Company:
ICONMA, LLC
Location: Warren
Closing Date: 28/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
One of our Automotive clients is looking for an experienced IT Program Manager – 8 in Warren, OH
Description:
Qualifications:
The Service Delivery and Integration Manager will be an effective leader and communicator overall.
She/he will be a proven team leader, able to conceptualize, plan, document, and communicate efficiently.
Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degrees or certifications are a plus.
Proven experience (7 years) in ITSM configuration management, CMDB management, and process design.
In-depth knowledge of ITIL practices, specifically Configuration Management and related processes.
Strong understanding of IT assets (hardware and software) and service relationships within a CMDB context.
Experience with ITSM tools and CMDB platforms (ServiceNow)
Excellent analytical, problem-solving, and communication skills.
Ability to collaborate effectively with cross-functional teams and stakeholders.
Strong organizational skills and attention to detail.
ITIL Foundation certification is highly preferred.
The role of the Service Delivery and Integration Manager (SDIM) is to ensure effective, integrated IT service for assigned sites.
This position is responsible for managing the delivery of day-to-day Client operational support and end-to-end management of minor enhancements working with IT staff, SIAM and Performing Service Provider (PSP) resources.
The site-specific services include integrated applications, hosting, end-user computing, network and security services.
This position will work closely with the Client Strategy Team and SIAM to maintain effective working relationships with the local business clients at the site, country, and region levels.
In support of the Client Enterprise Operating System, (Client EOS) this position will have a series of actions and outcomes required to achieve the divisions’ or enterprise desired capability level.
Making the Client EOS the IT systems and service capability framework will ensure that our clients’ business objectives are achieved and accomplished in a manner that is both predictable and measurable.
To match the ongoing business needs of our clients and achieve a higher degree of client intimacy, this position will support the establishment and execution of a performance management capability that delivers the right level of IT and client collaboration to solve performance outages and deliver required business capabilities.
The Service Delivery and Integration Manager (SDIM), reports directly to the IT Operations Manager for their respective region.
SDIM Overall Responsibilities:
Primary responsibilities of this position relate to integrating the day-to-day IT activities to ensure the delivery of services, developing and maintaining client relationships locally, and for managing requests for minor enhancements. The individual who fills this role is responsible for managing outcomes and results, improving the overall delivery of IT services, and for enhancing our clients’ use of enabling technologies.
The responsibilities for this position include:
Manage integrated IT services for their assigned sites, working with Performing Service Provider (PSP) resources—coach, counsel and mentor suppliers as required to provide effective integrated services
Understand, for each business unit, what their overall business plans are and the role each site has in achieving those objectives
For each critical system at a site, understand the business requirements and manage the delivery of services to meet expectations
Develop strong collaborative IT, SIAM, Performing Service Provider (PSP) and business working relationships to ensure effective IT services
Engage IT strategic teams to manage business client operational escalations.
Note that this refers to operational escalations that have been assigned and not those that have been deemed ‘a project’
Establish and maintain regular communications with business clients regarding local IT service activities
Ensure effective local/assigned site IT change management execution, following the ITIL framework and Client/SIAM standards and processes, including coordination of local maintenance windows and IT Solution Delivery scheduling considerations –
Note that this will activity is expected to take place following the Change Management/CAB process.
Understand the local and regional legal requirements and, on behalf of the client, act as the focal point for the execution of queries, audit, and other formal governance processes
Provide local support for Business Continuity and Disaster Recovery Planning, coordination and testing activities, as requested
Support other IT teams with local insights into service delivery performance, recommendations for improvements and execution of agreed actions
Support IT financial processes for provisioning of services, including creation of purchase requisitions, purchase orders, appropriation request approvals, invoice review and approval, and invoice payment performance
Process local standard IT requests, such as eRequest order approvals, as required
May perform tasks for any PSP, on behalf Client – with limited scope. Example: Physical support for Disaster Recovery
Provide responses to site questionnaire for their responsible sites
Troubleshooting as needed
Local site communication of new products – examples, PC Refresh, O365
Provide input/direction related to site safety, and access procedures as well as locations within the facilities (ie. Server rooms, device storage, etc.)
