United Technologies Corporation Senior Manager, Infrastructure Svcs in Newington, Connecticut

Job ID: 73145BR

City: Newington

State: Connecticut

Country: United States

Category: Information Technology

Job Type: Full Time

Description:

The successful candidate will be responsible for the daily and long-term strategic data management of UTC’s Service Catalog within the ServiceNow platform.

  • This role manages all aspects of the IT Service Catalog function for End-User and IT Servcie Requests, including developing and executing on the Service roadmap, working with stakeholders and service providers to identify Continuous Improvement projects and maturing the overall service delivery capability.

  • Drives process creation, implementation plan and execution within the ServiceNow tool suite.

  • Creates, implements and owns the Escalation Process that ensures Service Requests are followed through to delivery.

  • Act as custodians of service (Gatekeeper function), taking ownership of un-owned Requests, thus maximizing potential provide an exceptional customer experience.

  • Service Improvement Planning – Continuously looking to enhance the service offering. Identifies and drives initiatives through to completion.

  • Demonstrate close alignment to Values at all times throughout performance of all responsibilities.

  • Training / up-skilling of colleagues – Identify skills gaps and opportunities to strengthen the capabilities of the global team. Drives training and coaching to mitigate gaps.

  • Provide reporting, metrics and communications

  • Drives standardization globally for the IT Services offered

Education

BS, MS or PhD in Business Administration or Computer Science. Master’s Degree preferred or not required

Experience/Qualifications

  • Knowledge of ITSM and ITIL

  • Knowledge of ServiceNow would be preferred.

  • Exceptional interpersonal, team building, mentoring, and leadership skills with a demonstrated ability to gain the confidence and respect of senior level executives.

  • Proven effectiveness in working with multiple levels of management, both internal and external. Must be capable of presenting ideas/programs/projects to senior management

  • Experience making risk management decisions while maintaining positive cross-functional group relationships.

  • Proven ability to drive strategic change across business groups.

  • Broad and deep knowledge of Emerging Technologies within the Incident, Major Incident and Problem Management ITIL spaces.

  • Excellent communication skills (written and verbal) to all management levels within the organization.

  • Ability to listen carefully and extract key issues.

  • Conflict resolution and negotiation skills/experience. Solid project management skills/experience.

  • Ability to socialize and generate consensus for new ideas and to overcome resistance.

  • Teaching, training, coaching and mentoring skills.

Qualification:

  • Knowledge of ITSM and ITIL

  • Knowledge of ServiceNow would be preferred.

  • Exceptional interpersonal, team building, mentoring, and leadership skills with a demonstrated ability to gain the confidence and respect of senior level executives.

  • Proven effectiveness in working with multiple levels of management, both internal and external. Must be capable of presenting ideas/programs/projects to senior management

  • Experience making risk management decisions while maintaining positive cross-functional group relationships.

  • Proven ability to drive strategic change across business groups.

  • Broad and deep knowledge of Emerging Technologies within the Incident, Major Incident and Problem Management ITIL spaces.

  • Excellent communication skills (written and verbal) to all management levels within the organization.

  • Ability to listen carefully and extract key issues.

  • Conflict resolution and negotiation skills/experience. Solid project management skills/experience.

  • Ability to socialize and generate consensus for new ideas and to overcome resistance.

  • Teaching, training, coaching and mentoring skills.

Education:

  • BS, MS or PhD in Business Administration or Computer Science. Master’s Degree preferred or not required

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Qualification:

  • Knowledge of ITSM and ITIL

  • Knowledge of ServiceNow would be preferred.

  • Exceptional interpersonal, team building, mentoring, and leadership skills with a demonstrated ability to gain the confidence and respect of senior level executives.

  • Proven effectiveness in working with multiple levels of management, both internal and external. Must be capable of presenting ideas/programs/projects to senior management

  • Experience making risk management decisions while maintaining positive cross-functional group relationships.

  • Proven ability to drive strategic change across business groups.

  • Broad and deep knowledge of Emerging Technologies within the Incident, Major Incident and Problem Management ITIL spaces.

  • Excellent communication skills (written and verbal) to all management levels within the organization.

  • Ability to listen carefully and extract key issues.

  • Conflict resolution and negotiation skills/experience. Solid project management skills/experience.

  • Ability to socialize and generate consensus for new ideas and to overcome resistance.

  • Teaching, training, coaching and mentoring skills.

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.