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Services Manager, Global Client Services
NBC Universal
Universal City, CA, United States
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About Us
NBCUniversal is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. NBCUniversal owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
Summary:
The Services Manager is responsible for providing the means to measure and improve all Global Client Services offerings by defining and implementing IT Service Management best practices. Leads the design and sustainable implementation of a defined and consistent IT Service Management framework in order to provide the maximum value to Service Consumers as well as enable the decision making levers Senior Leadership requires to make informed decisions about those Services.
Services Manager Responsibilities:
• Lead the design and sustainable implementation of the portfolio and process standards across Global Client Services.
• Develop quality metrics for Service Management process lifecycle management, analyze data and implement quality improvements
• Create an environment of accountability through process definition and controls
• Responsible for IT Service Management process engineering and workflow design
• Service Design package creation of the Client Services portfolio
• Collaborate with various stakeholders including Service Delivery leads and subject matter experts
• Provide IT Service Management best practices coaching to Client Service management teams
• Enable Senior Leadership with ability to maintain greater oversight and control over Client Service Portfolio
Additional Responsibilities:
• Develop Continual Service Improvement Plans for Global Client Service Portfolio
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and develop a strong understanding of business needs in terms of Global Client Services
• Coordinate and participate in monitoring, review, and auditing processes related to Service Management
• Ensure service related documentation is accurate and kept up-to-date at all times
• Interface with Business and Internal IT teams to ensure Client Service Portfolio meets the expectations of the business, is scalable and supportable.
• Drive the execution of the Continual Service Improvement Plan
STRATEGY
• People; ensure Global Client Services Management teams are aligned with IT Service Management best practices
• Services; Define and document the services that are offered to our Business Stakeholders to ensure the value is realized.
• Process; Create standardized Standard Operating Procedures to be applied across the Service Portfolio
• Technology; work to ensure IT Service Management platforms are efficiently utilized to capture Service Management related data
• Educate internal constituents on Service Delivery strategy and drive top of mind awareness within the BTGs.
Qualifications/Requirements
• Minimum 10 years of Information Technology experience; Minimum 7 years professional experience in IT Service Management
• Bachelor’s degree from an accredited college or university or equal job related experience
• High degree of knowledge in industry standards, specifically related to areas defined in: ITIL, Lean Six Sigma, COBIT, ISO 20000; experience working with ServiceNow is required
• Strong analytical skills that include the ability to collect and interpret complex data sets for the purpose of identifying trends and recommending actions
• Demonstrated ability to identify, communicate with, and elicit the support of other problem process participants and experts whose advice and/or assistance may be needed to achieve problem resolution
• Excellent communicator and creative thinker, with an ability to use data to inform all decisions.
• A passion and strong understanding of the industry and our business' mission.
• Strong analytical skills and experience with reporting and data analysis, and a desire to improve processes.
• Ability to manage multiple projects at the same time in a fast paced environment.
• Professional, cooperative and positive attitude.
• Drive to learn, develop skills and grow as a professional.
• Agile, resourceful and thoughtful.
Desired Characteristics
• ITIL v3 Certified
• Strong understanding of IT Service Management Best practices and metrics required to drive decisions
• Strong experience creating workflow and implementing IT management governance controls.
• Linear-oriented thinker who can operate within a large organization and has a proven ability to get things done while managing multiple projects simultaneously
• Strong organizational, project management, analytical and research related skills
• Detail oriented with positive energy
• Strong interpersonal skills - with the ability to work with interdepartmental teams and external clients
• Thorough knowledge of Microsoft Word, PowerPoint, Excel, and Visio