This is a great opportunity for an industrious problem solver with a strong technology and service catalog management background to become part of a tight-knit team working to scale and support: i) an increasing and diverse scope of service offerings; ii) expanding company business lines and iii) a global IT presence and infrastructure. We require an individual with a tremendous amount of initiative, solid organizational skills and the desire to work in an innovative, entrepreneurial environment and grow within a growing business.
*****This position can be based in Atlanta or Minneapolis******
YOUR RESPONSIBILITIES IN THIS ROLE
- Be responsible for supporting the management of technologies across the IT department Duties will include but not limited to: - Service Catalog - Incident/Change/Crisis Management - Service Fulfillment - Time reporting - Drive implementation of the service management strategy and associated business processes across the IT organization - Responsible for incorporating new services into the service catalog and service delivery model - Liaise with the Management accounts team to report and understand the IT cost in each of the business units - Liaise between Business and IT departments in identifying the value of IT costs incurred as a result of business decisions made - Provides management for standard services (e.g., ensures continuous technical improvement) - Work with Service Desk Provider Operations Team Members to maintain and improve service levels and customer satisfaction. - Monitors and reports on service delivery metrics and overall performance - Coordinates planned changes with customers, change management and operations. - Maintains relationships with technical teams, IT, and business partners
WHAT ARE WE LOOKING FOR? / WHAT EXPERIENCE DO YOU NEED?
- 7+ years' proven work experience with IT Service Management in an enterprise environment in delivering and maintaining the company's IT services - Strong leadership and management record having created a positive, highly energized performance climate with clear points of accountability - Must be analysis-oriented, enjoy work with new tools, and be a self-motivated learner - Experience of COGNOS, Tableau or similar applications - Ability to succeed in fast paced environments at a high-growth company; is comfortable with tight timelines and possesses a sense of urgency - Ability to find creative solutions to problems combined with a willingness to do what's necessary to ensure timelines & goals are met - Strong organization skills, project management skills, strong technical knowledge, excellent oral and written communication skills, and solid presentation skills. - Strong technical documentation skills - Ability to quickly learn new technologies and keep abreast of the latest technological advances
WHAT ELSE? - ITSM Platform administration certification or relevant experience desired (ServiceNow strongly preferred) - Application Portfolio management and Project portfolio management experience would be desirable - Ability to translate business requirements into designs that can be related back to business stakeholders - Ability to work with external vendors' operations teams (manage vendor, commercial skills) - Ability to manage teams across multiple locations
Delta Air Lines develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.