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Sr. Manager, IT

Date posted 06/07/2019 Requisition Number: 242815BR Location: United States - Missouri - Maryland Heights Area of Interest: Information Technology Services Position Type: Full Time
JOB SUMMARY
Responsible for implementing corporate IT initiatives that support the strategy and goals of the corporation. Implements IT standards, policies and/or master plan for the IT function. Manages the development and acquisition of new technologies and tools to improve the organization's internal operations and data delivery. Implements new technological directions and manages the organization in the deployment.
Provides leadership and guidance to IT Release Management Analysts toward meeting customer requirements while minimizing risk and exposure to Charter’s Production and non-production environments and revenue customers. Supports Management on strategic initiatives, utilizing extensive knowledge in IT Service Management methodologies and best practices.
Equally important is the ability to help evangelize the Release Management story and to communicate clearly, in writing and in speech, with other members of the team and throughout the company. The position tracks key metrics and reports periodically to stakeholders and senior leadership.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience
  • Act as SME across all Service Management areas while providing leadership and guidance to Release Management team members
  • Responsible for day to day oversight of adherence to policies, processes and procedures across Service Management Areas; drives improved efficiency and effectiveness
  • Manage relationships and coordinate work between different teams at different locations
  • Collaborate with IT management to define and develop technology strategy, technology standards, roadmaps, and practices
  • Responsible for ownership of the Release Management process workflow within ITSM tool.
  • Investigate and triage customer reported issues and determine ways to automate the failure cases. Ensures Release Management Root Cause Analysis is documented and communicated to stakeholders.
  • Hire the best, mentoring team members and inspiring team and peers
  • Manage Service Management work Intake and ensures regular coordination with applicable program and operations management
  • Ensure that applicable testing was passed in a lower environment prior to release of code, patches, or configuration to Production
  • Champion IT Service Management initiatives, recommend changes to system structures, and promote the benefits of Service Management processes involving Release, Change, Configuration, and Reporting
  • Act as a consultant to internal and external areas for the purpose of training on Service Management processes, procedures, standards, guidelines and tools
  • Research new Service Management methodologies, technologies and best practices as requested and analyze their application to current needs
  • Where applicable, participate in retrospective for changes that were unsuccessful and aid in the identification of root cause and corrective action and track actions through completion
  • Oversee a department of the IT functional area
  • Implement IT plans according to the IT and corporate strategy
  • Manage the maintenance and enhancement of hardware and software systems that support field business applications and local area networks/wide area networks (LAN/WAN) for employees
  • Manage IT staff to ensure uninterrupted IT network support at maximum performance
  • Ensure compliance with IT standards, policies and procedures
  • Accountable for the function's budgets

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
  • Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
  • Basic computer skills, with proficiency with Word and Excel
  • Knowledge of computer and/or network systems, applications, procedures and techniques
  • Experience leading others and providing constructive feedback
  • Demonstrated interpersonal skills and ability to work effectively and collaboratively with a wide range of stakeholders
  • Skill in organizing resources and establishing priorities
  • Ability to learn and support new systems and applications
  • Ability to work with others to resolve problems, handle requests or situations
  • Demonstrated knowledge of information technologies and methodologies related to assigned IT segment or area
  • Displays a sense of urgency to resolve issues quickly and efficiently
  • A team player with the ability to enable changes in the business processes and ability to work cooperatively with all groups is essential
  • Ability to multi-task and handle on a proactive basis, changing priorities in a fast-paced environment in order to maximize time-management and efficiencies
  • Demonstrated ability to successfully distill complex technical information into clear, concise yet comprehensive communication material
  • Demonstrated ability to meet rigorous deadlines while managing multiple projects concurrently
  • Ability to make decisions and solve problems while working under pressure
  • Outstanding work ethic; displays a high sense of urgency to resolve issues quickly and efficiently
  • Proven knowledge of information technologies and methodologies related to assigned IT segment or area
  • Ability to exercise, on a regular basis, independent judgment and discretion in performance of job duties
  • Ability to recruit, motivate, develop, and direct people as they work, identifying the best people for the job

Education
BA/BS in Information Technology, Computer Science, MIS or related field or equivalent work experience

Related Work Experience
  • 5 to 7 years IT work experience
  • 3 to 5 years Leadership experience
  • 2 to 4 years Project management experience

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
  • Strong leadership skills including at least one year of experience managing projects
  • Ability to work with large number of stakeholders and manage conflicts while setting directions and best practices
  • Proven ability to establish and articulate a vision, set goals, develop and execute strategies, and track and measure results
  • Ability to provide leadership, training and mentoring in a team environment
  • Proven ability to establish and articulate a vision, set goals, develop and execute strategies, and track and measure results
  • Ability to provide leadership, training and mentoring in a team environment
  • Proficient with the Microsoft Office Suite of products (Word, Excel, PowerPoint, Outlook)
  • Ability to facilitate cross functional meetings with clear, authoritative and professional communication
  • Skilled at partnering to resolve conflict and conduct effective negotiation
  • Strong customer service mindset with ability to appropriately balance risk with delivery expectations
  • Detail oriented with strong organizational skills
  • Demonstrated ability to extract report requirements from customers
  • Advanced skills in developing highly articulate and creative presentations and presenting to all levels of the organization

WORKING CONDITIONS
Office environment

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: 13526 Business Unit: Corporate Apply Later

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  • Information Technology Services, Maryland Heights, Missouri, United StatesRemove