Avis Budget Group Global Service Delivery Manager in Parsippany, New Jersey
Main Job Responsibilities:
Responsibility for overseeing governance and quality of all Incident, Change and Problem Management processes and policy. Drive/Manage service quality, performance, and improvement of Operations Team processes.
Responsible for Major Incident Management process, including training awareness
Key player in assisting and driving the implementation of future Service Management strategy globally and drive automation of processes to achieve efficiencies.
Initiate, lead and manage Service Management process improvements (CSI)
Assist in the design, implementation and running of both the Service Catalog and CMDB (Configuration Management Database).
Build and maintain effective relationships with Senior Leadership, Country Heads and IT Stakeholders are aware of service management issues and progress.
Conduct regular reviews with all business areas and drive prioritization of support issues in conjunction with IT & the business strategy.
Drive governance of all required SDLC documentation and ensure a fully assessed, managed handover of projects into the Support Services environment (in conjunction with other teams within Support Services).
Participate in cost controls, identify ways to reduce cost, and improve service
Manage subcontractors and third party providers
Provide technical advice and ensure participation in the Change Control Board and/or change control process
Conduct regular Defect Prevention investigation
Share best practices across regions to enable larger success of IT operations team
Consolidate and Report the Operational Efficiency levels to IT leadership
Optimize availability of IT infrastructure, systems, and services to meet commitments
Deliver an Enhanced Recovery Model for resolution of Major Incidents
Provide integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes
Assuring that services and components are designed and delivered to meet availability targets.
Bridge gaps between Operations Teams and drive rapid recovery during crisis incidents
Ensuring that a pragmatic robust Change Management process is in place to protect the various operational environments.
Drive adoption of 3rd party outsourcing model with vendors like IBM, Mindtree and TCS
Ensuring adequate training and development of IT staff for Service Management
Actively participate in cost containment and support and lead cost saving and productivity initiatives
Build effective relationships with both key business and IT stakeholders encouraging honest and mutually beneficial dialogue to ensure Global IT is seen as a trusted partner across all regions.
EDUCATION AND PROFESSIONAL QUALIFICATIONS:
Bachelor’s Degree, HND or HNC
WORK EXPERIENCE / BACKGROUND:
Management of 3rd party suppliers
Experience of iterative and waterfall methodologies
Regular Customer facing experience
Experience of working in an Support Services managerial role
Knowledge of travel industry preferably car rental
Excellent understanding of the full software development lifecycle
Complex problem solving skills
Can do attitude and out of the box thinking
Ability to be the ‘face’ of IT
A valid driver's license is required for all positions. Drug screening is a part of our hiring process.
Avis Budget is an EO employer – M/F/Vets/Disabled
The information listed in this advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. Your response to this ad may result in your being considered for employment with an affiliated company of Avis Budget Group, the publicly traded parent company of Avis Budget Car Rental, LLC and its subsidiaries. This advertisement does not constitute a promise or guarantee of employment.