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

WHAT ELSE?

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

ITIL Certification

Delta Air Lines develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being