Manager, End User Experience
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Principle Responsibilities (essential job duties and responsibilities):
- Oversee the operations of a global, follow the sun Service Provider Support team including review/approval of processes and work instructions for incoming requests, and ensuring all work is delivered on time and in a customer friendly way. This includes the Service Desk, End User Computing, Mobility, and Collaboration Services teams as well as part of the Cross Functional team.
- Defines global IT processes for Service Desk, End User Computing, Mobility, and Collaboration services and holds third party teams accountable through regular meetings with the subordinate managers on the vendor’s teams.
- Service as Product Owner for our ServiceNow ITSM ticketing system and end user Portal.
- Analyze data around support service delivery, identify trends, exposure GAPs, identify repeat issues, and drive NMG and Service Partner team members to improvements using TQM techniques.
- Work closely with Service Partner management personnel and direct reports to ensure alignment on all developing issues and coordination of knowledge transfer for all related support activities. Review/Approve Knowledge Management articles for areas and processes of responsibility.
- Act as first point of management escalation for all associate issues around end user and desktop support performance. Meet regularly with IT leadership in partnership with Service Provider management personnel to provide updates on Service Delivery metrics and outstanding issues; identify, analyze, document, recommend, and implement areas for services provided in assigned areas of responsibility.
- Act as first point of contact for Service Provider management escalation for all assigned support area teams. Meet with IT Leadership as required to drive responses to escalated issues impacting Service Providers’ ability to deliver contracted services.
- Oversee a contracted Service Provider responsible to establish and maintain process and procedure to manage global IT software and hardware inventory. Develops and manages logistics around the assignment, repair, and replacement of IT assets for new and existing employees to include loaner equipment as required. That also ensures accurate tracking of all end-user and mobility IT equipment
- Ensure dentification, analysis, testing, recommendation, and implementation of new/emerging technologies and desktop Images within the end-user computing environment.
- Oversee a performance measurement framework and facilitate a feedback system for Service Provider teams on issues such as customer service, communication, and technical skills to enhance the quality of support delivered on an ongoing basis.
- Act as Process Owner for assigned ITIL/ITSM areas of Service Operations including Service Request/Catalog, Incident Management, Problem Management, Change Management, Service Asset and Configuration Management and Event/Major Incident Management (MIM).. This includes the review and approval of processes, work instructions, and Metrics reporting performed by assigned Service Provider personnel.
Experiences:
- ITIL/ITSM process knowledge
- IT experience operating with multiple locations and time zones
- Experience working in an outsourced IT environment coordinating work through a Service Provider
- Familiarity with contract and vendor management processes
- Experience driving CSI opportunities from a data driven, TQM, Lean, etc. model
- Experience delivering OCM communications around IT activities including different mediums like emails, slide decks, and presentations
- Strong interpersonal and communication skills with the ability to communicate technical verbiage to a non-technical audience
- Experience evaluating and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
- Ability to anticipate and identify potential issues for consideration and raise them in a clear and concise manner along with recommendations for potential solutions
- Proactively identify improvement opportunities and be an ambassador to the IT community
- Ability to work with multiple cultures
- Excellent technical, organizational and management skills
Minimum Qualifications:
- 10 years in IT with 3 or more years in a management/leadership capacity
- A minimum of 2 years in a manager role within a service delivery or related role
Preferred Qualifications:
- ITIL/ITSM and/or Process improvement training or certifications
- 5 plus years in a Service Desk support environment
- 5 plus years End user computing strategy/deployment experience
Education:
Bachelor’s degree in IT, Business Administration, related field or equivalent experience