Bose Enterprise Technology Services IT Service Manager

Job Description

About Bose

You know the moment. It's the first notes of that song you love, the intro to your favorite movie, or simply the sound of someone you love saying "hello".

It's in these moments that sound matters most. At Bose, we believe sound is the most powerful force on earth. We've dedicated ourselves to improving it for nearly 60 years.

And we're passionate down to our bones about making whatever you're listening to a little more magical.

About the Role

IT Service Manager Profile :

The Bose Enterprise Technology Services IT Service Manager, (ITSM), role is a leadership position responsible for leading the design, implementation, and adherence of ITIL best practices throughout the Bose IT organization, ensuring alignment with business objectives and IT strategy.

The manager will ensure ITIL framework is effectively applied to incident management, problem management, change management, and other relevant processes ensuring processes and procedures meet the requirements of Internal Audit requirements.

The Service Delivery Manager is accountable for strategy and oversight of all services and performance within the IT organization being responsible to lead the efforts to develop, document, and continually improve IT service management processes such as Incident Management, Problem Management, Change Management, and Configuration Management.

Identifies and implements automation opportunities to streamline processes and workflows and works closely with stakeholders to understand business requirements and align ITSM processes.

Specific Responsibilities

The IT Service Manager Works closely with the Vendor Performance Manager ensuring all changes to functional services that do not have a financial impact, Service Level Reports and Issue Escalation and are aligned with the overall Governance and Process Framework are integrated for all strategic IT vendors.

Key responsibilities include development and delivery of ITIL training programs to ensure that IT staff and relevant stakeholders are well-versed in ITIL principles and practices.

The role will drive a culture of continuous improvement, regularly reviewing and refining IT service management processes, and leverage key metrics, SLA’s and reports to enhance IT efficiency and effectiveness.

About You

Required Competencies :

• Exceptional interpersonal skills with a proven track record of delivering measurable results.
• Deep understanding of the IT and application landscape, including how it all comes together and interdependencies with business processes.
• Exceptional listening, communication (written and spoken), data storytelling and presentation skills with an ability to gain buy-in, influence and build rapport with partners of diverse cultures and levels of expertise.
• Change agent who excels at change management, is organized, detailed, and able to grasp and apply new concepts quickly and relay / implement within the team.
• Accountability embraces a strong drive for results, relentless pursuit of quality deliverables with a sense of urgency and attention to detail.
• Complexity management in broad organizations with competing priorities.

Experience Requirements :

• 7+ years directly involved in ITSM processes (incident, problem, change, configuration management).
• Proficiency with ITSM tools and platforms.
• Successful implementation of ITIL process training.
• Management of global, multi-vendor IT projects.
• Understanding of core IT service concepts and strategy.
• Conflict resolution, negotiation, and problem-solving skills.
• Strong Quantitative and problem-solving ability : Ability to conceptualize complex problems and develop an analytical road map for them.
• Demonstrated success partnering with other business leaders to develop a vision and strategy for digital business technology.
• Facilitation of key decisions in cross-functional projects

Education / Certification Requirements :

• Bachelor's degree in Information Technology, Computer Science, or related field.
• ITIL and digital certification (Expert or Master preferred).
• Continuous Learning : Demonstrated commitment to staying updated on emerging trends and technologies in vendor management.

Performance Profile First 6 Months :

• Develop and monitor key metrics to understand incident trends, as well as operational resilience and readiness for the strategic Bose IT suppliers, TCS, Accenture, eInfochips and Skillcentrix.
• Develop and present business reviews on required cadences to executive leadership.
• Develop improvement opportunities to enhance the Change Management, Incident Management, and Release Management processes.

This role is hybrid, with three in-person days at our Atlanta office. This requirement is non-flexible.

LI-JW1

Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics.