Our People Crowley is a privately-owned marine, transportation and logistics company providing worldwide solutions since 1892. We have over 6,000 high-performing team members in 35 countries and Caribbean territories, who are diverse, encouraged and deliver on their commitments. We are Crowley, the people who know.
The Crowley Way We believe in and celebrate the power of collaboration between people with diverse backgrounds and experiences who share their differences and are driven to achieve business and personal goals. We support the development of our high-performers and are committed to guiding them every step of the way.
What does this role look like?
Responsible for overseeing and managing the Company's IT service management operations which include establishing and maintaining the program which will help develop, improve, and deliver ITIL process management.
Responsible for the service management program including the Company's 24X7 service management services, as well as associated technology, applications, systems, infrastructure, and processes.
Proactively works with architecture teams, business units and ecosystem partners to implement practices that meet agreed-on policies and standards for service management.
Some of your main responsibilities will be:
Manage the implementation and provisioning of IT Service Management products, tools, and services.
Improve process and identify opportunities to better leverage existing technologies used to manage existing processes.
Work with appropriate resources to understand, develop and document the process to help expand and tailor processes to the environment, including the development of services roadmaps that align to business strategy and corporate objectives.
Manage the current ITIL processes including documentation, training, monitoring, improvement, and enhancements.
Act as process owner in review, definition, and execution of ITIL processes in support of the rest of the IT organization, including collaboration in support and participation.
Train and educate the IT and supporting business teams of the process expectations and methodology (including tools) to ensure that all intended support personnel understand and implement the process(es).
Act as the escalation lead for all service delivery issues, including active engagement and participation as the on-call lead for service disruptions and degradation, including all major incidents.
Coordinate with internal and external vendors, partners, and teams to ensure smooth service operations.
Create and manage a unified and flexible control framework to integrate and normalize the wide variety and ever-changing requirements resulting from global laws, standards, and regulations.
Partner with Business Unit IT operations teams to extend service delivery capabilities where possible.
Develop and implement service standards and procedures for the service delivery teams.
Manage the service desk operations.
Maintain customer relationships and improve response and delivery times.
Resolve any service problems or customer complaints.
Conduct periodic reviews and appraisals of team members and services to identify and promote improvements
Create and present regular service delivery reports and dashboards to management.
Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers.
Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.
Establishing and articulating business requirements for new services or changes to existing services
Mediating in cases where there are conflicting requirements for services from different business units.
Ensuring that the current and future service level requirements (service warranty) of customers are identified, understood, and documented in SLAs and Service level requirements (SLR)
Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs.
Negotiating and agreeing on OLAs.
Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures.
Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets.
Working with Vendor Management Office, ensuring that service reports are produced for each required service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their reoccurrence.
Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions.
Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided.
Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually.
Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings.
Identifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations.
Managing customer complaints including their recording, management, escalation (where necessary) and resolution.
Measuring, recording, analyzing and improving customer satisfaction.
Conducts analysis and provides input into information technology strategic planning.
Develop and manage the budget for assigned areas of responsibility. Plans and manages projects, develops business cases and assures that all necessary steps are taken to meet project goals and milestones.
Develop strong relationships with business partners, an understanding of business processes and provides technical consulting to other areas of the business.
Maintain professional and technical knowledge through educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Bachelor's degree in computer science, information systems, business or a related field; or a combination of post high school and experience equal to nine (9) years.
5 -10 years directly related information technology experience.
Advanced proficiency with Microsoft Office products, including Word, Outlook, PowerPoint, Teams, SharePoint and Excel.
Knowledge and Experience of ITSM/ITIL frameworks and processes. Training and/or Certifications a plus, including ITIL, COBIT, LeanIT, Agile, Kanban.
Management of Outsourced Service Providers, Contractors and Partners
What an average day looks like:
High level of personal integrity, as well as the ability to professionally handle confidential matters and show an appropriate level of judgment and maturity.
Ability to communicate effectively verbally and in writing, including conveying technical information to technical and non-technical users.
Ability to establish and maintain effective working relationships with internal/external business partners.
Ability to mentor, coach, train and/or supervise employees.
Ability to evaluate process effectiveness and develop change or alternatives.
Ability to prepare, monitor and administer budgets, as well as the ability to perform financial analysis.
Ability to function effectively with, or as part of a team.
Ability to identify and/or document existing and new trends, as well as evaluate and predict their impact on the organization.
Ability to provide subject matter expertise, counsel, and effectively influence others at various levels within the organization.
Knowledge of and ability to conduct need, trend, feasibility and performance assessments.
Knowledge of the principles and practices of project planning, development and evaluation as well as the ability to meet project deadlines.
Knowledge of and ability to apply the principles and practices to strategically align tasks and people with organizational goals and objectives.
Knowledge of and ability to apply the concepts, principles and practices of change management.
Knowledge of training methodology and the ability to develop and facilitate technical/operational training to others.
Apply if you identify with these competencies:
Demonstrates self-awareness (Our culture thrives on positive intent, which applies to receiving/giving feedback).
Action-oriented (you figure things out and execute).
Manage ambiguity (things change so we want to know you can adapt).
Collaborates (you know five heads are better than one).
Nimble learning (you're knowledgeable of a lot of subjects and are not afraid to share and seek new skills and insight).
What else is in it for you? Our people enjoy some amazing perks, check out a few below: Employee resource groups - These dynamic committees are driven by you and your peers and are designed for networking, engaging and growing your interests. We welcome new groups all the time! Personal development - We believe that personal development is key to a high-performance organization and encourage our employees to own their own growth. We offer a variety of training classes and resources for employee and team development and promote a culture of learning. Awesome people - Your colleagues will challenge you to be your best every single day and acknowledge your efforts. Plus, our people know how to have fun. (Search #OneCrowley for a sneak peek) If this position doesn't sound like a fit for you, check out our other openings. www.crowley.com/careers
EEO Statement We're an Equal Opportunity Employer. For affirmative action purposes and to assist in our compliance with federal government record keeping, we would request that you complete a voluntary self-identification information form. All information provided will be kept confidential and separate from your application data.
Working Conditions Normal office environment with little exposure to excessive noise, dust, temperature and the like. Extended use of a computer keyboard, viewing of a computer monitor and the ability to sit for long periods of time.
FLSA Status The position is Exempt. May require the ability to work overtime to meet required deadlines. All work rules, including those that pertain to safety and health are expected to be respected and complied.