Sr Staff Technical Program Manager, Service Delivery - Secaucus, United States - ZT Systems

Description

About the Role

The Sr. Staff Technical Program Manager (Service Delivery) will manage IT functions to ensure high-quality service delivery and align processes with ZT Systems' needs. The Service Delivery role establishes and manages governance, serves as the main contact for IT services, and ensures resolution of conflicts and issues while maintaining agreed-upon service levels. The Service Delivery role establishes governance, manages service frameworks, serves as the primary contact for IT services, resolves conflicts, and maintains agreed-upon service levels.

What You Will Do

• Manage the end-to-end IT service management and operations that include, but not limited to IT demand management, IT change management, problem management (root cause analysis and postmortem), and incident management.

• Manage and implement ITIL methodologies to support the delivery of IT services in an enterprise environment, including service improvements and operational excellence plans, IT and end-user training, and serve as an intermediary between IT and the business/end-users

• Build and establish relationships with all business departments and other enterprise IT teams in executing IT service delivery mechanisms, meeting service level agreements, and resolving service delivery issues across services within the operations portfolio.

• Lead continuous service improvement initiatives to enhance services provided by IT operations through utilizing international IT standards and best practices.

• Develop, drive, and deliver an IT service management framework with processes that align with the overall IT department goals and strategy (policies, procedures, SLAs, guidelines, etc.) while building a culture of customer service.

• Perform gap analyses on business and IT processes to improve and deliver better outcomes for the business and IT.

• Ensures all documentation is properly updated and approved.

• Develops and maintains knowledge base, FAQ's, tutorials, help guides, and other educational/training material for end-users.

• Increases visibility and communication between the IT service delivery teams, business stakeholders, IT leadership, and other IT support staff by articulating them in ways that are clear for the business and IT.

• Stays informed of industry and regulatory changes impacting IT service management and updates the processes, policies, and/or guidelines accordingly.

• Develop and produce health/KPI reports (annually, semi-annual, quarterly, monthly, daily).

• Lead the process of certification/recertification activities related to IT service management compliance.

What You Bring

• Bachelor's degree in business, information science, engineering, or a related discipline is required. A master's degree in business, information science, engineering, or a related discipline is preferred.

• 12+ years of professional experience with a minimum of 8+ years of experience leading IT service management in a complex/enterprise environment with a global footprint (preferably in a manufacturing setting).

• Experience with IT Service Management applications, including but not limited to ServiceNow, Jira, etc.

• ITIL v3, v2011, or v4 Foundation certification required. ITIL Managing Professional (MP), Strategic Leader (SL), and/or Practice Manager (PM) certification preferred.

• Knowledge and understanding of IT functions and data center operations, including:

• Security concepts - security tools, compliance and standards, data and network security, incident response, pen testing, threat intelligence
• Networking architecture - firewalls, routers, switches, WAN, LAN, WLAN, unified communications
• Systems/storage architecture - VMs, physical servers, storage devices, Microsoft and third-party applications

• Exceptional oral, technical writing, presentation, and interpersonal skills.

• Self-starter, analytical thinker, and problem solver, with a continuous improvement mindset

• Enthusiastic and accountable, coupled with a commitment to quality and customer service.

• Strong people and leadership skills with the ability to think strategically and understand both the big picture as well as the details to support IT and the business.

• Self-motivated professional able to be flexible and adapt to changing priorities while working in a fast-paced environment and able to manage time effectively to ensure deadlines are met.

• Detail-oriented with strong organizational and multitasking abilities.
About ZT Systems

At ZT Systems, you'll get to do work you are proud of alongside smart, passionate people. Every day, there are opportunities to collaborate with the best in the industry to design, build, and deliver impactful solutions to world-class customers. Along the way, you will gain hands-on experience in a face-paced environment that's challenging, rewarding, and career-defining.

A culture built around our values we work hard and think fast. We view challenges as opportunities-to do better, push harder, and be faster than we were the day before. When we fail, we learn from it and move on together. And when we succeed, we use the momentum to go even further. We create value with everything we do, building the foundation of today-and transforming the future of tomorrow.

Join ZT Systems and help us build technology infrastructure that connects the world.

What We Offer

When you join ZT, you'll enjoy a range of world-class, inclusive employee benefits designed to grow with you and our company. From competitive compensation to 401K matching to comprehensive health & wellness programs and tuition reimbursement, ZT Systems offers industry leading benefits packages for eligible employees designed to help you get the most out of life.

ZT Group Int'l. is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. ZT Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.