Ethix Solutions Incorporated is the leader in the field of information technology (IT) consulting and solutions. With a national presence in most major cities throughout North America, Ethix Solutions has the reach to deliver IT services in virtually any major metropolitan area in the US.  Ethix Solutions works with a large and select group of growth companies in numerous vertical markets ensuring our consultants have only the “cream of the crop” opportunities to choose from.

With a wealth of experience in Information Technology Recruiting, Ethix Solutions has expertise in virtually all technology disciplines. Please send your resume to resumes@ethixsolutions.net to be considered for this opportunity.

Summary: 

The Senior Manager of Service Excellence will be responsible for enabling and improving the quality and efficiency of IT Operations for North America.  The Senior Manager will provide vision and change leadership through collaboration with cross-functional groups working closely application, infrastructure and other operations groups.  Thorough understanding of IT services, IT Operations, and program management disciplines is required.  Advanced knowledge of IT asset management, service management and supporting tools is required.  This individual should also be an exceptional communicator, thought leader and change agent.  Demonstrated technical expertise, problem solving, negotiation skills and project management discipline is required.    Travel up to 20% may be required.

Duties and Responsibilities:

IT Services

• Provide a common framework and process engineering support for the following processes:
• Change Management
• Incident Management
• Asset Management
• Problem Management
• Serve as process owner and management support for the following processes:
• Change Management
• Asset Management
• Provide strategy, implementation and administration support for IT Operations improvement and optimization programs.

Administrative

• People management
• Financial Management
• IT Continuity
• Vendor relationship and asset management

Requirements:

Education:             

·       College degree majors: Information Systems, Computer Science

·       Bachelor of Science or equivalent experience

·       Advanced degree preferred: Information Systems, Computer Science

·       Master of Science or equivalent experience preferred

·       ITIL, Kepner-Tregoe or Six Sigma certifications are desirable preferred

·       PMP certification desirable preferred

Experience:   

·       10+ years relevant IT experience

·       5+ years experience leading IT Service Management capabilities

·       5+ years experience developing and managing IT metrics programs

·       5+ years project/program management experience

Knowledge/Skills/Abilities

Process Discipline

• Incident Management
• Change Management
• Problem Management
• Configuration Management
• Asset Management

Metrics and Reporting

·       Conversant with current best practices, industry developments and trends for IT Operations. 

·       Experience with the following (or comparable) tools required:

o      Remedy, Crystal Reports, SQL Reports, Sharepoint

Communication & Commitment

• Verbal and Written Communication – Exceptional skill with the ability to present technical topics to technical and non-technical audiences, scaling from engineer/developer to executive management.
• Command Skills – Relishes leading;  takes unpopular stands if necessary; encourages direct and tough debate but is not afraid to end it and move on; is looked to for direction in a crisis; faces adversity head on; energized by tough challenges.
• Drive for Results – Sets aggressive goals for the organization, and pushes through obstacles to achieve them; models the effort and focus needed; champions and drives operational excellence.
• Peer Relationships – Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

·       Builds Effective Teams – Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

• Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and users it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Ethics and Values – Adheres to an appropriate and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches.
• Conflict Management – Steps up to conflicts, seeing them as opportunities; read situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.
• TQM/ Re-engineering – Is dedicated to providing the highest quality products and services which meet the needs and requirements of internal and external customers; is committed to continuous improvement through empowerment and management by data; is willing to re-engineer processes from scratch; is open to suggestions and experimentation; creates a learning environment leading to the most efficient and effective work processes.
• Manage Vision and Purpose – Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; crease mileposts and symbols to rally support behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organizations.
• Motivating Others – Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person’s hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.