26 days old

Director - Business Service Manager, Tech-Ops & Safety

HDQ
Purchase, NY 10577
  • Job Code
    115607873

Overview

This position is responsible planning and overseeing the delivery of IT services to the Tech Ops (TO) and Safety business functions globally



Responsibilities

Work/Pipeline Management – Oversees the establishment and execution of projects and day-to-day work in a predictable and transparent manner supportive of clear communications, planning, tracking and resource allocation. Plans and then executes to plan allowing for the constraints of daily support
  • Development of the multi-year project list for budgeting purposes
  • Tracking and follow-up on project commitments made by the department
  • Governance of new requests, how they get into the pipeline and how they are communicated to stakeholders
  • Creation of requirements regarding day-to-day support by other IT support groups such as Tech Support
  • Completion of agreed work
  • Proactive management of precursor work, e.g., approvals, contracts, RFPs, other departments' work
  • Proactive resourcing and budgeting against work coming up
  • Negotiation of the requirements of a project between multiple departments

Service Management – Ensures the business receives the level and quality of service agreed and required in support of the smooth execution of its function

  • Maintenance and monitoring of open issues and requests for IT service on the part of the business
  • SLA monitoring to ensure IT is living up to its commitments
  • Analysis of incident data for root cause determination and reliability improvement
  • Service process development to ensure IT service delivery meets the business needs, e.g. PC deployment
  • Oversight of SOX-compliance for TO and Safety systems
  • Communicate the business impact of technology with regards to outages and new projects
  • Respond professionally under high-pressure, when systems are down and an immediate plan of action is needed

Business Improvement – Combines a detailed knowledge of the business and work processes with IT tools and techniques to identify and execute on opportunities to improve business functions and create better outcomes

  • Workflow analysis in support of business process improvement and as input to business requirements definitions
  • Mapping of data flows to ensure relational integrity of data sources and sinks in the business process and in support of data entered once and used everywhere it is needed
  • Understand a problem from the customer's perspective, and be able to synthesize a solution from existing and new technology
  • Sit at the table as part of the business team. Be aware of the challenges facing their operation and develop strategies for how IT can help. Communicate the state of the business back to the rest of IT to generally increase awareness

Strategy and Investment Planning – Understands that IT is a service delivery business requiring prioritization, preparation and investment

  • Development of a two or three year technology investment plan including known and newly identified projects, organized to deliver a constant stream of value.
  • Development of metrics (budget, savings, NPV) for existing and proposed projects to justify them
  • Anticipation of new technology and IT support needs based on business plans, strategies, changes to the infrastructure, business processes and emerging technologies

Leadership – Effectively motivates and coordinates others in the service of the business

  • Communication across the IT organization regarding the plans and needs of the business
  • Coordination and contracting with the other areas of IT to achieve a successful outcome
  • Capable of leading the architecture and design of new solutions or to determine root cause for problems
  • Demonstrate expertise in some aspect of technology, from programming, BI, networking, security, or system operations
  • Serves as a reference point and teacher to others
  • Maintains currency with the latest thinking and developments in the area
  • Effectively imparts skills to the rest of their organization so as to raise the capability of the entire group over time

Adherence to Compliance – Ensures we operate in a manner that not only complies with written policy but also embodies the intent to minimize the various risks inherent in running IT

