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Manager, Service Integration

Company: Blue Star Partners, LLC
Location: Columbus
Posted on: August 17, 2019

Job Description:

The Manager, Service Integration is a senior member of the IT Services Tower, responsible for managing any and all operational aspects of NiSource Computing environment in conjunction with Service providers and other Technology Tower Leads. Candidate should have managerial and technical IT Operations experience as well as planning and execution experience. Candidate should also have a proven track record that demonstrates the sense of urgency and commitment required for managing a 247 operating environment, and a proven track record of managing and developing employees. Key outcomes for success include Deliver efficient and effective management of IT Operation Services including Help Desk, Incident, Problem, Change, Asset, Configuration, Knowledge Management disciplines. Manage and inspire the team and Service Providers to maintain focus on the services, metrics and continuous improvements in processes, technologies and skills. Essential Responsibilities Provide oversight of ITSM Tool and integration with Service Management process (i.e. ServiceNow). Oversee, manage and monitors the delivery of integrated IT solutions to ensure that SLA's and OLA's meet or exceed defined expectations. Forecast and manage departmental, vendor and projectIT Resource budgets. Support long range plan development. Identify opportunities to improve service agility and cost, and create plans to implement approved improvements. Solves problems throughout and drives improvement. Ability to develop and sustain solid working relationships with stakeholders across departments and vendors. Create a team structure that supports a safe and inspiring environment. Provide feedback to employees, available for mentoring as needed and be a role model Continually improve and enforce IT operation policies and procedures Perform oversight of cross-provider Change and Problem Management integration functions, including Change Advisory Board and Problem Management Review meetings Participate in and lead 24x7 on-call rotation for Major Incident Resolution, specifically to provide oversight and guidance to Service Providers for technical resolution, and communicate to impacted Business Partners Executive Level Management Drive improvement results in process and technologies by working closely with Enterprise Architecture evaluating, recommending new technologies, and deploying best practices and industry standards. In conjunction with Service Governance and Technology Tower Leads provide accurate forecasting of budgets as appropriate. Schedule expenditures, analyze variances, and take corrective action as necessary Develop business case justifications and costbenefit analysis for Operations spending and initiatives Provide management summary information by collecting and analyzing trends such as capacity, response time, incident rate etc. Lead efforts in demand prioritization, tracking, and management within IT Services Effectively communicate with Service Providers, sub-contractors, providing guidance and direction to ensure timelines and deliverables meet or exceed business partner needs Define, communicate and educate others with newmodified service management process areas such as Incident, Problem, and Change etc. Perform appropriate duties associated with management reporting, presentations, and status updates. Schedule, prioritize and communicate change activities in the IT computing environment. Ensure changes applied to production environments meet the operational expectations. Collaborate cross-functionally to design improved infrastructure and operations support processes. Drive management and organizationally driven initiatives that contribute to long-term operational excellence. Work with end users, network administrators, systems analysts, and software engineers to assist in resolving Incidents, identifying root causes and action plans Professionally develop self and staff by seeking out educational opportunitiesknowledge transfer keeping abreast of professional standards and publications maintaining personal networks and participating in professional organizations Ensure each process is well documented and the documentation is readily accessible Key Activities Deliverables ServiceNow integration with core IT processes Integrated change problem incident processes On-going continuous improvement in processes tools Selection Criteria Bachelor's Degree in Computer Science or similar, Masters preferred 7+ years providing technical support in a call center, Data Center, service desk or other operations and 5+ years managing direct reports Experience in developing and presenting materials (i.e. incidentspost incidents root cause analysis and corrective actions) to management and Executive Levels Demonstrable experience designing, documenting and implementing services consistent with best practice service and operations management standards such as ITIL Experience maintaining a complex network infrastructure and recommending improvements Ability to challenge and debate issues of importance to the organization Ability to analyze situations from several points of view, and influencepersuade others with details and facts Prior experience on project teams managing complex infrastructure or software development projects Excellent verbal and written communications skills Exceptional analytical, conceptual, and problem-solving abilities Strong relationship management skills, i.e. collaboration, negotiation, communication, organization, people management, and conflict resolution skills. Ability to interpret guidelines and analyze factual information to adaptmodify processes in response to changing circumstances Ability to adapt well to change in direction and priority in a fast-paced and deadline-oriented environment Ability to work in a 24x7 operating environment and on-call rotation Familiarity with the Energy Industry is preferred

Keywords: Blue Star Partners, LLC, Columbus , Manager, Service Integration, Executive , Columbus, Ohio

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