Manages the end-user services environment across Delta Air Lines. Ensures that overall services and the service levels are maintained and continually improved. Works to ensure that problems with the day-to-day delivery of services are minimized.
Provide leadership, oversight, governance and strategic direction related to the End User Computing IT services. This will include overall vision, strategy and plan creation and management for services within this environment. Will own the architecture and governance of the End User Computing technical domain and will participate in this work within the broader IT organization. Manage the day to day activities of the environment to ensure customer satisfaction with technology. Ensure that designs and support solutions are established to ensure a high degree of efficiency while providing optimum flexibility to meet user needs. Technology domain includes all customer facing systems including mobile devices, laptops, desktops, and virtual client application delivery solutions. Key activities: Understand the business and customer needs to introduce solutions that solve business problems Lead the evaluation and selection of End User Computing services products Work closely with enterprise architecture to ensure alignment plans Ensure that industry best practices are incorporated into standard solutions delivered within Delta Embrace and implement standard configuration and change management processes and practices. Lead the resolution of incidents, problems, changes, release management, efforts to ensure high levels of customer service and satisfaction Collaborates across IT and business teams to ensure client satisfaction Manages service delivery performance through SLAs and other key performance metrics Drives adoption of CMMi or similar metrics to demonstrate continuous improvement and alignment with the industry
WHAT ARE WE LOOKING FOR? / WHAT EXPERIENCE DO YOU NEED? 10+ years of Information Technology leadership experience Management of budgets in excess of $5M Management of cross functional, sourced, or matrixed teams 5+ years in End User Computing management role Strong understanding of ITIL v3 Framework Experience with outsourced support structures and governance Excellent communication skills Solid financial and business management capabilities including ROI analysis and business case development