PRIMARY PURPOSE
Leads the team responsible for developing the strategy, standards, processes and practices for TransLink Asset Management (ITAM) and IT Service Management (ITSM). Oversee the definition, delivery and continual improvement of established processes and procedures across the organization, leveraging the Information Technology Infrastructure Library (ITIL) framework. Contributes to the implementation and sustainment of ITAM strategies, policies, procedures, standards, and governance to effectively manage hardware and software assets while optimizing cost and value.
This is highly customer-focused, requiring strong service delivery and business aligned ITAM practices. It ensures sustainment and availability of production environments is a top priority.
KEY ACCOUNTABILITIES
Leads the design and implementation of initiatives, policies and processes aimed at improving ITAM and ITSM services and operations.
Establishes IT Asset Management (ITAM) and IT Service Management (ITSM) strategies and frameworks to support the strategic business goals and objectives of TransLink enterprise. Leads the team to develop and document the standards, processes and practices to govern these IT services.
Oversee the delivery of IT services through analysis, incident and problem management, change management and request fulfillment and oversee the process design for event management. Develop strong relationships with internal customers to understand service level expectations, identify opportunities and deliver a more efficient and cost-effective process.
Leads continual service improvement on enterprise IT services by identifying opportunities and recommends solutions for improvement around existing business/technology practices and accompanying processes and collaborates with internal support teams to ensure seamless and consistent Service delivery and service ownership from initial reporting to customer resolution / fulfillment.
Acts as the business lead for ITAM and ITSM technology platforms and recommend new methods and tools for improved efficiency.
Leads the team in all aspects of the IT Asset lifecycle from procurement to disposal. Establish and maintain accurate and complete hardware and software inventories, classify & categorize assets, govern software licensing, contracts, and entitlements to establish a compliance position, and adhere to regulatory requirements and audit controls.
Collaborates with IT finance and Vendor & Partner Management teams to help optimize IT asset value through effective asset utilization, supporting cost savings and fiscal responsibility.
Build partnerships with Business Leaders at various levels to guide strategic decision making and influence how IT can enable new sources of value. Fosters collaboration and develops highly responsive working relationships with cross functional IT teams. Champions innovation and recommends best practices as it relates to ITAM and ITSM processes.
Manages a diverse cross functional team to maintain highly reliable services with a focus on quality, business enablement and improving customer experience. Lead the team on strategies for improved services, performance, and reliability to ensure service delivery meets established standards and service level agreement.
Contributes as a key member of the IT delivery team in identifying and acting on risks and opportunities associated with ITSM and ITAM functions and alerting senior management to critical issues. Providing reports and presentations for senior management as required.
Serves on internal committees and technology projects as assigned; actively involved in the development of enterprise technology standards, processes, and performance metrics to ensure ITSM and ITAM value to the enterprise. Provides customer-centric advice and services in assessing evolving business requirement, shaping, and prioritizing technology needs, developing and delivering solutions.
