We are seeking an experienced Information Technology leader with Operations and Delivery experience to drive implementing and support of new capabilities aligned to service monitoring, availability and health. Aligned with the 24×7 operating environment, this role will broker the implementation and management support of a new Operating Model across the service desk and command center space. Success for this position is measured in the delivery of Operations capability, developing strong technical acumen within the team and driving iterative improvement,
Engage in the design and implementation of the roadmap to transform Service Desk operations
Work across functional teams, design, implement and maintain critical procedures utilized by Service Desk, Major Incident and IT Operations functions
Lead the Global Service Desk which touches all functional areas of IT and the end-users of Alstom
End to end responsibility for support delivery, driving escalations, investigation and resolution of incidents, ensuring outage updates are timely and of sufficient quality
Provide recommendations on troubleshooting and other technology improvements to quickly resolve incidents, ensuring infrastructure and application stability
Manage relationships with Business Partners in the Regions to promote a strong partnership and alignment
Continuous development & daily management of service quality, focused on increasing customer satisfaction via reduced Meantime to Restore Service, increased data quality and comprehensive notification
Manage all procedures related to identification, prioritization, and resolution of incidents and requests, including the monitoring, tracking and coordination of Service Desk functions
Utilize continuous improvement methodologies (e.g. ability to quantify impacts, customer first, waste elimination, increased productivity, iterate quickly, shorten feedback loop, experience creating relevant KPIs) to improve the service delivery
Accomplish financial objectives by determining service level required; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective action.
Maintain communications and coordination between internal and external services providers in order to maintain situational awareness
Work with management team to promote the up-skilling of talent, and drive a positive culture aligned to our corporate values
Foster relationships with key customers, infrastructure teams and end users becoming a champion of end-user satisfaction.
Provide amazing experiences to both internal and external customers by seeing the big picture, understanding needs and tying them to results, and driving value
Demonstrate a positive mindset, high levels of character and integrity, and a keen awareness of continuous improvement
Advise and collaborate with others to develop strong, positive working relationships across all levels of the organization to drive success of projects and efforts
Offer creative, innovative, data-based solutions by focusing on forward progress and creativity, even when working through complex, often competing needs
Foster the highest level of commitment among our people through transparent communication about business challenges, successes and results.
Create an environment which encourages people to think, behave, take action, control work and make decisions autonomously to attain clear goals.
Take personal responsibility for making tough decisions, meeting commitments and ensuring expected results are achieved.
15+ years of relevant experience being a Sr Manager and domain owner within IT Operations.
Demonstrable experience providing leadership and strategic vision within area of responsibility
Track record working with IT Executives, exhibiting composure, credibility, and technical acumen
Experience in ITIL Foundations with subject matter expertise in Event, Incident, Problem, and Change Management processes
Strong analytical skills with the ability to synthesize the ecosystem and relationships of various IT technologies for the delivery of business services
Detail oriented, knowing how to drive change to promote order, control and consistency into an Operations environment
We believe that a diverse and inclusive workforce is a lever to running a sustainable and successful business. We are dedicated to creating an inclusive environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected.
Job Segment: Manager, Change Management, Management