What are the responsibilities and job description for the IT Operations Manager (ITIL) position at PSEG?
Requisition ID: 72066
Job Function/Category: Information Technology
Employment Type: Exempt Full Time
This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey. PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.
Consistent with our core commitment of safety, PSEG has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of hire employment. "Full vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a disability can request a reasonable accommodation.
Job Summary
The Technology Operations Manager will be responsible for creating roadmaps and building programs for IT Service Management while also providing technical leadership to align IT operations to meet business needs. The Manager will oversee the delivery of IT Service Management inclusive of Service Desk and IT Command Center services. The Manager will need to constantly seek feedback from users across the organization and ensure the appropriate support model is in place to meet enterprise requirements and support SLAs. This role has overall responsibility for the performance of initiatives, teams, and personnel related to Service Management, Service Desk and Monitoring services.
Job Responsibilities
- Provide leadership for ITIL Service Management capabilities for the broader IT organization
- Champion the ITIL control processes for Problem, Change, Release, Configuration Management, delivering successful outcomes that enables them to achieve its corporate and operational objectives, ensuring IT governance and controls are effective
- Ensure processes in place to support proper IT asset and life cycle management - IT Configuration Management Database (CMDB)
- Providing first line of support and/or initiating call out procedures for severity 1 and 2 incidents
- Resource scheduling to ensure service availability for both Service Desk and 24x7 IT Command Center
- Monitoring and reporting of critical KPIs and SLAs to ensure highest level of client experience and service delivery (Unplanned outages, ASA, FCR, MOT, ABD)
- Implementation and identification of continuous improvement initiatives for system monitoring, call volume reduction and increased self-service
- Provide direction and support in day-to-day operations for Service Desk and IT Command Center functions while achieving key SLA’s
- Manage team performance, coach and mentor team members, and develop a succession plan for the group
- Identify, document, and implement end user related policies and processes; ensure compliance with corporate policies, procedures, and standards
- Prepare and manage budget and finances for area of responsibility including participation in required business case development. Identify areas to reduce cost.
- Drive operational excellence and continuous improvement mindset across the operational activities. Proactively identify key areas of improvements needed. Leverage/Ensure that standards and procedures are in place for the work of his or her team.
- Lead team of IT associates. Responsible attracting talent, performance evaluation, career development, coaching and counseling and manage compensation
- Align and support with strategic direction of broader IT organization. Own strategic plans and identify key innovative technologies that enhance customer experience, simplifies current landscape and processes.
Job Specific Qualifications
Required Skills, Competencies, Education or Experience:
- Bachelor degree in Computer Science, Engineering or Business or a related field 9 years relevant experience within the information technology field or an industry with reliance on technical expertise.
- Sound expertise in IT resource management, job positions, career paths, recruiting, and compensation.
- Expertise with ITIL and IT Service Management processes, systems, tools, and best practices
- Proven experience leading an ITIL Service Management capability with minimum of 5 years Service Management experience
- In-depth understanding of Service Design, Major Incident Management, Problem, Change & Release Management, Disaster Recovery & Continuous Service Improvement Management
- Knowledge of market offerings to compare with existing tools in the organization and provide appropriate recommendations
- Ability to proactively communicate technical topics in a clear, succinct, and relevant way.
- Proven experience and understanding of general finance, IT procurement, IT financial operations and managing IT cost centers in large corporate environments.
- Track record as an innovator and agent leading organizations and people through change.
- Business acumen.
- Strong leadership and influence skills.
- Excellent teamwork, facilitation, relationship building, and negotiation skills
- Advanced degree, e.g. Masters of Business Administration
- ITIL or equivalent certifications
- Familiarity with industry standards and guidelines (i.e. NERC CIP, NIST)
- Experience with ITSM tools (i.e. ServiceNow, BMC)
- Experience with managing projects
- 6 years of experience managing team of 5 staff or external contractors
Minimum Years of Experience
Education
Certifications
Disclaimer
Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.
As an employee of PSE&G or PSEG Long Island, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.
This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through empower which can be accessed through the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.
Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.
Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.
Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, race, color, religion, national origin, sex, age, marital status, sexual orientation, disability, or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.
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