Triumph Group

Returning Candidate?

Senior Manager, IT Service Management Operations

Senior Manager, IT Service Management Operations

Requisition Number 
14965
Location 
US-TX-Arlington
# of Positions Remaining 
1
Position Type 
Full time
Experience (Years) 
10
Posted Date 
4/9/2018
Category 
Information Technology - All
Security Clearance Required? 
Unspecified
Shift 
1
Relocation 
No

More information about this job

Overview

Triumph Group designs, engineers, manufactures, repairs and overhauls a broad portfolio of aviation and industrial components, accessories, subassemblies, systems and aircraft structures. We partner with original equipment manufacturers (OEMs) and operators of commercial, regional, business and military aircraft worldwide, to provide products and services that solve their hardest problems. So whatever the part, component or complexity of assembly, Triumph is committed to quality, service and meeting the specialized needs of each customer.

 

Triumph participates at all levels of the aerospace supply chain – from single components, to complex systems, to aerospace structures and their contents. We provide solutions for the entire product life cycle of an aircraft – from raw material to aftermarket service. Our unique ability to integrate a broad range of products and capabilities is our competitive advantage.


 

Responsibilities

The Sr. IT Service Manager is a key individual on the Information Technology Leadership team. This person needs to establish strong relationships within the organization and be a very visible partner to the Business Unit IT Directors at Triumph. This includes the responsibility of managing all procedures related to the identification, prioritizing, and resolution of end user service requests and incidents, including the monitoring, tracking, reporting, analysis and coordination of essential functions. The Sr. ITSM Operations Manager also provides coaching and management of both strategic and tactical operations for service and change teams. This person will also be responsible to promote and champion adoption of ITSM throughout the organization as the Information Technology department undergoes a transformation.

  • Define, maintain and report on SLA compliance and service metrics
  • Oversee problem and knowledge management
  • Manages and maintains strategic initiatives ensuring forward progress to company and departmental goals
  • Design and enforce request handling and escalation policies and procedures
  • Provide timely communication to company and leadership of business impacting outages
  • Track and analyze trends in Service Desk requests, incidents and changes, working with appropriate departments to bring about problem resolution and root cause analysis
  • Develop various reports to support continuous improvement ideas and decisions
  • Identify, recommend, develop and implement end user training programs to increase self-sufficiency and satisfaction
  • Act as top technical resource for escalated issues from both internal corporate IT staff and end users
  • Assist in project design and scope of work creation for project
  • Project implementation -- Ability to serve as technical lead resource for various projects
  • The employee will be expected to perform other duties as assigned

#LI-KD1 

 

#GDOOR

Qualifications

  • Bachelor's degree in Computer Science or Information Technology field preferred or equivalent experience
  • ITIL Expert Certification, preferred
  • At least 10 years of IT experience with experience in service desk implementation and support in a multi-nation, multi-language enterprise environment.
  • Prior leadership experience
  • Working knowledge of a range of diagnostic utilities, and Service Desk ticketing systems
  • Demonstrated progressive experience in the management of a technical support team
  • Proven track record of developing and providing Service Level Agreements and Service Desk deliverables
  • Use of metrics data to identify common problems and perform root cause analysis to aid problem resolution
  • Maintaining standards and ensuring that they are adhered to, as well as pro-actively trying to add to these standards whenever possible
  • Working pro-actively and cooperatively to increase the capabilities of the support team
  • Ability to communicate business necessity of appropriate service and change management initiatives to support audit compliance requirements, such as SOX and confirm adherence
  • Ability to take initiative and move projects forward with limited direction
  • Detail-oriented with the ability to work in a fast-paced environment
  • Strong time management skills with the ability to manage multiple projects and deadlines
  • Ability to host ad hoc, and recurring meetings with leadership, and technical support teams
  • Strong interpersonal skills and ease with building/establishing rapport with an array of people and teams
  • Professional demeanor, goal-oriented, self-motivated, creative, flexible and adaptable to new situations
  • Ability to accommodate some travel