IT Service Manager Specialist – Service Delivery, Employee Operations

IT Service Manager Specialist – Service Delivery, Employee Operations Location New York Business Area Workplace Operations and Supply Chain Ref # 10043186

Description & Requirements

The energy of a newsroom, the pace of a trading floor, the buzz of a recent tech breakthrough; we work hard, and we work fast - while keeping up the quality and accuracy we're known for. It's what keeps us inventing and reinventing, all the time. Our culture is wide open, just like our spaces. We bring out the best in each other through collaboration. Through our countless volunteer projects, we also help network with the communities around us, too. You can do amazing work here. Work you couldn't do anywhere else. It's up to you to make it happen


What's the Role?
As an ITSM Specialist in our Workplace Operations team, you will play a pivotal role in enhancing the efficiency and effectiveness of our workplace processes, improving the employee experience, and delivering operational excellence. Supporting multiple service delivery and employee operations product owners globally, you will be responsible for promoting and delivering ITIL best practices, continual improvement, data insights and reporting, automation, and service design to create a more efficient, proactive, and frictionless support experience for our employees.
Leveraging your expertise in optimizing and streamlining end-user services operations, coupled with a deep understanding of end-to-end enterprise service delivery, you will be accountable for the delivery, project management, service design, and ongoing support of enterprise service delivery initiatives. You will support the global product owners implementing continual improvement and proactive support initiatives while aligning service operations and processes globally to deliver a best-in-class employee “one support” experience.
We’ll Trust you to:

• Identify and implement improvements to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring service quality and employee satisfaction.
• Act as a liaison between technical teams and stakeholders, gathering key requirements and relevant information necessary to effectively deliver ongoing initiatives.
• Implement ITIL best practices to drive continual improvement and simplification of the delivery of services, while identifying and resolving process inefficiencies.
• Generate data insights using AI, scripting, and reporting tools to identify opportunities and improve operational efficiency and transparency, execute problem management, and drive proactive support initiatives.
• Develop and execute initiatives to reduce incidents, automate workflows, improve system reliability, and improve the employee experience.
• Create executive-level presentations on service performance, data insights, OKR’s, and continuous improvement initiatives. Communicate project updates clearly and concisely.
• Lead project management and delivery across areas such as hardware refresh, enterprise printing, software, and mobility, leveraging Agile methodologies to drive timely and successful outcomes.
• Support product owners on implementation, deployment, and lifecycle management of new and existing hardware technologies.
• Collaborate cross-functionally with global teams to align support strategies, ensure seamless integration of new services and tools, consistency, and service excellence across all regions.
• Support QA testing initiatives of hardware and software rollouts prior to deployment to ensure compatibility and performance, prevent impact to end users, and implement a release management framework.
• Define, optimize, and mature employee support policies and processes to ensure global consistency and efficiency.
• Generate and analyze reports on service metrics and operational performance to identify and drive continual improvement opportun