Sr. Manager, IT Service Management
A collective energy and ambition. A place where you can make a real difference.
We’re a company that genuinely cares about our people, our products, our consumers and the environment.
Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.
United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.
Job Location: Hybrid (Ewing, NJ/Home Office)
The IT Services Manager is responsible for the establishment the operating framework and ongoing performance management of IT service delivery, primarily focused on vendor delivered managed services, project-based services, staff augmentation, hosting services, and SaaS. This role works with IT leadership, service owners, and internal/external business partners to develop the strategy, design, and operations of IT services and implements plans to execute, monitor, and drive continuous improvement of service performance and realized business value.
Role Accountabilities and Responsibilities
Define, implement, and maintain IT service management portfolio, processes and procedures across internal organization and external suppliers leveraging ITIL framework.
Establish an IT Vendor Management Office (VMO) including vendor-based service management strategy, design, transition, performance management and continual service improvement practices
Define, implement and maintain business facing service plans and Service Level Agreements (SLAs) and IT facing Operational Level Agreements (OLAs).
Measure and drive accountability across service partner performance leveraging vendor classification, scorecards, and contractual performance agreements. Drive corrective actions for service and contractual issues.
Integrate multi-sourced IT capabilities as seamless offerings to customers. Build cross-vendor partnerships, communications channels, effective relations and establish partnership mindset with vendors.
Acquire leading talent. Coach and develop Service Management team members.
Oversee change management process and associated operating procedures.
Lead IT’s contracts management processes and partnership with C&D Procurement & Legal for all IT sourcing and provide guidance & orchestration across all IT sourcing activities.
Increase IT organization proficiency and accountability for service delivery and vendor management through education, influence, and support.
Education and Experience
Bachelor’s degree from an accredited institution in Computer Science, Business, or Engineering or equivalent work experience is required.
Eight (8) or more years of overall Information Technology experience in IT operations, delivery, project, product and/or portfolio management.
Prior experience leading IT vendor management and/or IT contracts/sourcing process including large software/service providers (SAP, Microsoft, Salesforce, Oracle, VM Ware, etc.)
Church & Dwight is proud to be an Equal Opportunity Employer/Veterans/Individuals with Disabilities.
For more information on our company, our brands and our culture visit us at http://www.churchdwight.com/
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DIVERSITY At Church & Dwight
Church & Dwight strives to create an environment where everyone feels free to bring their authentic self to work every day.
We win when we respect every employee for who they are – regardless of gender, age, race, ethnicity, religion, disability, veteran status, sexual orientation or any other differences. We believe that our employees’ contributions are richer because of their diversity. We aim to be a diverse, inclusive and equitable company and are determined to build a culture where people have the power to win together.
CULTURE At Church & Dwight
We care - about our people, our products, our consumers and our environment. To honor these priorities, we’ve built our culture around the tenants of courage, determination and team spirit. We’re united by our small company feel and inspired by opportunities to make our mark.Learn More
Equal Employment Opportunity for the Disabled At Church & Dwight
As an equal opportunity employer, Church & Dwight is committed to providing access and opportunities to individuals with disabilities. Applicants who require accommodation for accessibility to the online application system, the interview process, completing any pre-employment testing, or any other portion of application process, as a result of impairment from a medical or mental health condition, they may contact 877-809-8449 or email their resume and cover letter to firstname.lastname@example.org.
To review Church & Dwight’s Equal Opportunities Employer Policy, click link below.Learn More