Delta Air Lines, Inc. IT SERVICE MANAGEMENT ADVISOR in United States
This is an exciting new role at Delta Air Lines for a IT Service Management Advisor to champion the IT service management process improvements and solution implementations across the enterprise. As and subject matter specialists, this role advises the IT Operations and Management teams on various aspects of ITSM process and technology solutions.
YOUR RESPONSIBILITIES IN THIS ROLE
Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives
Provides input into the design of the procedures, tools or organization and assists in the development of ITSM solutions by providing specialized expertise as required
Provides consultative and facilitation support to the implementation of process improvements, tools design and integrations
Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with ITSM Services
Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics
Co-ordinate inter-process changes with process owners
Ensure alignment of ITSM solutions to provide required capabilities in support of Delta's IT Operations, and business needs
Create and maintain the catalog description of existing services offered by Delta
Formulate, agree and maintain an appropriate SLM structure for the Service Delivery
Ensure appropriate OLAs/SLAs in place to support any new services
Analyze, review actual service performance against SLAs and OLAs. Report service performance to IT Executives
WHAT ARE WE LOOKING FOR? / WHAT EXPERIENCE DO YOU NEED?
Ability to define guidelines for support groups to recognize high impact issues to be addressed by priority
You're knowledgeable and experienced in implementation of various leading practices across all disciplines of ITIL
Excellent knowledge of IT systems and tools, and must be able to analyze and assess problem situations as they arise in order to plan, design, and implement suitable solutions.
Able to motivate the team in implementing process changes
Executive presence and a demonstrated ability to advise senior leadership.
Excellent communication skills
Effective leadership, consulting, facilitation, consensus building, conflict resolution, and negotiation and team-building skills are an asset
Ability to multi-task and work in a fast-paced environment
Ability to multitask and adapt quickly to emerging technologies.
Designing, developing, and implementing ITIL systems or processes with a particular emphasis on ITIL Service Life Cycle processes
Delta Air Lines develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being