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Manager IT Service Management CoE

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Date: Aug 1, 2022

Location(s): Juno Beach, FL, US, 33408

Company: NextEra Energy

Requisition ID:  61346 

 

Our reliability is one of the best in the nation, and we’re working to make it even better. We live here too. That’s why we’re committed to making Florida a better place. Join our team today Learn more

 

Position Specific Description

As part of the Technology Solutions and Cybersecurity team, this role will partner with Infrastructure Tower leaders to lead, manage, and be accountable for delivering the IT Service Management tools and processes supporting IT Operations Strategy.  This individual will manage the IT Service Management team, ServiceNow platform, and portfolio of IT Operational Tools supporting various IT operational processes. The role is a new position created specifically to bring delivery excellence and Maturing IT Operational processes. The right candidate will have the budgetary oversight, creating the team from scratch, and IT service provider relationship responsibility. The role will be responsible for owning and driving the execution of the IT Service Management strategy and ensuring the Information Technology Services organization adheres to Information Technology Infrastructure Library (ITIL) standards and best practices. The right candidate will be the owner of all ITIL processes and is responsible for the creation, training, performance tracking, and reporting of these processes. The CoE Manager will work across all functional areas within IT to ensure processes are implemented on the ServiceNow platform, followed, and aligned with business needs. The position will ensure continual improvement of service management policies and processes.


RESPONSIBILITIES NOT LIMITED TO:

  • Formulating, documenting and maintaining the organization’s overall IT strategy, so as to best underpin the business strategy
  • Assisting in informing, publicizing and marketing of the key aspects of the IT SM strategy so that all customers, potential customers, staff members, suppliers and other relevant groups are aware of the strategy and how it will be taken forward
  • Being responsible to the IT SM steering group for the successful implementation and operation of the IT SM strategy.
  • Reviewing the operation and performance of the IT SM strategy and making any necessary changes or adjustments to the IT strategic plans or the way they are implemented or operated
  • Own ITSM processes, and strategically drive adoption through the IS department.
  • Define, design, and implement processes and procedures based on industry-standard Information Technology Infrastructure Library (ITIL) V4.  
  • Develop and maintain a roadmap that drives implementation throughout IS for ITSM delivery, metrics and governance.
  • Establish Virtual Process Library to document the publish the enterprise IT SM processes for 15 foundational ITIL processes. 
  • Establish processes and procedures for the IT Monitoring Center
  • Drive Automation and AI Ops strategy to support I&O function
  • Own the technical support and operations of enterprise IT Service Portal. 
  • Own ServiceNow platform operations, licensing management, and architecture.
  • Partner with other leaders across the organization and champion the day-to-day operation, continuous improvement and governance of the lifecycle of IT Service Management
  • Develop and implement an overall IT Service Management training strategy and plan.
  • Responsible for operation of the process including accepting, processing, and reporting the status of RFCs, as well as preparing and orchestrating the CAB Agenda
  • Develop, coordinate, and perform a post-change review of scheduled changes for all RFCs and maintenance efforts.
  • Planning and managing support for incident management tools and processes
  • Driving the efficiency and effectiveness of the IT SM processes
  • Coordinating interfaces between design coordination, service transition planning and reporting and other processes
  • Ensuring the consistent design of appropriate services, service management information systems, architectures, technology, processes, information, and metrics to meet current and evolving business outcomes and requirements
  • Coordinating all design activities across projects, changes, suppliers, and support teams, and managing schedules, resources, and conflicts where required
  • Planning and coordinating the resources and capabilities required to design new or changed services
  • Ensuring that appropriate service designs and/or SDPs are produced and that they are handed over to service transition as agreed
  • Managing the quality criteria, requirements, and handover points between the service design stage and service strategy, and service transition
  • Ensuring that all service models and service solution designs conform to strategic, architectural, governance, and other corporate requirements
  • Improving the effectiveness and efficiency of service design activities and processes
  • Coordinating service transition activities across projects, suppliers, and service teams
  • Ensuring that the final delivery of each service transition meets the agreed customer and stakeholder requirements specified in the service design package
  • Producing a process map of all of the processes and their high-level interfaces, to ensure integration, consistency, and continuity across all processes
  • Ensuring that the design of all processes, roles, responsibilities, and documentation is regularly reviewed and audited for efficiency, effectiveness, and compliance
  • Designing measurement methods and metrics to support the continual improvement of service provision and all supporting processes
  • Recommending proactive, innovative IT solutions for the improvement of IT design and operation whenever and wherever possible
  • Reviewing IT costs against external service providers, new developments, and new services, initiating proposals to change IT design where appropriate cost reductions and benefits can be achieved, in consultation with financial management for IT services
  • Managing and maintaining the organization’s service catalog portfolio
  • Managing the surrounding processes for keeping the portfolio attractive to customers and up to date
  • Marketing the portfolio, and in particular the service catalog, so that customers and potential customers are aware of the services available
  • Helping formulate service packages and associated options, so that services can be combined in logical groupings to produce products that can be marketed, sold and consumed to best meet customers’ needs
  • Ensuring that all operational services and all services being prepared for operational running are recorded within the service catalog
  • Identifying and analyzing patterns of business activity to understand the levels of demand that will be placed on a service
  • Helping design services to meet the patterns of business activity and the ability to meet business outcomes
  • Gearing the utilization of resources that deliver services to meet the fluctuating levels of demand for those services

