Senior Manager, Solution & Service Management
Company
Summary:
Crown Castle is the nation's largest provider of shared communications infrastructure:
towers, small cells and fiber. It all works together to meet unprecedented demand--connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we're the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is a Fortune 500 company, publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of $100B. Role:
As a Sr. Manager, Solution and Service Management, you'll join our Data & Digital team helping us lead, design and build our digital transformation and define what's next for our business--while working in an organization that's continuously investing in data and systems. The Sr. Manager, Solution and Service Management will lead teams that deliver application support services to Crown Castle's business and IT users. You are a collaborative leader with experience building stable, resilient, and cost-efficient production and support capabilities. You thrive in a space where you are advocating, challenging, and influencing both teams and stakeholders in seeing the benefits for adoption of ITIL service management practices. Responsibilities Develop and execute the plan to build and evolve a centralized competency for production engineering support and IT operation services across the enterprise Drive the adoption of IT Service Management (ITSM) practices and solutions to help reduce the total cost of ownership through economies of scale Develop uniform processes, policies and procedures which translate into increased system availability for improved organizational responsiveness and agility Create effective partnerships with third party partners for IT service transformation and support Develop, maintain, and improve Service Level Agreements (SLA's) with partners; Understand requirements, establish and communicate KPI's / performance metrics and leverage data to identify trends and opportunities for continuous improvement that drive customer satisfaction Coach teams towards implementing and working within an Agile environment Optimize total cost of ownership for the D&D technology platform in partnership with other teams Perform ongoing assessments of teams, programs, to support continuous improvement Help teams continuously reflect and improve, becoming more effective in their roles and increasing their predictability, teamwork, and practices Expectations Develop plans and executes strategy working with senior leadership, including business, production, operational and/or organizational priorities Supervise, coordinate, provide leadership to and review the work of professional employees to accomplish operational plans and results Maintain an awareness of changing organizational conditions and their impact to the strategic objectives, using knowledge to adapt and evolve their approach. Take primary responsibility for relationships with product & business stakeholders within and across teams to better plan for and prioritize work Demonstrate maturity and ability to communicate at all levels of the company Education/Certifications BS Degree in Information Technology, Computer Science, Engineering, or related discipline ITIL strongly preferred Agile certifications preferred Experience/Minimum Requirements 5
years of enterprise IT service and operations leadership 5
years' experience managing enterprise IT operations and/or engineering production support teams Hands on experience implementing ITIL service management practices Prior expertise in building and managing high-performing application support teams, including developing strategy and operational processes Experience with Splunk and Dynatrace Prior software development / production management experience Experience defining portfolio management mechanisms, collecting requirements, writing detailed functional workflows and specifications, coordinating efforts to scope, schedule, and deploy new ways of working Broad understanding of cloud, virtualization, and API technologies Deep knowledge and understanding of governance and compliance expected from providing solutions in systems and technology domains Highly-collaborative with strong written and verbal communication skills; ability to lead and influence at all levels of the organization Project planning and organization skills, including the ability to identify and build project plans and goals that align with organizational objectives Self-starter:
seeks new and creative ways to deliver results for customers and proactively identifies opportunities for continuous improvement Problem solving mindset and solution-enabler; ability to identify problems, make decisions and drive innovative solutions Working Conditions:
This is a remote role with the expectation of on-site collaboration with teammates and stakeholders for moments that matter. Travel up to 20% may be required. Additional Information:
Crown Castle has a COVID-19 Vaccine Policy in place requiring vaccination by your employment start date, unless approved for an accommodation or otherwise prohibited by law. #LI-CM1 #LI-Remote
Salary Range:
$100K -- $150K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
Summary:
Crown Castle is the nation's largest provider of shared communications infrastructure:
towers, small cells and fiber. It all works together to meet unprecedented demand--connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we're the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is a Fortune 500 company, publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of $100B. Role:
As a Sr. Manager, Solution and Service Management, you'll join our Data & Digital team helping us lead, design and build our digital transformation and define what's next for our business--while working in an organization that's continuously investing in data and systems. The Sr. Manager, Solution and Service Management will lead teams that deliver application support services to Crown Castle's business and IT users. You are a collaborative leader with experience building stable, resilient, and cost-efficient production and support capabilities. You thrive in a space where you are advocating, challenging, and influencing both teams and stakeholders in seeing the benefits for adoption of ITIL service management practices. Responsibilities Develop and execute the plan to build and evolve a centralized competency for production engineering support and IT operation services across the enterprise Drive the adoption of IT Service Management (ITSM) practices and solutions to help reduce the total cost of ownership through economies of scale Develop uniform processes, policies and procedures which translate into increased system availability for improved organizational responsiveness and agility Create effective partnerships with third party partners for IT service transformation and support Develop, maintain, and improve Service Level Agreements (SLA's) with partners; Understand requirements, establish and communicate KPI's / performance metrics and leverage data to identify trends and opportunities for continuous improvement that drive customer satisfaction Coach teams towards implementing and working within an Agile environment Optimize total cost of ownership for the D&D technology platform in partnership with other teams Perform ongoing assessments of teams, programs, to support continuous improvement Help teams continuously reflect and improve, becoming more effective in their roles and increasing their predictability, teamwork, and practices Expectations Develop plans and executes strategy working with senior leadership, including business, production, operational and/or organizational priorities Supervise, coordinate, provide leadership to and review the work of professional employees to accomplish operational plans and results Maintain an awareness of changing organizational conditions and their impact to the strategic objectives, using knowledge to adapt and evolve their approach. Take primary responsibility for relationships with product & business stakeholders within and across teams to better plan for and prioritize work Demonstrate maturity and ability to communicate at all levels of the company Education/Certifications BS Degree in Information Technology, Computer Science, Engineering, or related discipline ITIL strongly preferred Agile certifications preferred Experience/Minimum Requirements 5
years of enterprise IT service and operations leadership 5
years' experience managing enterprise IT operations and/or engineering production support teams Hands on experience implementing ITIL service management practices Prior expertise in building and managing high-performing application support teams, including developing strategy and operational processes Experience with Splunk and Dynatrace Prior software development / production management experience Experience defining portfolio management mechanisms, collecting requirements, writing detailed functional workflows and specifications, coordinating efforts to scope, schedule, and deploy new ways of working Broad understanding of cloud, virtualization, and API technologies Deep knowledge and understanding of governance and compliance expected from providing solutions in systems and technology domains Highly-collaborative with strong written and verbal communication skills; ability to lead and influence at all levels of the organization Project planning and organization skills, including the ability to identify and build project plans and goals that align with organizational objectives Self-starter:
seeks new and creative ways to deliver results for customers and proactively identifies opportunities for continuous improvement Problem solving mindset and solution-enabler; ability to identify problems, make decisions and drive innovative solutions Working Conditions:
This is a remote role with the expectation of on-site collaboration with teammates and stakeholders for moments that matter. Travel up to 20% may be required. Additional Information:
Crown Castle has a COVID-19 Vaccine Policy in place requiring vaccination by your employment start date, unless approved for an accommodation or otherwise prohibited by law. #LI-CM1 #LI-Remote
Salary Range:
$100K -- $150K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
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