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Senior Manager, IT Customer Operations Job In Chattanooga Tennessee

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Employer:  Registration is required for viewing this field
Category:  Other
Job Ref:  1000008688
Job Type:  Permanent
Salary:  Competitive
Country:  United States
State/Province:  Tennessee
City:  Chattanooga
Job Description
RESPONSIBILITIES:
Manages the operational interface between the IT organization and the consumers of information technology products and services across the TVA enterprise, including the IT helpdesk function, the IT operations center, and the TVA telephone operators. Oversees the operation of a 24 x 7 center, staffed by IT professionals with broad knowledge of computer operations, networks, telecom, and applications, and strong customer service skills. Establishes and maintains standard processes for enterprise IT infrastructure monitoring, incident management, request fulfillment, dispatching, root cause analysis, and IT customer self-service. Ensures IT meets or exceeds service level agreements with TVA business units. Establishes metrics for IT service quality and customer satisfaction to ensure continuous improvement. Maintains strong working relationships with IT and BU leadership.

JOB DIMENSIONS:
Supervisory Responsibility - Directs the activities of three line managers and approximately 40 information technology professionals with expertise in computer system operations, networking, telecommunications, and applications.

Budget Responsibility - Responsible for an organizational budget of approximately $5 million.

PRINCIPAL ACCOUNTABILITIES:
Design and implement an IT service center strategy that provides coordinated, efficient, and proactive response to IT customer requests and incidents.

Establish and maintain standard processes for enterprise IT infrastructure monitoring, incident management, request fulfillment, and field dispatch.

Establish standards for employee knowledge and skills, and implement technical knowledgebase tools to enable world class first call resolution rates.

Implement root cause analysis and IT customer self-service processes and tools to proactively eliminate chronic problems and minimize repeat calls.

Establish metrics for IT service quality and customer satisfaction.

Ensure IT meets or exceeds service level agreements with TVA business units.

Keep IT and business unit leadership informed of major incidents, planned outages, and deviations from service levels.

Regularly survey IT customers, engage in best practice sharing with external peers, and participate in annual benchmarking studies to ensure continuous improvement.

Keep abreast of changing IT service center technologies and methods through interaction with suppliers and participation in professional seminars.

Effectively manage the IT Customer Operations work force, providing regular performance management feedback and coaching, developing employees through training and career planning, achieving staffing and hiring goals, managing workforce diversity, and supporting labor negotiations.

Provide input into IT strategy formulation and communications.

MINIMUM ELIGIBLITY FACTORS:
Education - Bachelor's degree in computer science, engineering, business administration, or related field.

Experience - Ten or more years of experience in the field of information technology, with at least five years experience in IT operations, and at least three years experience in a formal leadership role required. Experience managing employees in a 24 x 7 work environment preferred. Understanding of call center systems and tools, as well as incident management, problem management, and change management concepts required.

Certification/License, etc - ITIL certification preferred or equivalent work experience.

Knowledge/Skills/Abilities - Strong interpersonal skills; effective written and verbal communication skills; demonstrated planning and organizational skills; and experience with team-building and employee skill development. Ability to lead effectively in high stress environments.

TVA is an Equal Opportunity employer and complies with all applicable laws and regulations regarding equal employment opportunities. TVA gives hiring preference to qualified U.S. citizens and other protected individuals (green card holders, asylees, etc.) for all job vacancies. Between qualified U.S. citizens and other protected individuals, TVA gives hiring reference to equally qualified born or naturalized U.S. citizens
Post Date:  09/02/2010
Application Deadline:  Sep 02, 2010
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