Working Closely with the Service Integration and Management (SIAM) Team the SDIM will contribute in the following areas for their site, as needed:
Contribute to the managing of Service Requests and Managed Requests, including request initiation, requirements, approval, prioritization, scheduling and execution
Contribute to the maintenance of the demand forecast for Service Requests and Managed Requests
Support prioritization of IT services work within the assigned sites
Work with SIAM for effective problem management activities
Work with SIAM team in areas involving incident management, communication to IT and business leadership, status reviews, root cause analysis approvals and follow-up actions
If requested or assigned, manage business escalations to resolve IT operational issues and incidents and business client complaints.
Note that this would typically involve 1 PSP. Multiple PSP escalations would typically be addressed by SIAM processes.
Contribute to the analysis of the metrics provided by the PSPs for service delivery effectiveness, as required by the underlying contract and Client Satisfaction Surveys, and as otherwise appropriate
Recommend improvement actions
Contribute to invoice review and invoice payment performance
Work with SIAM to ensure that IT PSPs are performing to contractual deliverables at the sites
Working with SIAM, develop and deploy local IT service improvements according to global best practices
Change Management Activities:
Participate in the regional Change Approval Board (CAB) meeting
Conduct expedited approval process for urgent / emergency changes
Support the maintenance of the Global Site List (GSL) and business site contact information required for IT services at assigned sites
Support and attend, as requested, applicable and appropriate, Internal management meetings or other similar forums
Assist and coordinate Third Party Providers, hardware providers, Software providers and Customer Groups, as needed for facilities related work requests and Projects – for the assigned sites
Provide local cultural, physical impacts, business awareness and information to SIAM processes
Obtaining Internal Client interaction requirements and providing this information to the applicable Process owner(s)
Note that this scope is limited to Service Requests or Incidents. Project-related requirements would be addressed by BRM/BSM team.
Obtaining issue handling and escalation requirements from Internal Clients and providing to the applicable Process owner(s)
Note that this activity would be in close collaboration with the SIAM team and following defined escalation procedures (SIAM and Client).
Service Concierge Role:
If an SDIM is also responsible for carrying out the Service Concierge Role.
Service Concierge is expected to Contribute to the following activities:
Aligning Technology Roadmap (Business Architect is Accountable)
Gathering Requirements (Business Analyst is Accountable)
Producing Architecture Doc & ROM (Business Architect is Accountable)
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
Description:
Qualifications:
The Service Delivery and Integration Manager will be an effective leader and communicator overall.
She/he will be a proven team leader, able to conceptualize, plan, document, and communicate efficiently.
Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degrees or certifications are a plus.
Proven experience (7 years) in ITSM configuration management, CMDB management, and process design.
In-depth knowledge of ITIL practices, specifically Configuration Management and related processes.
Strong understanding of IT assets (hardware and software) and service relationships within a CMDB context.
Experience with ITSM tools and CMDB platforms (ServiceNow)
Excellent analytical, problem-solving, and communication skills.
Ability to collaborate effectively with cross-functional teams and stakeholders.
Strong organizational skills and attention to detail.
ITIL Foundation certification is highly preferred.
The role of the Service Delivery and Integration Manager (SDIM) is to ensure effective, integrated IT service for assigned sites.
This position is responsible for managing the delivery of day-to-day Client operational support and end-to-end management of minor enhancements working with IT staff, SIAM and Performing Service Provider (PSP) resources.
The site-specific services include integrated applications, hosting, end-user computing, network and security services.
This position will work closely with the Client Strategy Team and SIAM to maintain effective working relationships with the local business clients at the site, country, and region levels.
In support of the Client Enterprise Operating System, (Client EOS) this position will have a series of actions and outcomes required to achieve the divisions’ or enterprise desired capability level.
Making the Client EOS the IT systems and service capability framework will ensure that our clients’ business objectives are achieved and accomplished in a manner that is both predictable and measurable.
To match the ongoing business needs of our clients and achieve a higher degree of client intimacy, this position will support the establishment and execution of a performance management capability that delivers the right level of IT and client collaboration to solve performance outages and deliver required business capabilities.
The Service Delivery and Integration Manager (SDIM), reports directly to the IT Operations Manager for their respective region.
SDIM Overall Responsibilities:
Primary responsibilities of this position relate to integrating the day-to-day IT activities to ensure the delivery of services, developing and maintaining client relationships locally, and for managing requests for minor enhancements. The individual who fills this role is responsible for managing outcomes and results, improving the overall delivery of IT services, and for enhancing our clients’ use of enabling technologies.
The responsibilities for this position include:
Manage integrated IT services for their assigned sites, working with Performing Service Provider (PSP) resources—coach, counsel and mentor suppliers as required to provide effective integrated services
Understand, for each business unit, what their overall business plans are and the role each site has in achieving those objectives
For each critical system at a site, understand the business requirements and manage the delivery of services to meet expectations
Develop strong collaborative IT, SIAM, Performing Service Provider (PSP) and business working relationships to ensure effective IT services
Engage IT strategic teams to manage business client operational escalations.
Note that this refers to operational escalations that have been assigned and not those that have been deemed ‘a project’
Establish and maintain regular communications with business clients regarding local IT service activities
Ensure effective local/assigned site IT change management execution, following the ITIL framework and Client/SIAM standards and processes, including coordination of local maintenance windows and IT Solution Delivery scheduling considerations –
Note that this will activity is expected to take place following the Change Management/CAB process.
Understand the local and regional legal requirements and, on behalf of the client, act as the focal point for the execution of queries, audit, and other formal governance processes
Provide local support for Business Continuity and Disaster Recovery Planning, coordination and testing activities, as requested
Support other IT teams with local insights into service delivery performance, recommendations for improvements and execution of agreed actions
Support IT financial processes for provisioning of services, including creation of purchase requisitions, purchase orders, appropriation request approvals, invoice review and approval, and invoice payment performance
Process local standard IT requests, such as eRequest order approvals, as required
May perform tasks for any PSP, on behalf Client – with limited scope. Example: Physical support for Disaster Recovery
Provide responses to site questionnaire for their responsible sites
Troubleshooting as needed
Local site communication of new products – examples, PC Refresh, O365
Provide input/direction related to site safety, and access procedures as well as locations within the facilities (ie. Server rooms, device storage, etc.)
Working Closely with the Service Integration and Management (SIAM) Team the SDIM will contribute in the following areas for their site, as needed:
Contribute to the managing of Service Requests and Managed Requests, including request initiation, requirements, approval, prioritization, scheduling and execution
Contribute to the maintenance of the demand forecast for Service Requests and Managed Requests
Support prioritization of IT services work within the assigned sites
Work with SIAM for effective problem management activities
Work with SIAM team in areas involving incident management, communication to IT and business leadership, status reviews, root cause analysis approvals and follow-up actions
If requested or assigned, manage business escalations to resolve IT operational issues and incidents and business client complaints.
Note that this would typically involve 1 PSP. Multiple PSP escalations would typically be addressed by SIAM processes.
Contribute to the analysis of the metrics provided by the PSPs for service delivery effectiveness, as required by the underlying contract and Client Satisfaction Surveys, and as otherwise appropriate
Recommend improvement actions
Contribute to invoice review and invoice payment performance
Work with SIAM to ensure that IT PSPs are performing to contractual deliverables at the sites
Working with SIAM, develop and deploy local IT service improvements according to global best practices
Change Management Activities:
Participate in the regional Change Approval Board (CAB) meeting
Conduct expedited approval process for urgent / emergency changes
Support the maintenance of the Global Site List (GSL) and business site contact information required for IT services at assigned sites
Support and attend, as requested, applicable and appropriate, Internal management meetings or other similar forums
Assist and coordinate Third Party Providers, hardware providers, Software providers and Customer Groups, as needed for facilities related work requests and Projects – for the assigned sites
Provide local cultural, physical impacts, business awareness and information to SIAM processes
Obtaining Internal Client interaction requirements and providing this information to the applicable Process owner(s)
Note that this scope is limited to Service Requests or Incidents. Project-related requirements would be addressed by BRM/BSM team.
Obtaining issue handling and escalation requirements from Internal Clients and providing to the applicable Process owner(s)
Note that this activity would be in close collaboration with the SIAM team and following defined escalation procedures (SIAM and Client).
Service Concierge Role:
If an SDIM is also responsible for carrying out the Service Concierge Role.
Service Concierge is expected to Contribute to the following activities:
Aligning Technology Roadmap (Business Architect is Accountable)
Gathering Requirements (Business Analyst is Accountable)
Producing Architecture Doc & ROM (Business Architect is Accountable)
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
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