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14 days ago
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Service Catalog and Showback Manager


Delta Air Lines
Location: Atlanta
Job type: Contract/Locum
Contact: No Name
Category: Senior Manager
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Service Catalog and Showback Manager

Requisition #: 264609

Atlanta, GA


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.

Service Catalog and Showback Manager

Requisition #: 264609

Atlanta, GA


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.

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