IS&T Service Manager -Command Center

Req ID:455502 

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80 000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

We are seeking an experienced Information Technology leader with Operations and Delivery experience to drive implementing and support of new capabilities aligned to service monitoring, availability and health. Aligned with the 24x7 operating environment, this role will broker the implementation and management support of a new Operating Model across command center space. Success for this position is measured in the delivery of Operations capability, developing strong technical acumen within the team and driving iterative improvement,

Responsibilities Include

• Drive integration activities across the Command Center and support the next generation Command Center Operation Model
• Work across functional teams, design, implement and maintain critical procedures utilized by Service Desk, Major Incident and IT Operations functions
• Lead the Incident Management, Problem Management and Change Management functions which touch all functional areas of IT and the end-users of Alstom
• End to end responsibility for communication during incidents, driving escalations, investigation and resolution of incidents, ensuring outage updates are timely and of sufficient quality
• Provide recommendations on troubleshooting and other technology improvements to quickly resolve incidents, ensuring infrastructure and application stability
• Manage relationships with Business Partners in the Regions to promote a strong partnership and alignment while implementing the new strategy
• Continuous development & daily management of service quality, focused on increasing customer satisfaction via reduced Meantime to Restore Service, increased data quality and comprehensive notification
• Manage all procedures related to identification, prioritization, and resolution of incidents and requests, including the monitoring, tracking and coordination
• Utilize continuous improvement methodologies (e.g. ability to quantify impacts, customer first, waste elimination, increased productivity, iterate quickly, shorten feedback loop, experience creating relevant KPIs) to improve the service delivery
• Accomplish financial objectives by determining service level required; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective action.
• Maintain communications and coordination between internal and external services providers in order to maintain situational awareness
• Work with management team to promote the up-skilling of talent, radically increasing Command Center value, and drive a positive culture aligned to our corporate values
• Foster relationships with key customers, infrastructure teams and end users becoming a champion of end-user satisfaction.

Behavioural Attributes

• Provide amazing experiences to both internal and external customers by seeing the big picture, understanding needs and tying them to results, and driving value
• Demonstrate a positive mindset, high levels of character and integrity, and a keen awareness of continuous improvement
• Advise and collaborate with others to develop strong, positive working relationships across all levels of the organization to drive success of projects and efforts
• Offer creative, innovative, data-based solutions by focusing on forward progress and creativity, even when working through complex, often competing needs
• Foster the highest level of commitment among our people through transparent communication about business challenges, successes and results.
• Create an environment which encourages people to think, behave, take action, control work and make decisions autonomously to attain clear goals.
• Take personal responsibility for making tough decisions, meeting commitments and ensuring expected results are achieved.

Required Experience

• 12+ years of relevant experience being a Sr Manager and domain owner within IT Operations.
• Demonstrable experience providing leadership and strategic vision within area of responsibility
• Track record working with IT Executives, exhibiting composure, credibility, and technical acumen
• Familiar with Command Center and Major Incident Management functions
• Familiarity in ITIL Foundations with Event, Incident, Problem, and Change Management processes
• Strong analytical skills with the ability to synthesize the ecosystem and relationships of various IT technologies for the delivery of business services
• Detail oriented, knowing how to drive change to promote order, control and consistency into an Operations environment
• Communication Proficiency.

You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you!

Important to note

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63  countries we operate in. We’re committed to creating an inclusive workplace for everyone.