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Manager of IT Service Management
1 month ago
Company Summary DISH, an EchoStar company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products and now we are building America’s First Smart Network™. Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile and GenMobile. Department Summary Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our people play vital roles in connecting consumers with the products and platforms of tomorrow. Job Duties and Responsibilities Key Responsibilities: Responsible for leading a team of professionals in the areas of Change, Problem, DevOps/Software Configuration Management, and ITSO Metrics Create an environment that supports customer self-service and automation of routine service requests Foster continuous service delivery optimization and improvement Develop self-auditing and compliance capabilities around ITSO procedures Develop and implement a strategy and roadmap for organizational excellence in the application of ITSO services, procedures, and tools Oversee the process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams Develop performance measures and consistently report metrics to IT Services Leadership team 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 Provide direction and goal setting on strategy and operations Provide tactical and strategic recommendations based on ITSO key performance measures Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization Establish and run Advisory Group reviews with stakeholders Mentor service and process managers on ITSO concepts May be responsible for on-call duties and response to emergencies on-site as needed Building and setting up new development tools and infrastructure Understanding the needs of stakeholders and conveying this to developers Working on ways to automate and improve development and release processes Testing and examining code written by others and analyzing results Ensuring that systems are safe and secure against cybersecurity threats Identifying technical problems and developing software updates and ‘fixes’ Working with software developers and software engineers to ensure that development follows established processes and works as intended Planning out projects and being involved in project management decisions Hire and Train employees to be successful Craft communications possibly to leadership and the entire company Other related duties as assigned Skills, Experience and Requirements Education and Experience: BA/BS or MA/MS preferred plus 4-8 years of progressively related experience Experience with code repository management, code merge and quality checks, continuous integration, and automated deployment & management using tools like Jenkins, SVN, Git,Team Foundations Server, Artifactory, ServiceNow or similar technologies Experience Managing a team of IT professionals Skills and Qualificiations: Designing Change Control processes in a large enterprise Designing Problem Management processes in a large enterprise Ability to present key metrics to senior management Excellent communication skills Ability to effectively deliver information at executive levels and the entire organization Salary Ranges Compensation: $96,250.00/Year - $130,000.00/Year Benefits We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits . The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled. We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer - Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. DISH is committed to a workforce where everyone's opportunities are limitless. Consistent with this commitment, DISH will endeavor to provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to the employee or others, or is otherwise not required by law.