 

REQUIRED EXPERIENCE:

  • Strong ITIL ITSM processes excellence experience.
  • In-depth knowledge of the implementation of IT Service Management tools such as ServiceNow and other tools.
  • Hands-on experience in building and implementing IT Service Management center of excellence function from the ground up. 
  • Good understanding of the foundational ITIL processes.
  • Preferable certification in the ITIL V4 foundation.
  • General understanding of the various best-in-class Infrastructure monitoring tools available in the market
  • Experience in working with a Managed service provider offering remote infrastructure support services
  • Experience in the implementing ServiceNow work management platform for the IT operations
  • Sound knowledge of the process engineering and IT work process design frameworks
  • General understanding of the Infrastructure tools and their integration with ServiceNow
  • Understanding of Service Catalog development process
  • Experience work with offshore vendors
  • Technical understanding of Infrsatuructre monitoring tools
  • Deep understanding of the following ITIL Processes – Incident, Problem, Change, Release, Service Transition, Availability, Capacity, Event, Service request, Knowledge, Continuity, Demand management

 

QUALIFICATIONS:

  • Bachelor's degree in information technology, engineering, or a related field
  • Preferred MBA or equivalent master’s from a premier institution 
  • At least 15 years of IT management experience, or a similar role in a fortune company.
  • Strong knowledge of IT service management platform ServiceNow.
  • Experience in RPA, ITSM Tools, and AI Ops tools 
  • Experience working with various standard IT Infrastructure management tools
  • Strong knowledge of the Networking technologies, Cloud Hosting, ERP applications, Mainframe, etc. is desired.
  • Four to Five years Utility industry Industry 
  • IT Consulting and IT Service Provider experience is an added benefit
  • Excellent managerial skills and ability to collaborate with team members, manage up/down/lateral
  • Ability to analyze a high volume of technical data and work in a fast-paced environment
  • Strong problem-solving, analytical, and time management skills
  • Highly effective communication skills both verbal, written, and presentation
  • Ability to communicate with both IT and business partners at various management levels
  • Capable of handling multiple tasks simultaneously under pressure during critical incidents
  • Critical thinking capability and ability to help drive resolution to complex technical problems
  • Flexibility to adjust to changing requirements, schedules, and priorities
  • Strong knowledge of MS Office and SharePoint

Job Overview

This position establishes strategy, develops business plans, and oversees and manages the design, development and implementation of technology solutions to meet business needs. Leaders in this role provide leadership and oversight to manage performance and results in one or more Information Technology (IT) disciplines. Individuals will be accountable for the reliability, performance, security, and continuity of IT systems and supported business processes.

Job Duties & Responsibilities

  • Provides leadership, influence, vision, and direction to the organization to contribute to achieving the company's goals
  •  Works with IT leaders to develop overall IT strategy in alignment with business strategy
  • Oversees value stream by focusing on cost and risks of technology portfolio to meet business needs
  • Supports and fosters innovative technologies to deliver new ideas that enable business transformation
  • Ensures high levels of ongoing system and application performance in production environments
  • Oversees development of processes and tools to automate code releases from development to operations (DevOps)
  • Attracts, develops and retains a high-performing and diverse team
  • Establishes and drives technology roadmaps that align with current and future business needs
  • Manages third party technical and outsourcing relationships to deliver project and operational support objectives
  • Ensures technology processes are conducted in line with applicable standards and company policies
  • Performs other job-related duties as assigned

Required Qualifications

  • High School Grad / GED
  • Bachelor's or Equivalent Experience
  • Experience: 8+ years
  • Supervisor/Management Experience: 2+ years

Preferred Qualifications

  • Bachelor's Degree

 

Employee Group:  Exempt
Employee Type:  Full Time
Job Category:  Information Technology
Organization:  Florida Power & Light Company 
Relocation Provided:  Yes, if applicable

 

Where permitted by applicable law, NextEra Energy requires all employees and new hires to be fully vaccinated for COVID-19 or be willing to receive the COVID-19 vaccination on or before the first day of employment.

 

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.

 

NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to recruiting-coordinator.sharedmailbox@nexteraenergy.com, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

 

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

 

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.

 


Nearest Major Market: Palm Beach
Nearest Secondary Market: Miami