Service Delivery Manager - Airport Systems - Kansas City, MO
Kansas City, MO
Ultra Electronics Airport Systems is one of the world’s foremost providers of solutions to the aviation industry and has an association with the air transportation industry that can be traced back to the 1960s. Working in partnership with our clients, we share and support the goals of operational efficiency, passenger service and security. Our products and services have been improved continuously over a number of years to meet these goals.
We are currently recruiting for a Service Delivery Manager to join our team in Kansas City, MO and manage the operations of a Regional Service Delivery Organization that is comprised of an Incident team, a Product Specialist team and a Product Implementation team that have overall accountability for North and South America customer service and support, across the products and services offered by Ultra Electronics Airport Systems. Responsibilities for this position include implementation of company service management processes including Response Management, Incident Management, Problem Management and Change/Configuration/Release Management. The SD Manager will assist the regional organization in sourcing new systems or solutions, and designing and implementing improvement programs to take advantage of new technologies and/or best practice in the marketplace while maintaining service levels and keeping costs within budget.
QUALIFICATIONS
• Technical management background with experience managing diverse technical teams.
• Management experiences with Windows, VMWare and UNIX required.
• Experience with Database, Network or Storage a plus.
• Knowledgeable on Network/Systems Management tools for UNIX, Windows and Cisco environments.
• Experience managing a service desk or help desk team in support of a large organization with a strong process background.
• Thorough understanding of the ITIL Framework and Service Management processes.
• First line management experience (5 years minimum) with second line management experience preferred.
• Strong Microsoft Office skills including MS Project and MS Visio.
• Knowledgeable of the Change and Configuration Management discipline.
• PMI or PRINCE2 Certification desirable.
• Minimum of a Bachelors Degree in Computer Science, Management or equivalent.
• Strong communication and customer service experiences.
• Willingness and ability to travel domestically and occasionally internationally.
SKILLS /EXPERIENCE
• Proven experience managing the performance of a technical organization responsible for the support and delivery of business critical information systems.
• Proven experience in a UNIX, Windows, Oracle operational IT environment including a solid technical understanding of these core technologies.
• Demonstrated experience managing a financial cost center to budget.
• Proven experience with the implementation and oversight of disciplined processes that correlate with the ITIL standards framework.
• Proven experience in motivating and developing a high performing team both technically and organizationally.
• Demonstrated experience interfacing with customers and key business stakeholders in commercial and support environments.
• Proven experience setting up and managing a system monitoring center.
• Experience utilizing an Incident/Problem Management ticketing tool.
• Experience with managing a centrally hosted application or service environment.
• Experience with VMWare ESX environment for both Servers and Desktops.
______________________________
Ultra Electronics Airport Systems
Email: ultrahrdept@gmail.com
Website: http://tr.im/airsdm
EOE
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