iHeartMedia IT Service Delivery Manager in San Antonio, Texas
Current employees and contingent workers click here at https://wd5.myworkday.com/iheartmedia/d/task/3005$4482.htmld to apply and search by the Job Posting Title.
iHeartMedia is the No. 1 all-in-one digital audio service with over a billion downloads; we reached our first 20 million registered users faster than any digital service in Internet history and reached 95 million registered users faster than any other radio or digital music service and even faster than Facebook. Our areas of operations include radio broadcasting, online, mobile, digital and social media, live concerts and events, syndication, music research services and independent media representation.
Services Delivery Manager (SDM) is a key point of contact for IT customers, divisions or subsidiaries within the iHeartMedia company portfolio. This person will track, trend, and resolve service delivery challenges that would negatively affect iHeartMedia's services. A successful candidate will take ownership and drive delivery to meet deadlines while managing customer expectations.
Proactively manage the IHM incident management process, ensuring minimal business impact, and initiate escalation procedure as appropriate, ensuring appropriate levels of communication to Executives and key stakeholders.
Provide and maintain staff engagement and motivation, becoming a role model for the team and contributing towards positive outcomes.
Understand and appreciate the impact of incidents on OLA & SLA targets, allowing prioritization and direction as needed.
Work-closely with Outsource Providers and Technology teams, Problem & Change Management, technical and business groups to improve our maturity levels and adoption of Incident Management processes.
Report and review incidents with Senior IT Leadership and Outsource Providers as needed.
Schedule and attend weekly meetings with IHM Managers to ensure continuous improvement and adherence to IT Service Delivery standards and policies.
Managed IHM Service Catalog OLA, SLAs and KPIs
Attend client service review meetings; areas covered will include SLA performance reports, critical outage events, service improvement register, quality, and process improvements.
Provide Service Delivery reports to an agreed schedule (or on request), including management and account performance reports to IT Management.
Attend Customer service review meetings; areas covered will include SLA performance reports, critical outage events, service improvement register, quality, and process improvements.
Ensure team members are educated and trained on IT Service Delivery processes and methodologies.
Ability to develop and maintain standards across the Problem Management capability
Essential skills, qualifications and experience
Bachelors degree (preferably in Computer Science or MIS/CIS) or relevant experience
ITIL V3 Foundation or above
Proven technical experience in an Enterprise environment, at least 5 years management level
Proven track record in Incident Management in an Enterprise environment
Proven ability to lead teams
Demonstrated ability to achieve objectives via influence of others
Demonstrated ability to manage multiple incidents during high-pressure situations, remaining calm and focused under pressure
Ability to communicate, both verbally and in writing, with both technical and business people in terms they can understand is essential, as is the ability to cooperate with colleagues in other time zones
Detail and process-orientated and strong customer service skills
Coaches teams and has proven experience on how to deliver value-added services through defined processes and practices
Demonstrates thinking consistent with the global nature of the role
Inspires outstanding performance in difficult circumstances
Ability to motivate and influence others
Helps others learn as teacher, coach and mentor; works to create a climate that values continual learning
San Antonio, TX: 20880 Stone Oak Parkway, 78258
The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.
Our organization participates in E-Verify. Click here at http://iheartmediacareers.com/Pages/EEO.aspx to learn about E-Verify.
Current employees and contingent workers click here at https://wd5.myworkday.com/iheartmedia/d/task/3005$1999.htmld to apply and search by the Job Posting Title.
iHeartMedia, Inc. is one of the leading global media and entertainment companies specializing in radio, digital, outdoor, mobile, live events, and on-demand entertainment and information services across the nation and providing premier opportunities for advertisers.
Click Here To Learn More About Us:
www.iheartmedia.com at http://www.iheartmedia.com/Pages/Home.aspx