Bridgestone Americas, Inc. - Nashville, TN, United States
5 days ago
Bridgestone Americas, Inc. - original job
The IT Service Manager will lead the
development and continuous improvement of robust, ITIL compliant
processes for consistent Services Management across BSA IT. This
teammate will partner with all stakeholders to identify key performance
metrics and targets for IT Operations that will enable effective
measurement and governance of IT services delivery and support
continuous process performance.
ESSENTIAL RESPONSIBILITIES:
Facilitate the development of Service Level Agreements between IT functions and between IT functions and the businesses to enable effective governance of IT Operations. Aid in negotiation and/or renegotiation of service level agreements, interfacing with various department managers and business customers.
Develop capabilities to enable monitoring, measurement and reporting of IT performance against targets and Service Level Agreements. Responsible for the production of timely and accurate reporting—both ongoing and exception.
Collaborate with Infrastructure Operations and Client Services organizations to select, acquire and implement tools for monitoring infrastructure performance and automating Services Management.
Work with external service providers / outsourcers, the Vendor Management organization and internal stakeholders to facilitate the development of processes and procedures for managing and governing the relationship between BSA IT and the external providers.
Participate in external service provider selection, as appropriate, and negotiate service levels with external service providers.
Manage operational service level delivery by external service providers and ensure accountability for results.
Other duties as required.
Requirements
REQUIRED:
BA/BS degree or equivalent in an IT or business related discipline.
7-10 years professional IT work experience, preferably within a large company.
Experience in multiple IT operations disciplines including services, infrastructure and applications.
Broad familiarity with IT Services Management process frameworks including ITIL and COBIT.
Ability to build effective work rapport with others and strong teambuilding skills.
Strong customer service orientation.
Able to work effectively in a matrix organization and achieve results through others.
Requires well-developed communication skills and the ability to maintain positive and cooperative working relationships with IT Operations teams and Business Unit/Functional leaders.
Strong negotiation and conflict resolution skills.
Must have excellent judgment, leadership and presentation.
DESIRED:
BA/BS degree in an IT or business related discipline or equivalent experience / advanced degree desired.
10 years professional IT experience, preferably within a large company.
Experience in multiple IT operations disciplines including services, infrastructure and applications.
Experience working with and managing External Services Providers.
ITIL certification highly desirable.
Demonstrated success in development and deployment of ITIL processes in a complex IT organization.
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ESSENTIAL RESPONSIBILITIES:
Facilitate the development of Service Level Agreements between IT functions and between IT functions and the businesses to enable effective governance of IT Operations. Aid in negotiation and/or renegotiation of service level agreements, interfacing with various department managers and business customers.
Develop capabilities to enable monitoring, measurement and reporting of IT performance against targets and Service Level Agreements. Responsible for the production of timely and accurate reporting—both ongoing and exception.
Collaborate with Infrastructure Operations and Client Services organizations to select, acquire and implement tools for monitoring infrastructure performance and automating Services Management.
Work with external service providers / outsourcers, the Vendor Management organization and internal stakeholders to facilitate the development of processes and procedures for managing and governing the relationship between BSA IT and the external providers.
Participate in external service provider selection, as appropriate, and negotiate service levels with external service providers.
Manage operational service level delivery by external service providers and ensure accountability for results.
Other duties as required.
Requirements
REQUIRED:
BA/BS degree or equivalent in an IT or business related discipline.
7-10 years professional IT work experience, preferably within a large company.
Experience in multiple IT operations disciplines including services, infrastructure and applications.
Broad familiarity with IT Services Management process frameworks including ITIL and COBIT.
Ability to build effective work rapport with others and strong teambuilding skills.
Strong customer service orientation.
Able to work effectively in a matrix organization and achieve results through others.
Requires well-developed communication skills and the ability to maintain positive and cooperative working relationships with IT Operations teams and Business Unit/Functional leaders.
Strong negotiation and conflict resolution skills.
Must have excellent judgment, leadership and presentation.
DESIRED:
BA/BS degree in an IT or business related discipline or equivalent experience / advanced degree desired.
10 years professional IT experience, preferably within a large company.
Experience in multiple IT operations disciplines including services, infrastructure and applications.
Experience working with and managing External Services Providers.
ITIL certification highly desirable.
Demonstrated success in development and deployment of ITIL processes in a complex IT organization.
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Bridgestone Americas, Inc. - original job