  • Knows policies and works to develop and enforce them
  • Ensure projects adhere to company policies and procedures
  • Educates staff to policy existence and application
  • Assesses and improves processes associated with compliance
  • Addresses compliance issues when they arise and prevent recurrence
  • Institutes regular check points to validate compliance status
<br /><strong>Overview</strong><br /><br /> <p style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">This position is responsible planning and overseeing the delivery of IT services to the Tech Ops (TO) and Safety business functions globally </span></p> <br /><br /><strong>Responsibilities</strong><br /><br style="margin-bottom: .0001pt;" /><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Work/Pipeline Management </span></strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> Oversees the establishment and execution of projects and day-to-day work in a predictable and transparent manner supportive of clear communications, planning, tracking and resource allocation. Plans and then executes to plan allowing for the constraints of daily support</span> <ul> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Development of the multi-year project list for budgeting purposes</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Tracking and follow-up on project commitments made by the department</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Governance of new requests, how they get into the pipeline and how they are communicated to stakeholders</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Creation of requirements regarding day-to-day support by other IT support groups such as Tech Support</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Completion of agreed work</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Proactive management of precursor work, e.g., approvals, contracts, RFPs, other departments' work</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Proactive resourcing and budgeting against work coming up</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Negotiation of the requirements of a project between multiple departments</span></li> </ul> <p style="margin: 0px;"> </p> <p style="margin-bottom: .0001pt;"><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Service Management</span></strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> Ensures the business receives the level and quality of service agreed and required in support of the smooth execution of its function</span></p> <ul> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Maintenance and monitoring of open issues and requests for IT service on the part of the business</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">SLA monitoring to ensure IT is living up to its commitments</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Analysis of incident data for root cause determination and reliability improvement</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Service process development to ensure IT service delivery meets the business needs, e.g. PC deployment</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Oversight of SOX-compliance for TO and Safety systems</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Communicate the business impact of technology with regards to outages and new projects</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Respond professionally under high-pressure, when systems are down and an immediate plan of action is needed</span></li> </ul> <p style="margin-bottom: .0001pt;"> </p> <p style="margin-bottom: .0001pt;"><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Business Improvement</span></strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> Combines a detailed knowledge of the business and work processes with IT tools and techniques to identify and execute on opportunities to improve business functions and create better outcomes</span></p> <ul> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Workflow analysis in support of business process improvement and as input to business requirements definitions</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Mapping of data flows to ensure relational integrity of data sources and sinks in the business process and in support of data entered once and used everywhere it is needed</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Understand a problem from the customer's perspective, and be able to synthesize a solution from existing and new technology</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Sit at the table as part of the business team. Be aware of the challenges facing their operation and develop strategies for how IT can help. Communicate the state of the business back to the rest of IT to generally increase awareness</span></li> </ul> <p style="margin-bottom: .0001pt;"> </p> <p style="margin-bottom: .0001pt;"><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Strategy and Investment Planning </span></strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> Understands that IT is a service delivery business requiring prioritization, preparation and investment</span></p> <ul> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Development of a two or three year technology investment plan including known and newly identified projects, organized to deliver a constant stream of value.</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Development of metrics (budget, savings, NPV) for existing and proposed projects to justify them</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Anticipation of new technology and IT support needs based on business plans, strategies, changes to the infrastructure, business processes and emerging technologies</span></li> </ul> <p style="margin-bottom: .0001pt;"> </p> <p style="margin-bottom: .0001pt;"><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Leadership </span></strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> Effectively motivates and coordinates others in the service of the business</span></p> <ul> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Communication across the IT organization regarding the plans and needs of the business</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Coordination and contracting with the other areas of IT to achieve a successful outcome</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Capable of leading the architecture and design of new solutions or to determine root cause for problems</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Demonstrate expertise in some aspect of technology, from programming, BI, networking, security, or system operations</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Serves as a reference point and teacher to others</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Maintains currency with the latest thinking and developments in the area</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Effectively imparts skills to the rest of their organization so as to raise the capability of the entire group over time</span></li> </ul> <p style="margin-bottom: .0001pt;"> </p> <p style="margin-bottom: .0001pt;"><strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Adherence to Compliance </span></strong><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;"> Ensures we operate in a manner that not only complies with written policy but also embodies the intent to minimize the various risks inherent in running IT </span></p> <ul> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Knows policies and works to develop and enforce them</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Ensure projects adhere to company policies and procedures </span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Educates staff to policy existence and application</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Assesses and improves processes associated with compliance</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Addresses compliance issues when they arise and prevent recurrence</span></li> <li style="margin-bottom: .0001pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Institutes regular check points to validate compliance status</span></li> </ul> <img src="https://analytics.click2apply.net/v/z1N8m4HXl4WKH7oqibYW1"> <br/><br/><br /><strong>Qualifications</strong><br /><br /> <ul> <li style="margin: 0in 0in .0001pt 13.5pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Demonstrable track record of creating and managing the IT functions described above</span></li> <li style="margin: 0in 0in .0001pt 13.5pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Airline experience preferred, specifically, in the MRO and engineering areas</span></li> <li style="margin: 0in 0in .0001pt 13.5pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Five to eight years working experience</span></li> <li style="margin: 0in 0in .0001pt 13.5pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Must be well-suited for an entrepreneurial environment which is extremely fast paced with high rates of growth</span></li> <li style="margin: 0in 0in .0001pt 13.5pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Ability to lead and interact with all levels of the organization</span></li> <li style="margin: 0in 0in .0001pt 13.5pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Capable and willing to roll up his/her sleeves to accomplish what is necessary in a lean environment</span></li> <li style="margin: 0in 0in .0001pt 13.5pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Strong team, interpersonal and communication skills</span></li> <li style="margin: 0in 0in .0001pt 13.5pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Ability to be supportive and mentally tough</span></li> <li style="margin: 0in 0in .0001pt 13.5pt;"><span style="font-size: 10.0pt; font-family: 'Arial',sans-serif;">Degree required</span></li> </ul><p>PI115607873</p>

Categories

Posted: 2019-11-19 Expires: 2019-12-20

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Director - Business Service Manager, Tech-Ops & Safety

HDQ
Purchase, NY 10577

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast