Major Job Functions
Service Operation Responsible for owning and driving the following across the organization :
Service Level Management
Oversee and lead team responsible for global ITIL processes, including Event Management, Incident Management, Request fulfillment, Problem Management, Service Level Management and Availability Management, working with senior BU stakeholders to ensure the services continue to meet business needs.
Owns the definition, creation, introduction and management of ITIL practices.
Change agent committed to continuous process improvement, productivity, and automation across team.
Identifies area for process improvement including automation of services.
Drive global audit deliveries to ensure services meet client and internal audit.
Initiate on-going ITSM efforts to simplify interactions between all relevant groups.
Work with relevant teams to implement cross-functional services and workflows.
Work with all relevant groups and leadership to develop policies and rules of engagement.
Discover, clarify and formalize existing services and processes.
Develop and document process for updating or making changes to existing services.
Develop process for defining new services.
Ensure multiple perspectives are represented in the definition and evolution of services, including customer / business, client, support, client representatives, and ITSM teams.
Review and report on IT Service performance, metrics, operational issues.
Identify IT Service needs and opportunities based on customer outreach, service performance, metrics, operational issues or emerging or unmet needs.
Define strategy and process to both employees and support teams to ensure consistent understanding of the services under management.
Direct the day-to-day ITIL life-cycle process consultation and support with the ability to balance formal process definitions with realistically achievable goals.
Partner with the leadership team that designs and implements ITSM and supports the operation of end-to-end IT services and IT processes to ensure alignment of ITSM goals and integration of service workflow and process, where appropriate.
Promote ITSM governance structure with representatives from each of the major functional / technical areas that support or provide the service.
Recognize potential strategic application of evolving technologies and initiates and manages investigation and development of innovative methods, practices and technology, to benefit Experian.
Play an active and dynamic role in improving the interface between all interested parties, facilitating knowledge flow to enable sharing and development of creative ideas.
Brings about significant improvements and measurable business benefits by identifying, proposing, initiating and leading enhancements to existing approaches or significant programs of improvement.
Maintains knowledge of the internal and external technology environment and the value that EITS and technology bring to Experian and BU’s external clients, and drives this understanding within team.
Applies knowledge and provides input to senior management to develop policies and procedures that affect departmental operations and may impact other functional areas.
Escalation point for issue resolution, acts with integrity and a sense of urgency. Makes decisions in context, seeing implications for the bigger picture.
Collaborates with other internal organizations for large projects, and facilitates cross-functional problem solving activities.
Change agent committed to continuous process improvement, productivity, automation and quality mindset across team. Plans, staffs, reviews and organizes subordinate supervisor or staff assignments for a team within a department;
allocates management and supervisory responsibilities where appropriate. Establishes goals to meet objectives with strong focus on objective setting, accountability, and outcomes over tasks;
maintains high standards for excellence and challenges team to deliver at that level leading with passion and vision. Provides ongoing leadership, coaching, mentoring, training, professional development and support to achieve organization objectives.
Responsible for formal processes including staff salary planning, personnel actions, and performance management process.
Manages departmental financial and operational goals and objectives through subordinate supervisors and staff. May participate with senior management in the development of department budget as well as operational goals and objectives.
Researches and reviews information in area of project expertise to identify the best application of technology.
Knowledge, Experience & Qualifications
Bachelor's Degree in business administration, information technology, or related field required.
5+ years people managing experience
Ability to multi-task, problem-solve, and effectively communicate in a challenging, fast-paced environment
Ability to translate your skills to other employees through training and mentoring
Diligent and proactive results-driven personality
Dependable and committed to quality delivery and meeting business needs
Strong organizational and interpersonal skills and ability to prioritize workload
Effectively manage multiple tasks and situations for timely resolution.
Experience working with operations and business teams to communicate problem impacts and to understand business requirements.
Experience communicating cross-functionally and across management levels in formal and informal settings
Experience managing teams in a high pressure IT environment
Proven skills in leadership development and team building
Facilitates availability and optimum utilization of resources, leveraging agile approaches as appropriate. Supervises workflows and establishes processing or project priorities.
Ability to create efficiencies and repeatable, automated processes.
Delivers KPI data showing speed to market supporting data plus productivity metrics
Willingness to travel