IT Service Management Leader

3 weeks ago

Shelton, Connecticut, United States Hubbell Power Systems Full time
Job Overview

This role involves managing a diverse and global IT Service Delivery platform, requiring a strong focus on operations and support.

Implementing effective strategies to ensure that business operations have the capability and capacity to meet current and future business requirements related to IT End User Services (EUS) and overall IT Service Management for the entire Hubbell IT environment.

Accountable for ownership, planning, coordination, and managing the Hubbell ITSM Solution which handles all Incidents, Requests, & Changes within the business.

The role will manage service delivery to agreed targets, on time, on budget, and at quality of functionality, in coordination with internal and 3rd party project execution resources.

Responsible for interaction with functional/business unit leadership to help develop the Service Portfolio that aligns with the overall IT program/project portfolio and business objectives and priorities.

This includes coaching and leading service owners, managers, and IT Leaders on proper ITIL best practices, processes, and mindsets. The role will also support IT service management reporting to drive operational excellence for all IT functions.

Lead various IT end user services initiatives & projects as assigned.

Key Responsibilities:

  • Direct, manage, lead, and expand portfolio of the organization's Service Desk and ITSM Platform to meet business and IT goals within budget, on target, as projected.
  • Collaborates closely with business, IT, and Senior Leadership team to monitor the ITSM delivery according to agreed targets. Identifies potential risks, proposes mitigation actions, and is accountable for delivery of ITSM services. Centralized escalation point for ITSM and service desk issues needing resolution.
  • Collaboratively defines and ensures the installation, management, maintenance, and optimization of internal and cross-functional processes related to IT Service delivery and IT Service demand in relevant area of responsibility.
  • Responsible for creation and delivery of monthly metrics to Senior Leadership team. Ensures reporting to all stakeholders of performance metrics, deliverables, and Customer Satisfaction (CSAT) scores of the Service Desk & ITSM Solution.
  • Ensures that assigned projects are planned, executed, and delivered on time and on budget. Executes all actions in processes according to agreed RACIs specifications. Responsible for delivery and communication of assigned portfolio to all stakeholders in business units and head of integrated services group.
  • Owns, builds, and maintains strong relationships with Hubbell partners to ensure delivery of ITSM and EUS services and solutions as mutually agreed by the parties.
  • Manages and ensures delivery on designated IT projects and complies with given goals of the IT and other applicable Group Directives and Guidelines.
  • Act as a thought leader; leverage ITSM technology trends and industry best practices to drive innovation, speed of deployments, and cost effectiveness of Hubbell's ITSM environment.
  • Build an environment of trust and collaboration within IT infrastructure and the entire IT organization modeling our core values.
  • Drive for continuous improvements and automation in ITSM processes and technology to optimize efficiencies for Hubbell IT.
  • Involvement as a Major Incident Commander On Call rotation, tasked with identifying, monitoring, and driving resolution of major incidents in collaboration with technical teams while maintaining proper communications to relevant stakeholders across the Hubbell enterprise.

Requirements:

  • Bachelor's degree in Computer Information Systems (CIS/MIS) or IT technical field preferred.
  • Minimum 8 years ITSM/Service Desk leadership or management experience.
  • Minimum 4 years of End User Services operations and/or service delivery.
  • PMP, Scrum, or other project management certification preferred.
  • ITIL Certification required.
  • Demonstrated understanding of ITIL processes, strategies, and methods.
  • Cherwell & Ivanti experience, certifications, and knowledge preferred. ServiceNow experience acceptable.
  • Experience managing multiple stakeholders, teams, and business leadership.
  • Excellent time management and organizational skills and experience establishing guidelines in these areas for others.
  • Strong sense of personal accountability regarding decision-making and supervising department teams.
  • Experience with report generation and executive communications preferred.
  • Experience working in a high-level collaborative environment and promoting a teamwork mentality.
  • Experience in Escalation Management, Command Center Support, or other High Priority Incident Management
  • Experience applying analytical thinking and problem-solving skills.
  • Ability to predict challenges and seek to proactively head-off obstacles.
  • Information Technology knowledge and experience a plus, including Windows 10, Microsoft Cloud Services, Active Directory, TCP/IP Networks, Windows Server 2016/2019, Cisco HW/SW.

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