Senior Manager, Digital Services Management

Calabrio has embarked on a journey and is truly committed to establishing a value fabric that transforms its customer, employee, and stakeholder experiences through seamless integrated, agile, data-driven, and secure Digital Services. Such endeavor requires leaders passionate about customer experience and committed to consistently deliver value, while focusing on digital services with inherent trust and resilience.

Calabrio is looking for Sr. Manager, Digital Services Management to support the transformation program and drive agile program management and governance.

If you are passionate about being a solution leader for a global software company with an entrepreneurial work environment and solving complex problems, this is the role for you!

What you’ll be doing:

• Manage various projects under digital transformation initiatives. This includes facilitating the planning and the prioritization of complex services launch. Work directly with partners, staff, and agencies to ensure project success.
• Own Agile DevSecOps processes and strategically drive the adoption thru technology and digital services.
• Define, design, and implement processes and procedures based on industry standard Information Technology Infrastructure Library (ITIL) including but not limiting to change, release, configuration, incident, knowledge management, and service support for enterprise digital services.
• Work closely with program leadership, cross-functional teams to plan and develop scope, deliverables, required resources, work plan, budget spending, and timing for new initiatives.
• Define and implement enterprise digital services demand and resource management processes and evaluation metrics.
• Develop the execution plan for competing projects related to the enterprise digital services priorities.
• Work with internal/external stakeholders to identify risks and opportunities across multiple projects to maximize the ROI.
• Analyze, evaluate, and overcome program risks, and produce program KRA/KPI reports for management and stakeholders.
• Ensure that the current and future service level requirements are identified, understood, and documented in SLA (Service Level Agreement), OLA (Operational Level Agreements) and service level requirements (SLR) documents under partner/service-provider contract.
• Provide central management and governance of strategic offshore partners to optimize business outcomes and ongoing availability for functions leveraging this service model.

We’re looking for:

• Strong experience utilizing Project Management tools Azure-DevOps (ADO) to its maximum extend.
• Extensive experience with Service Management systems.
• Excellent understanding of information technology service management and industry best practices.
• Strong team player – work with internal and external stakeholder to solve problems and actively incorporate input from various sources.
• Excellent communication skills and collaborative working style. Strong critical thinking and analytical skills and ability to think “out of the box” required.

Requirements

Requirements:

• 10+ years of experience in developing, administering, or conducting IT service management work system and processes.
• 5+ years of experience in managing complex technology and transformation programs.
• Industry recognized certifications are a plus – e.g., PgMP, ITIL V4 Managing Professional, GCPM or similar.
• In-depth knowledge of ITIL V4, ISO-20000.
• Willing to travel- up to 30%.

Benefits

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity.  Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and truly excited to come to work!

About Calabrio:

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform and our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Our solutions are built on an intuitive, web-based architec