Senior Manager, Asset & IT Construction
Company: Disability Solutions
Location: New York
Posted on: April 19, 2024
Job Description:
ABOUT THIS ROLE This role provides senior leadership to lead a
strategic vision for service management across Peloton. Develop and
execute new initiatives through staff to enable all Peloton team
members to do their best work every day. This position will be
responsible for championing best practices and managing a team to
develop service management governance and processes based on ITSM
constructs. Direct responsibilities include management of the
broader service management processes and product owners of tools,
ensuring that services are seamlessly provisioned to customers, and
having an extremely strong focus on holistic Service Continuous
Improvement. This role is responsible for leading the definition of
services through Service Catalog Management, the definition of
service agreements through Service Level Management, the creation
of service knowledge through Service Knowledge Management, and the
preparation and adoption of products and services through Service
Transition Planning and Support capabilities. YOUR DAILY IMPACT AT
PELOTON
- Oversee the enterprise service management function and ensure
alignment with the organization's overall objectives and
strategies
- Responsible for overall Service Management strategy, roadmap,
and leading core projects and initiatives to support (e.g., JSM
migration, Moveworks implementation) across all Peloton service
teams (IT, People, Finance, Workplace, etc.)
- In partnership with other team members, define IT Service
Management (Service Catalog, Request management, SLAs, Governance,
reporting, Case Management, Knowledge Management, Incident
(SLA/SLOs, Major Incident support), Problem (RCAs, Knowledge
management), Asset, Change Management (CMDB, Service dependencies,
IT comms), etc.
- Build a world-class team of professionals to drive and execute
the enterprise service management vision and leverage the
appropriate platforms (JSM, Confluence and Moveworks) to drive the
digital transformation of service delivery (define roles and
responsibilities, etc.)
- Establish a strong ITSM governance body, centralizing and
elevating service standards for core service management processes
and tools
- Own and manage the IT Service Catalog and Knowledge products,
ensuring that services are seamlessly provisioned to customers, and
having a focus on holistic Service Continuous Improvement
- Lead product strategy, planning, requirement gathering, and
product deployments for Enterprise Service Management and other
Atlassian workplace tools
- Establish a customer self-service and automation mindset
throughout IT and throughout the entire organization and drive the
adoption of service management and operational best practices
- Act as the voice of the customer/employee and translate vision
and ideas to features
- Develop and own standards and framework for ITSM governance,
and implement and maintain a process governance structure aligned
to global standards
- Work with stakeholders, and the ITSM dev team to prioritize,
plan and execute work while balancing technical enhancements, tech
debt management, and new feature development
- Simplify the service desk agent experience, elevating service
transparency, and driving quality improvement goals across
enterprise service delivery teams
- Promote and champion the benefits of Incident, Problem, Change,
Request, Knowledge Management, CMDB and other IT Service Management
processes
- Oversee the process to ensure the Service Level Agreements
(SLAs) and supporting Operating Level Agreements (OLAs) are
published and met by support teams.
- Provide strategic recommendations based on ITSM key performance
measures
- Interface with other service management teams to ensure
collaboration and coordinated strategy to meet service management
goals and objectives
- Manage departmental budgets and forecast appropriately
- Service Catalog Management
- Design, build, publish, and govern the IT Service Catalog
providing information about available services while providing for
an optimized, efficient customer experience
- Identifies and evaluates Service Catalog and Knowledge new
features and emerging capabilities, advocating for those that will
most benefit the organization financially and operationally
- Completes regular reviews of the Service Catalog with
stakeholders to ensure relevance to business needs and
requirements
- Service Transition and Support
- Forges close partnerships with IT teams and business units to
ensure a collaborative and coordinated strategy to understand the
collective vision to bring value to the company.
- Ensures Service Management processes enable service
agility.
- Assists in training of Service Catalog and Knowledge
capabilities and features.
- Develop self-auditing and compliance capabilities around ITxM
procedures.
- Service Continuous Improvement
- Integrates a Continual Improvement Register (CIR) for tracking
and vetting improvement opportunities, integrating into ServiceNow
Idea and Demand Management.
- Continuously and proactively streamlines and improves the
ServiceNow customer experience.
- Participates in IT Service Management program / project review
meetings to assess problem areas and suggests corrective
actions.
- Identifies opportunities to improve services
- Lead continual service improvement and ongoing process maturity
through regular reviews of the process and tools, trend analysis
and metrics reporting and through regular engagement with
stakeholders
- Establish and run service management Community of
Excellence
- Own continual service improvement and ongoing process maturity
through regular reviews of the process and tools, trend analysis,
metrics reporting, and regular engagement with stakeholders
- Knowledge Management
- Enables and governs the Knowledge product (Confluence)
facilitating consistent and fast resolutions of customer issues and
needs, boosting self-service capabilities, and promoting knowledge
sharing
- Identifies knowledge gaps and champions new Knowledge content
across the IT organization
- As Knowledge product content steward, track Knowledge usage and
quality trends
- As knowledge management practice owner, responsible for
establishing, maintaining, and improving the effective, efficient,
and convenient use of information and knowledge across our global
organization.
- Enable and governs the Knowledge product facilitating
consistent and fast resolutions of customer issues and needs,
boosting self-service capabilities, and promoting knowledge
sharing
- IT Asset Management
- Software asset management: process of reducing, documenting,
and controlling total IT costs. In short, SLM is a plan to help you
monitor and maintain all your organization's various software
licenses.
