Manager, IT Service Delivery - Problem Management
Company: Marriott
Location: Boston
Posted on: April 24, 2024
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Job Description:
Job Number 24067278
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue,
Bethesda, Maryland, United States
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management
JOB SUMMARY
As a member of the Infrastructure & Delivery Shared Services
organization this position will be responsible in implementing and
managing problem management strategies to identify, diagnose, and
resolve IT incidents and prevent their recurrence. The Manager will
partner with Product, infrastructure, engineering, vendors, and
Support teams to continuously measure and improve services,
process, and support. You will play a key role in ensuring the
smooth operation of our IT infrastructure and minimizing the impact
of disruptions on business operations. This is a technical manager
role that will require collaboration with multiple Global
Technology teams.
CANDIDATE PROFILE
Education and Experience
Required:
Undergraduate degree or equivalent experience/certification
2+ years of experience in IT service management, with a proven
track record using ITIL principles.
Proven experience executing strategic service management plans or
initiatives
5+ years of experience in Information Technology (IT) and/or
analytics role including:
Excellent communication and interpersonal skills to effectively
collaborate with stakeholders at all levels
Preferred Qualifications:
In-depth knowledge of ITIL frameworks, including Problem
Management, Incident Management, and Change Management.
ITIL v3/v4 Certification
Experience understanding infrastructure and operations data
Strong analytical and problem-solving skills, with the ability to
identify root causes and develop effective solutions.
Strong process management, negotiating, influencing, and problem
resolution skills.
Ability to understand and communicate the lifecycle of technologies
and applications and to translate into business strategies for the
client organizations.
Ability to accomplish results through others, particularly by
establishing relationships, effective controls and partnering in a
managed service environment.
Experience with ServiceNow and ITSM platforms
CORE WORK ACTIVITIES
Execute and manage the IT problem management program aligned with
ITIL best practices Analyze incident trends to identify root causes
and implement preventive measures to reduce future occurrences.
Lead a team of problem managers and analysts in identifying,
investigating, and resolving complex IT incidents.
Develop, implement, and track KPIs and success measurements
Collaborate with other IT teams, including Incident Management,
Change Management, and Release Management, to ensure a coordinated
approach to IT service management.
Supports governance of program business rhythms, and provides
regular progress reporting
Support development of support process design
Thinks creatively, systemically, holistically, and practically to
develop, execute and implement new project plans.
Stay up-to-date on the latest IT trends and best practices for
service management and ITIL disciplines.
Communicate effectively with stakeholders at all levels, including
upper management, IT staff, and business units.
Delivering on Stakeholder Needs
Understands and meets the needs of key stakeholders.
Provides recommendations to improve the effectiveness of processes
and programs.
Communicates concepts in a clear and persuasive manner that is easy
to understand.
Applies knowledge/judgment/actions to achieve business goals.
Supports achievement of performance goals, budget goals, team
goals, etc.
Additional Responsibilities
Informs, updates, and provides information to supervisors,
co-workers, and subordinates by telephone, in written form, e-mail,
or in person in a timely manner.
Attends and participates in all relevant meetings.
Presents ideas, expectations, and information in a concise,
organized manner.
Uses problem solving methodology for decision making and follow
up.
Maintains positive working relations with internal customers and
department managers.
Manages time effectively and conducts activities in an organized
manner.
Performs other reasonable duties as assigned by manager.
California Applicants Only : The salary range for this position is
$83,550.00 to $178,603.00 annually.
Colorado Applicants Only : The salary range for this position is
$83,550.00 to $162,366.00 annually.
Hawaii Applicants Only : The salary range for this position is
$101,096.00 to $178,603.00 annually.
New York Applicants Only : The salary range for this position is
$83,550.00 to $178,603.00 annually.
Washington Applicants Only : The salary range for this position is
$83,550.00 to $178,603.00 annually. In addition to the annual
salary, the position will be eligible to receive an annual bonus.
Employees will accrue 0.04616 PTO balance for every hour worked and
eligible to receive minimum of 7 holidays annually.
All locations offer coverage for medical, dental, vision, health
care flexible spending account, dependent care flexible spending
account, life insurance, disability insurance, accident insurance,
adoption expense reimbursements, paid parental leave, educational
assistance, 401(k) plan, stock purchase plan, discounts at Marriott
properties, commuter benefits, employee assistance plan, and
childcare discounts. Benefits are subject to terms and conditions,
which may include rules regarding eligibility, enrollment, waiting
period, contribution, benefit limits, election changes, benefit
exclusions, and others.
Marriott HQ is committed to a hybrid work environment that enables
associates to Be connected. Headquarters-based positions are
considered hybrid, for candidates within a commuting distance to
Bethesda, MD; candidates outside of commuting distance to Bethesda,
MD will be considered for Remote positions.
The application deadline for this position is 5 days after the date
of this posting, 04/17/2024.
Marriott International is an equal opportunity employer. We believe
in hiring a diverse workforce and sustaining an inclusive,
people-first culture. We are committed to non-discrimination on any
protected basis, such as disability and veteran status, or any
other basis covered under applicable law.
Marriott International is the world's largest hotel company, with
more brands, more hotels and more opportunities for associates to
grow and succeed. Be where you can do your best work,--- begin your
purpose, belong to an amazing global--- team, and become the best
version of you.
Keywords: Marriott, Lynn , Manager, IT Service Delivery - Problem Management, IT / Software / Systems , Boston, Massachusetts
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