Senior Manager of IT Operations

2 days ago


Fountain Valley, California, United States Hyundai Autoever America Full time

About the Role

This Senior Manager of IT Operations will be responsible for leading a team of IT professionals in delivering exceptional service to internal and external clients. The ideal candidate will have experience in ITIL v3/v4 Foundation or higher certification and 10+ years of experience in Service Management.

Responsibilities:

  • Team Leadership & Management: Lead and manage the IT Service Management Team, providing guidance and support to ensure high levels of performance and professionalism.
  • Account Administration: Oversee the creation, management, and deactivation of user accounts across various systems and applications.
  • Onboarding/Offboarding: Manage the IT onboarding and offboarding process for new employees, ensuring they receive necessary tools and access to perform duties effectively.
  • Service Desk Operations: Oversee Service Desk performance, ensuring best practices are followed in incident management, problem management, and request fulfillment.
  • Change Control Administration: Manage the Change Access Board to ensure proper grading and duration of change submissions.
  • Incident Management: Apply predefined grading matrix for unplanned incidents and drive mobilization of internal and external SME talent.
  • Continuous Improvement: Identify opportunities for process improvements within IT Service Management and lead service projects to implement new technologies, tools, or procedures.

Requirements:

  • B.S./B.A degree in IT, Computer Science, Business, and related fields or equivalent experience.
  • ITIL v3/v4 Foundation or higher certification.
  • 10+ years of experience in Service Management.
  • 5+ years of management experience in at least 3 areas of expertise.
  • Familiarity with IT Svc Mgmt (ITSM) tools such as ServiceNow, Zendesk or similar platforms.

Salary Range: $132,620 - $189,640 per year.



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