Service Operations Manager, Digital Command Center

This position is a Service Operations role within the Digital Command Center (DCC) that will support the following areas in Service Operations: Major Incident Management, Change Management, Incident Management, Problem Management, Continuous Service Improvement, Event Management, ITSM projects and Operational Service Metrics.

This role reports into the Senior Manager, Digital Command Center (DCC).

**RESPONSIBILITIES/PRINCIPAL DUTIES (Essential Functions)**
- Drive all Major Incidents through resolution focusing on increasing customer satisfaction via reduced Meantime to Repair. Partner with business to understand impact of Major Incidents. Facilitate workarounds with the goal of restoring service.
- Demonstrate “command and control’ of Major Incidents bridges, engaging and directing the necessary resources to facilitate timely restoration of service.
- Capture key data points related to restoration of service to support the Problem Management process. Provide regular stakeholder communications through the lifecycle of the incident.
- Subject matter expert and champion for the Change Management, Configuration Management, Problem Management and Incident Management processes for DCC operations.
- Partner with the global Change Management, Configuration Management, Incident Management and Problem Management Teams to drive best practices, global alignment with documented processes, and define and monitor benchmarks to improve supported services.
- Drive collaboration efforts with leadership to assist in projects and follow up on reliability issues, pain points.
- Identify, deliver, and measure process optimization opportunities. Partner and collaborate with global process leads to ensure DCC is prepared for new and modification to key processes (operational readiness).
- Proactively Identify monitoring improvement opportunities and partner with tools team to fill gaps discovered during Major Incident management.
- Work with AI Ops team to identify automation opportunities with the goal of reducing Major Incidents cycle time.
- Daily governance of PRB ticket data quality. Oversee the process around PRB review and closure.
- Drive continual service improvement leveraging operational metrics
- Manage relationships with senior global business and technology management as well as other team members.
- Proactively identify opportunities for service improvements; directly address and eradicate unacceptable levels of service for our customers and ourselves.
- Maintain industry best practice framework, process, and tool knowledge
- Interact with other teams in other sectors to help drive outages and service improvements.

This is a 12hr day shift position (3-4 days’ work week)

**Qualifications**:
**EDUCATION REQUIREMENTS**
- Bachelor’s degree or equivalent experience
- ITILv3/4 Foundations certification is preferred

**EXPERIENCE REQUIREMENTS**
- At least 8 years of strong Operational and Technical experience with focus on Service Operations, preferably in a global infrastructure enterprise.
- Strong interpersonal & relationship skills, ability to develop others, and general leadership qualities with an eye towards continuous improvement and adding value to the business.
- Strong planning, organizational, and leadership skills, including the ability to mobilize and motivate teams, set direction and approach, resolve conflict, deliver tough messages with grace, and execute with limited information and ambiguity.
- Strong understanding of cloud based ITSM/ITIL tools.
- Strong experience on wide range of IT infrastructure - Cloud ( On Premise, AWS, Azure, GCP), Server (Windows, Linux, and HP-Unix, VMWare etc.), Network (Cisco, LAN, WAN, MPLS etc.), Storage (HP/EMC, Hitachi etc.), Database (SQL, Oracle, Sybase) and SAP technologies.
- Demonstrate an ability to operate in ambiguous situations and provide advice to support complex cross functional issues and challenging deliverables.
- Ability to inspire confidence, influence others, and communicate effectively to senior technology leadership.
- In-depth understanding of Priority Matrix, Service Level Agreements, and Support matrixes and demonstrate commitment to Service Management (ITIL) disciplines (Service Desk, Incident Management, Problem Management, Change Management, Event Management, Continuous Service Improvement)
- Excellent written/verbal communication skills.
- Able to communicate technical terms into business term language for better clarity for the wider audience.
- Other duties assigned by Senior Management, as and when required.