicationsupport.•Minimum of 5years demonstrated managementexperience of ITSMprocesses and discipline.•ITIL Certification (Foundations certificate a must have), •ITI Certification (Expert Certification a plus).•Six Sigma Certification (Preferred).•Expert level proficiency in usingMS Office product especially Excel, PowerPoint and Word•Knowledge andexperience in developingreports and dashboards in Power BI, PowerPivot, Qlikview, or Tableau (Preferred)•Must possess hands onexperience working in InformationTechnology environments, competent and able toapply business operating system applications to retrieve, interpret, andreport relevant performance data and metrics.•Strong problem-solving and systems thinking abilities.•Excellent interpersonal skills such as providing constructive feedback, meeting facilitation, interviewing, training and delivering oral and writtenreports.•Demonstrated ability in leading and interacting with teams in separate geographiclocations.•Ability to work in a demanding anddeadline-driven environment •Self-starter with initiative to proactively identify and act upon opportunities without direction

Skills & Requirements

This position, under the leadership of the Director of Service Operations, will be responsible for the coordination of all IT Service Management (ITSM) disciplines and practices for the Cloud Operations organization. The Cloud Operations ITSM manager works across the different Cloud Operations teams as well as Engineering, QA, Customer Support and other teams focusing on service management, delivery processes, Performance Reporting and tracking, special programs management. The ITSM Manager will oversee the implementation and operation of the ITSM program, including the implementation of the ITIL (Information Technology Infrastructure Library) processes and procedures, measurement and controls of process performance. The ITSM Manager is also responsible for the management Cloud Operations Service Level Management, and the continual maintenance of an ITSM Service Catalog. • Development, implementation and maintenance of ITSM process as well as guiding and influencing the Cloud Operations Service Strategy. • Design, implement, measure, and improve IT Service Management framework, and processes, including incident and problem management; Service Request fulfillment; change and release management; and service catalog management. • Lead the effort of designing and implementing Problem Management process for Cloud Operations including (but not limited to) capturing of problems, RCA activities and long-term fixes for recurring incident. • Service Performance Management; Design, measurement, tracking and reporting KPIs, OLAs, Monitor performance trends and team best practices. • Provides regular feedback to stakeholders on delivery versus expectation • Continuous Service Improvement: ID opportunities to improve service, reduce demand, and/or increase capacity. • Partners with leadership to help define goals, objectives, and deliverables, to ensure effective, measurable, and sustainable service quality • Develop and manage Communication Strategy with key internal partners and stake holders. • Schedule and facilitate Post Incident Reviews following all major outages and service disruptions. • Service Catalogue maintenance, completeness, accuracy and optimization. Publish Catalog content, use instructions, and changes. • Provide process, performance and execution consulting and thought leadership to management team. • Advocates and drive compliance with policies and processes throughout the team. • Assist the team in the development and delivery of user training and reference materials. • Develop Key Performance metrics, management & operational reports to measure performance, process and individual effectiveness. • Leading and providing oversight to the cloud operations staff on a day-to-day basis • Coaching, training, and developing cloud operations staff to improve performance • Manage special critical Cloud Operations programs as required. To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. • Excellent communication skills, both written and oral • Technically-oriented aptitude to develop high-level expertise in business or corporate processes • Proven experience in creating and documenting processes related to Service Management • 10+ years professional experience. • Minimum of 5 years of experience working in IT operations infrastructure and / or customer or application support. • Minimum of 5 years demonstrated management experience of ITSM processes and discipline. • ITIL Certification (Foundations certificate a must have), • ITI Certification (Expert Certification a plus). • Six Sigma Certification (Preferred). • Expert level proficiency in using MS Office product especially Excel, PowerPoint and Word • Knowledge and experience in developing reports and dashboards in Power BI, PowerPivot, Qlikview, or Tableau (Preferred) • Must possess hands on experience working in Information Technology environments, competent and able to apply business operating system applications to retrieve, interpret, and report relevant performance data and metrics. • Strong problem-solving and systems thinking abilities. • Excellent interpersonal skills such as providing constructive feedback, meeting facilitation, interviewing, training and delivering oral and written reports. • Demonstrated ability in leading and interacting with teams in separate geographic locations. • Ability to work in a demanding and deadline-driven environment • Self-starter with initiative to proactively identify and act upon opportunities without direction