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IT Service Manager
Ref No.: 18-00121
Location: Middletown, Pennsylvania
Position Type:Contract
Start Date: 01/03/2018
Looking for a remote IT Service Manager for my client in Middletown, PA!

Title: IT Service Manager
Location: Remote (EST only - have to go onsite in Middletown, PA a few times a month)
Length: 6 month contract-to-hire
Start: ASAP
Rate: DOE

This leadership position will oversee several key functions within the Digital Customer Solutions and related marketing functions. It requires a high degree of both business and technical acumen. A successful candidate will enable the delivery of a high-quality service to internal and external customers and to ensure support and delivery processes are in place to meet business needs. This position is a customer focused role that requires the candidate to establish and manage expectations within a global business and drive the IT team to achieve to expectations. The service manager is expected to build the capability through working with partners and a mix of internal and contracted resources in a complex technology stack that includes Amazon Web Services, Akamai, Java, Hybris, Endeca, Eloqua, Adobe Experience Manager, Adobe Dynamic Tag Manager and several other components. In addition to being global, our applications cut across multiple industries including automotive, consumer electronics, industrial, medical, sensors and communications. The service leader will need to be collaborative and form successful relationships with development and support teams, project managers, and business stakeholders located across multiple locations.

Job Description:
  • The IT Service Manager is a leader who serves as the primary liaison to the stakeholders for the digital marketing/commerce operating environment and must have a deep understanding of the business requirements, the applications, and the technology components that make up the marketing ecosystem
  • Ensure incidents are resolved with coordination between required teams and effective communication to stakeholders within stated Service Level Agreements
  • Conduct post-incident reviews to determine process improvements to prevent future issues
  • Monitor, control and support service delivery to ensure systems, methodologies, procedures and best practices are followed
  • Maintain vendor relationships and ensure contract renewals are completed to avoid loss of service or compliance and internal legal and procurement controls are met
  • Measure the performance of vendors and service providers and plan improvements to processes and services to increase efficiency, effectiveness and cost efficiency
  • Manage backlog of small enhancements requested; work with stakeholders to evaluate, prioritize and coordinate implementation of enhancements
  • Responsible for coordinating and controlling the release calendar for code deployment for the environments within the production pipeline
  • Serve as the key interface between the customer and IT staff
Required Skills:
  • 5+ years experience managing services for marketing and eCommerce in a technically complex environment including a large product catalog; fulfillment processes, multiple currency transactions, and web content management platforms
  • Demonstrated track record of leadership with demonstrated ability to deliver on time
  • Proficiency in incident management, escalation procedures, root cause analysis, and related disciplines
  • Experience working cross-functionally and building collaborative working relationships, interfacing effectively with stakeholders
  • Experience working in an Agile/Scrum development process
  • Experience dealing with vendors supplying products, software or services
  • Ability to work with multiple work streams and priorities and deliver results on deadlines
  • Must be able to flex work schedule to allow for time-zone differences for global team communication
  • Demonstrated ability to organize/schedule tasks, and develop realistic action plans
  • Strong interpersonal, communication, presentation, and analytical/problem solving skills with strong attention to detail
  • Self-motivated and results-driven individual
Desired:
  • Hands-on experience with ServiceNow Incident, Change, and Request management
  • Experience with Adobe Experience Manager is helpful
  • Experience managing applications running on Amazon Web Services cloud environment is an advantage
Educational Required/Desired:
  • Bachelor's degree in Business, Management Information Systems, Computer Science, or related field

If interested, please send and up-to-date word document of your resume to Pauline at Pauline.Gepilano@mondo.com