Manager, Engineering Programs

Your day-to-day role:

• SMO Governance: Lead the Service Management Office (SMO), establishing and maintaining the governance framework for the SMO, including roles, responsibilities, and implementation of a comprehensive strategy for continuous service improvement within the IT organization, aligned with business goals and objectives.
• Service Delivery Management: Oversee the delivery of IT services in accordance with service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs), Host monthly and quarterly operational/business reviews, and drive initiatives to improve service quality, efficiency, and customer satisfaction.
• Process Optimization: Review, refine, and optimize service management processes and procedures, including service request/delivery management, incident management, problem management, change management, to enhance efficiency and effectiveness.
• Tooling and Automation: Identify opportunities to leverage technology and automation to streamline service management processes, improve visibility and reporting, and enhance the user experience.
• Service Delivery Management: Oversee the delivery of IT services in accordance with service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs), Host monthly and quarterly operational/business reviews, and drive initiatives to improve service quality, efficiency, and customer satisfaction.
• Process Optimization: Review, refine, and optimize service management processes and procedures, including service request/delivery management, incident management, problem management, change management, to enhance efficiency and effectiveness.
• Tooling and Automation: Identify opportunities to leverage technology and automation to streamline service management processes, improve visibility and reporting, and enhance the user experience.
• Knowledge Management: Establish knowledge management practices and systems to capture, share, and leverage best practices, lessons learned, and knowledge assets across the IT organization.
• Continuous Improvement: Drive a culture of continuous improvement within the SMO and across the organization, fostering innovation, collaboration, and accountability to drive positive change and enhance service delivery.
• Stakeholder Engagement: Engage with key stakeholders across the organization to gather feedback, assess needs, and prioritize improvement initiatives based on business impact and value.
• Team Leadership: Lead and develop a team of service management professionals, providing guidance, coaching, and support to foster their growth and success within the organization.

What you need to bring:

• Bachelor's degree in Information Technology, Business Administration, or related field; Master's degree preferred.
• Proven experience (8+ years) in service management roles, with a focus on IT service delivery, process optimization, and continuous improvement.
• Strong understanding of IT service management frameworks and methodologies such as ITIL, COBIT, or ISO/IEC 20000.
• Experience implementing and managing service management tools and platforms, such as ServiceNow,
• Excellent leadership and team management skills, with the ability to motivate and inspire cross-functional teams to achieve common goals.
• Strong analytical and problem-solving abilities, with the ability to analyze complex issues, identify root causes, and develop practical solutions.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels of the organization.
• Relevant certifications such as ITIL Expert, Certified Service Management Professional (CSMP), or Project Management Professional (PMP) are highly desirable.