Arizona Public Service Manager of IT Service Management in United States


Summary Overall responsibility (and lead facilitator) for the delivery, management and improvement of IT services to support the business and meet user needs, using a set of well-defined best practices based on Information Technology Infrastructure Library (ITIL) process framework for IT service delivery. Responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management processes and delivery model.

Minimum Requirements Bachelors' degree in Information Technology or related field and 5 - 7 years prior relevant experience or equivalent combination of education and directly related experience plus 3 years prior leadership experience. Requires advanced knowledge of job area typically obtained through advanced education combined with experience. Experience combining IT delivery, solutions implementation, project management, operations management, team leadership.

Preferred Special Skills, Knowledge or Qualifications Demonstrated in-depth knowledge of ITIL. Expert certification preferred. Project Management certification preferred. Demonstrated experience in delivering IT Service Management and process management through a structured approach, in a corporate environment; including ITIL. Excellent communication skills. Service, project and results-orientation, with strong analytical and problem solving skills. High-energy work ethic with the ability to establish vision, drive change and deliver results. Ability to facilitate cross-functional teams to develop, deliver, operationalize, document and support solutions. Knowledge of developing and managing continuous improvement programs.

Major Accountabilities 1) Contribute directly to the strategy, development and quality of IT Service Management and the company's service delivery capability. 2) Own specific IT Service Processes and ensure their effective delivery, management and improvement to meet the business needs. 3) Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements. 4) Support the development and reporting of a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above. 5) Own and lead the execution of the process development and improvement roadmap for multiple processes to improve alignment and business outcomes. 6) Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period. 7) Partner and collaborate with other teams to deliver a holistic IT Service Management program with a coordinated set of continuous improvement initiatives. 8) Work within the management structure to provide thought leadership on ITIL process development, the current position, roadmap and strategic direction.

Export Compliance/EEO

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, "U.S. Export Control Laws"). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates (“Pinnacle West”) provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

Job Title: Manager of IT Service Management

Job ID: 20180239

Location: Phoenix

Regular/Temporary: Regular