- making sure end users are appropriately licensed
- process standards - we make sure don't waste money and buy the
right types of licenses
- Incident, change and problem management
- Manage and implement the Incident Management and Change
Management processes. Ensure effective management for incidents and
restoration of IT services as quickly as possible. Ensure
standardized methods and procedures are used for efficient and
prompt handling of all changes to the IT infrastructure. Ensure the
best possible levels of service support to maintain quality.
- Develop and own incident process and governance
- Develop and own incident process and governance
- Build robust Problem Management practice, ensuring each major
incident is analyzed and corrective and preventative activities are
identified and followed through
- Drive adoption and adherence of incident, change, and problem
management processes
- Manage the problem management process to determine and
eliminate the root causes of problems in order to minimize the
impact to business.
- Review problem trends and drive for continuous improvement YOU
BRING TO PELOTON
- Expert knowledge of ITIL framework and have managed
transformation and ongoing operations of Service Management
processes
- Knowledge of change management methodology (PROSCI ADKAR)
- Knowledge of ServiceNow, Jira Service Management, and other
tools used in ITSM environment.
- Knowledge Skills In-depth knowledge of IT Service Management
(ITIL) frameworks
- Demonstrated experience in leading process improvement and
organization change initiatives
- Proven expertise and overall responsibility in customer service
and contact center services, performance and new-generation
capabilities
- Excellent presentation, time management, and collaborating
skills
- Technical competence (understand service offerings, etc.)
- Motivated, goal-oriented, persistent, and a skilled
negotiator
- High level of initiative and work well in a team
environment
- Handles stressful situations and deadline pressures well
- Plans and carries out responsibilities with minimal
direction
- Ability to work with people from a variety of different
culturally diverse backgrounds #LI-RC1 #LI-Hybrid The base salary
range represents the low and high end of the anticipated salary
range for this position based at our New York City headquarters.
The actual base salary offered for this position will depend on
numerous factors including individual performance, business
objectives, and if the location for the job changes. Our base
salary is just one component of Peloton's competitive total rewards
strategy that also includes annual equity awards and an Employee
Stock Purchase Plan as well as other region-specific health and
welfare benefits. As an organization, one of our top priorities is
to maintain the health and wellbeing for our employees and their
family. To achieve this goal, we offer robust and comprehensive
benefits including: - Medical, dental and vision insurance -
Generous paid time off policy - Short-term and long-term disability
- Access to mental health services - 401k, tuition reimbursement
and student loan paydown plans - Employee Stock Purchase Plan -
Fertility and adoption support and up to 18 weeks of paid parental
leave - Child care and family care discounts - Free access to
Peloton Digital App and apparel and product discounts - Commuter
benefits and Citi Bike Discount - Pet insurance and so much more!
Base Salary Range $187,300-$243,400 USD ABOUT PELOTON: Peloton
(NASDAQ: PTON), provides Members with expert instruction, and world
class content to create impactful and entertaining workout
experiences for anyone, anywhere and at any stage in their fitness
journey. At home, outdoors, traveling, or at the gym, Peloton
brings together immersive classes, cutting-edge technology and
hardware, and the Peloton App with multiple tiers to personalize
the Peloton experience [with or without equipment]. Founded in 2012
and headquartered in New York City, Peloton has millions of Members
across the US, UK, Canada, Germany, Australia, and Austria. For
more information, visit www.onepeloton.com. At Peloton, we motivate
the world to live better. "Together We Go Far" means that we are
greater than the sum of our parts, stronger collectively when each
one of us is at our best. By combining hardware, software, content,
retail, apparel, manufacturing, Member support, and so much more,
we deliver an exhilarating fitness experience that unlocks our
members' greatness. Join our team to unlock yours. Peloton is an
equal opportunity employer and complies with all applicable
federal, state, and local fair employment practices laws. Equal
employment opportunity has been, and will continue to be, a
fundamental principle at Peloton, where all team members,
applicants, and other covered persons are considered on the basis
of their personal capabilities and qualifications without
discrimination because of race, color, religion, sex, age, national
origin, disability, pregnancy, genetic information, military or
veteran status, sexual orientation, gender identity or expression,
marital and civil partnership/union status, alienage or citizenship
status, creed, genetic predisposition or carrier status,
unemployment status, familial status, domestic violence, sexual
violence or stalking victim status, caregiver status, or any other
protected characteristic as established by applicable law. This
policy of equal employment opportunity applies to all practices and
procedures relating to recruitment and hiring, compensation,
benefits, termination, and all other terms and conditions of
employment. If you would like to request any accommodations from
application through to interview, please email:
applicantaccommodations@onepeloton.com Please be aware that
fictitious job openings, consulting engagements, solicitations, or
employment offers may be circulated on the Internet in an attempt
to obtain privileged information, or to induce you to pay a fee for
services related to recruitment or training. Peloton does NOT
charge any application, processing, or training fee at any stage of
the recruitment or hiring process. All genuine job openings will be
posted on our careers page and all communications from the Peloton
recruiting team and/or hiring managers will be from an @ email
address. If you have any doubts about the authenticity of an email,
letter or telephone communication purportedly from, for, or on
behalf of Peloton, please email
applicantaccommodations@onepeloton.com before taking any further
action in relation to the correspondence. Peloton does not accept
unsolicited agency resumes. Agencies should not forward resumes to
our jobs alias, Peloton employees or any other organization
location. Peloton is not responsible for any agency fees related to
unsolicited resumes.
Keywords: Disability Solutions, Union City , Senior Manager, Asset & IT Construction, IT / Software / Systems , New York, New Jersey
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