IT Service Management Leader

Job Overview

This role involves managing a diverse and global IT Service Delivery platform, requiring a strong focus on operations and support.

Implementing effective strategies to ensure that business operations have the capability and capacity to meet current and future business requirements related to IT End User Services (EUS) and overall IT Service Management for the entire Hubbell IT environment.

Accountable for ownership, planning, coordination, and managing the Hubbell ITSM Solution which handles all Incidents, Requests, & Changes within the business.

The role will manage service delivery to agreed targets, on time, on budget, and at quality of functionality, in coordination with internal and 3rd party project execution resources.

Responsible for interaction with functional / business unit leadership to help develop the Service Portfolio that aligns with the overall IT program / project portfolio and business objectives and priorities.

This includes coaching and leading service owners, managers, and IT Leaders on proper ITIL best practices, processes, and mindsets.

The role will also support IT service management reporting to drive operational excellence for all IT functions.

Lead various IT end user services initiatives & projects as assigned. Projects may include scopes such as : PC refresh projects, EOL remediations, technology introductions, security remediations, and / or user experience improvement initiatives.

This position reports the Infrastructure Strategic Initiatives Lead under the VP of Infrastructure.

A Day in the Life

• Strategy & Organizational Leadership : Direct, manage, lead, and expand portfolio of the organization's Service Desk and ITSM Platform to meet business and IT goals within budget, on target, as projected.
• Customer Excellence : Collaborates closely with business, IT, and Senior Leadership team to monitor the ITSM delivery according to agreed targets.

Identifies potential risks, proposes mitigation actions, and is accountable for delivery of ITSM services. Centralized escalation point for ITSM and service desk issues needing resolution.

Processes : Collaboratively defines and ensures the installation, management, maintenance, and optimization of internal and cross-functional processes related to IT Service delivery and IT Service demand in relevant area of responsibility.

Monitors the delivery of business objectives and client experience for ITSM services.

• Reporting : Responsible for creation and delivery of monthly metrics to Senior Leadership team. Ensures reporting to all stakeholders of performance metrics, deliverables, and Customer Satisfaction (CSAT) scores of the Service Desk & ITSM Solution.
• Project & Initiative Leadership : Ensures that assigned projects are planned, executed, and delivered on time and on budget.

Executes all actions in processes according to agreed RACIs specifications. Responsible for delivery and communication of assigned portfolio to all stakeholders in business units and head of integrated services group.

• Vendor Management : Owns, builds, and maintains strong relationships with Hubbell partners to ensure delivery of ITSM and EUS services and solutions as mutually agreed by the parties.
• Project Compliance : Manages and ensures delivery on designated IT projects and complies with given goals of the IT and other applicable Group Directives and Guidelines.
• Act as a thought leader; leverage ITSM technology trends and industry best practices to drive innovation, speed of deployments, and cost effectiveness of Hubbell's ITSM environment.
• Build an environment of trust and collaboration within IT infrastructure and the entire IT organization modeling our core values.
• A delivery focused leader who has demonstrated the ability to establish technical direction, collaborate across global teams and drive action through influence to deliver critical ITSM projects / initiatives while ensuring continuous operation.
• Continuous Service Improvement : Drive for continuous improvements and automation in ITSM processes and technology to optimize efficiencies for Hubbell IT.
• Involvement as a Major Incident Commander On Call rotation, tasked with identifying, monitoring, and driving resolution of major incidents in collaboration with technical teams while maintaining proper communications to relevant stakeholders across the Hubbell enterprise.

What will help you thrive in this role?

• Bachelor's degree in Computer Information Systems (CIS / MIS) or IT technical field preferred.
• Minimum 8 years ITSM / Service Desk leadership or management experience.
• Minimum 4 years of End User Services operations and / or service delivery.
• PMP, Scrum, or other project management certification preferred.
• ITIL Certification required.
• Demonstrated understanding of ITIL processes, strategies, and methods.
• Cherwell & Ivanti experience, certifications, and knowledge preferred. ServiceNow experience acceptable.
• Experience managing multiple stakeholders, teams, and business leadership.
• Excellent time management and organizational skills and experience establishing guidelines in these areas for others.
• Strong sense of personal accountability regarding decision-making and supervising department teams.
• Experience with report generation and executive communications preferred.
• Experience working in a high-level collaborative environment and promoting a teamwork mentality.
• Experience in Escalation Management, Command Center Support, or other High Priority Incident Management
• Experience applying analytical thinking and problem-solving skills.
• Ability to predict challenges and seek to proactively head-off obstacles.
• Information Technology knowledge and experience a plus, including Windows 10, Microsoft Cloud Services, Active Directory, TCP / IP Networks, Windows Server 2016 / 2019, Cisco HW / SW.

Hubbell Incorporated

Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification.

As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure.

Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility solutions enabling customers to operate critical infrastructure reliably and efficiently.

The company operates in two segments. Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications and Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications.

Our vertical market solutions can be applied to markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom and Transportation.

Supporting both of our business segments is our corporate and Hubbell Unified Business Solutions teams that provide consistent process, tools technologies across our businesses.

We are committed to operating sustainably and ethically while promoting an inclusive and supportive culture for our people to grow and develop in their careers.

Our employees proudly work and serve our communities from our headquarters in Shelton, CT, across the United States and around the globe.

Hubbell Unified Business Solutions

Hubbell Unified Business Services (HUBS) provides corporate shared services to support all businesses across the enterprise.

Functional areas include Engineering, Sales, Operations, Marketing, Finance, Legal, IT, Human Resources, Payroll, Environmental Health & Safety, and Compliance.

HUBS employees are located around the world.

Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA : M / F / Veteran / Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.