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Senior Manager, Asset & IT Construction - New York New York
Company: Disability Solutions Location: New York, New York
Posted On: 04/30/2024
ABOUT THIS ROLE This role provides senior leadership to lead a strategic vision for service management across Peloton. Develop and execute new initiatives through staff to enable all Peloton team members to do their best work every day. This position will be responsible for championing best practices and managing a team to develop service management governance and processes based on ITSM constructs. Direct responsibilities include management of the broader service management processes and product owners of tools, ensuring that services are seamlessly provisioned to customers, and having an extremely strong focus on holistic Service Continuous Improvement. This role is responsible for leading the definition of services through Service Catalog Management, the definition of service agreements through Service Level Management, the creation of service knowledge through Service Knowledge Management, and the preparation and adoption of products and services through Service Transition Planning and Support capabilities. YOUR DAILY IMPACT AT PELOTON - Oversee the enterprise service management function and ensure alignment with the organization's overall objectives and strategies
- Responsible for overall Service Management strategy, roadmap, and leading core projects and initiatives to support (e.g., JSM migration, Moveworks implementation) across all Peloton service teams (IT, People, Finance, Workplace, etc.)
- In partnership with other team members, define IT Service Management (Service Catalog, Request management, SLAs, Governance, reporting, Case Management, Knowledge Management, Incident (SLA/SLOs, Major Incident support), Problem (RCAs, Knowledge management), Asset, Change Management (CMDB, Service dependencies, IT comms), etc.
- Build a world-class team of professionals to drive and execute the enterprise service management vision and leverage the appropriate platforms (JSM, Confluence and Moveworks) to drive the digital transformation of service delivery (define roles and responsibilities, etc.)
- Establish a strong ITSM governance body, centralizing and elevating service standards for core service management processes and tools
- Own and manage the IT Service Catalog and Knowledge products, ensuring that services are seamlessly provisioned to customers, and having a focus on holistic Service Continuous Improvement
- Lead product strategy, planning, requirement gathering, and product deployments for Enterprise Service Management and other Atlassian workplace tools
- Establish a customer self-service and automation mindset throughout IT and throughout the entire organization and drive the adoption of service management and operational best practices
- Act as the voice of the customer/employee and translate vision and ideas to features
- Develop and own standards and framework for ITSM governance, and implement and maintain a process governance structure aligned to global standards
- Work with stakeholders, and the ITSM dev team to prioritize, plan and execute work while balancing technical enhancements, tech debt management, and new feature development
- Simplify the service desk agent experience, elevating service transparency, and driving quality improvement goals across enterprise service delivery teams
- Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
- Oversee the process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
- Provide strategic recommendations based on ITSM key performance measures
- Interface with other service management teams to ensure collaboration and coordinated strategy to meet service management goals and objectives
- Manage departmental budgets and forecast appropriately
- Service Catalog Management
- Design, build, publish, and govern the IT Service Catalog providing information about available services while providing for an optimized, efficient customer experience
- Identifies and evaluates Service Catalog and Knowledge new features and emerging capabilities, advocating for those that will most benefit the organization financially and operationally
- Completes regular reviews of the Service Catalog with stakeholders to ensure relevance to business needs and requirements
- Service Transition and Support
- Forges close partnerships with IT teams and business units to ensure a collaborative and coordinated strategy to understand the collective vision to bring value to the company.
- Ensures Service Management processes enable service agility.
- Assists in training of Service Catalog and Knowledge capabilities and features.
- Develop self-auditing and compliance capabilities around ITxM procedures.
- Service Continuous Improvement
- Integrates a Continual Improvement Register (CIR) for tracking and vetting improvement opportunities, integrating into ServiceNow Idea and Demand Management.
- Continuously and proactively streamlines and improves the ServiceNow customer experience.
- Participates in IT Service Management program / project review meetings to assess problem areas and suggests corrective actions.
- Identifies opportunities to improve services
- Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
- Establish and run service management Community of Excellence
- Own continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders
- Knowledge Management
- Enables and governs the Knowledge product (Confluence) facilitating consistent and fast resolutions of customer issues and needs, boosting self-service capabilities, and promoting knowledge sharing
- Identifies knowledge gaps and champions new Knowledge content across the IT organization
- As Knowledge product content steward, track Knowledge usage and quality trends
- As knowledge management practice owner, responsible for establishing, maintaining, and improving the effective, efficient, and convenient use of information and knowledge across our global organization.
- Enable and governs the Knowledge product facilitating consistent and fast resolutions of customer issues and needs, boosting self-service capabilities, and promoting knowledge sharing
- IT Asset Management
- Software asset management: process of reducing, documenting, and controlling total IT costs. In short, SLM is a plan to help you monitor and maintain all your organization's various software licenses.
- making sure end users are appropriately licensed
- process standards - we make sure don't waste money and buy the right types of licenses
- Incident, change and problem management
- Manage and implement the Incident Management and Change Management processes. Ensure effective management for incidents and restoration of IT services as quickly as possible. Ensure standardized methods and procedures are used for efficient and prompt handling of all changes to the IT infrastructure. Ensure the best possible levels of service support to maintain quality.
- Develop and own incident process and governance
- Develop and own incident process and governance
- Build robust Problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through
- Drive adoption and adherence of incident, change, and problem management processes
- Manage the problem management process to determine and eliminate the root causes of problems in order to minimize the impact to business.
- Review problem trends and drive for continuous improvement YOU BRING TO PELOTON
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