Triumph Group, Inc. Senior Manager, IT Service Management Operations in Arlington, Texas
Triumph Group designs, engineers, manufactures, repairs and overhauls a broad portfolio of aviation and industrial components, accessories, subassemblies, systems and aircraft structures. We partner with original equipment manufacturers (OEMs) and operators of commercial, regional, business and military aircraft worldwide, to provide products and services that solve their hardest problems. So whatever the part, component or complexity of assembly, Triumph is committed to quality, service and meeting the specialized needs of each customer.
Triumph participates at all levels of the aerospace supply chain – from single components, to complex systems, to aerospace structures and their contents. We provide solutions for the entire product life cycle of an aircraft – from raw material to aftermarket service. Our unique ability to integrate a broad range of products and capabilities is our competitive advantage.
The Sr. IT Service Manager is a key individual on the Information Technology Leadership team. This person needs to establish strong relationships within the organization and be a very visible partner to the Business Unit IT Directors at Triumph. This includes the responsibility of managing all procedures related to the identification, prioritizing, and resolution of end user service requests and incidents, including the monitoring, tracking, reporting, analysis and coordination of essential functions. The Sr. ITSM Operations Manager also provides coaching and management of both strategic and tactical operations for service and change teams. This person will also be responsible to promote and champion adoption of ITSM throughout the organization as the Information Technology department undergoes a transformation.
Define, maintain and report on SLA compliance and service metrics
Oversee problem and knowledge management
Manages and maintains strategic initiatives ensuring forward progress to company and departmental goals
Design and enforce request handling and escalation policies and procedures
Provide timely communication to company and leadership of business impacting outages
Track and analyze trends in Service Desk requests, incidents and changes, working with appropriate departments to bring about problem resolution and root cause analysis
Develop various reports to support continuous improvement ideas and decisions
Identify, recommend, develop and implement end user training programs to increase self-sufficiency and satisfaction
Act as top technical resource for escalated issues from both internal corporate IT staff and end users
Assist in project design and scope of work creation for project
Project implementation -- Ability to serve as technical lead resource for various projects
The employee will be expected to perform other duties as assigned
Bachelor's degree in Computer Science or Information Technology field preferred or equivalent experience
ITIL Expert Certification, preferred
At least 10 years of IT experience with experience in service desk implementation and support in a multi-nation, multi-language enterprise environment.
Prior leadership experience
Working knowledge of a range of diagnostic utilities, and Service Desk ticketing systems
Demonstrated progressive experience in the management of a technical support team
Proven track record of developing and providing Service Level Agreements and Service Desk deliverables
Use of metrics data to identify common problems and perform root cause analysis to aid problem resolution
Maintaining standards and ensuring that they are adhered to, as well as pro-actively trying to add to these standards whenever possible
Working pro-actively and cooperatively to increase the capabilities of the support team
Ability to communicate business necessity of appropriate service and change management initiatives to support audit compliance requirements, such as SOX and confirm adherence
Ability to take initiative and move projects forward with limited direction
Detail-oriented with the ability to work in a fast-paced environment
Strong time management skills with the ability to manage multiple projects and deadlines
Ability to host ad hoc, and recurring meetings with leadership, and technical support teams
Strong interpersonal skills and ease with building/establishing rapport with an array of people and teams
Professional demeanor, goal-oriented, self-motivated, creative, flexible and adaptable to new situations
Ability to accommodate some travel
Requisition Number: 14965
Security Clearance Required?: Unspecified
External Company Name: Triumph Group, Inc.
External Company URL: www.triumphgroup.com
Street: 1401 Nolan Ryan Expressway