IT Service Manager

IT Service Manager

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Job area Corporate functions Location Marietta (Atlanta), United States of America. Contract type Full time
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About Vanderlande

As a subsidiary of Toyota Industries (TICO), Vanderlande North America is enjoying rapid growth and extraordinary market demand. Vanderlande is a global market leader in material handling system manufacturing, design, installation, and service. Vanderlande systems employ the latest in robotic, mechanical, and software technology. Vanderlande’s customers are household names in e-commerce, package delivery, and air transportation.

We are currently looking for an IT Service Manager that will be supporting the Vanderlande North America Warehouse business.

Position Summary:

As an IT Service Manager, you will be working as part of the Vanderlande North America Service team directly supporting customers with IT technology, security and operations requirements.  The IT Service Manager will work with the customer to ensure the delivery of day to day operations, supporting the end to end life cycle of IT services for production and test systems which are mission critical (eg Warehouse management and controls systems, software functional module controllers, Servers, Clients, Databases, PLCs, IPC’s and critical customer and 3d party interfaces). The IT Service Manager will work closely with the Service Contract Manager and collaborate on service delivery utilizing onsite resources as well as remote teams and 3rd party support vendors.  the way through senior level executives is desired.

IT Service Manager

The candidate must be able to demonstrate 3+ years’ experience of relevant IT Project or Service Management experience within business critical IT environments; preferably client facing. The candidate should be able to demonstrate knowledge of IT Service Management Processes (ITIL, BISL, ASL, etc) as well as an understanding of change management principles.

Essential Functions (Job Duties and Responsibilities):

  • Establish relationship with customers and act as primary point of contact for IT service delivery

  • Coordinate troubleshooting, support, and service for MHS IT Systems and applications when necessary

  • Manage all internal and external stakeholders and departments, manage risk, issues and expectations

  • Assist in development of roadmaps and life cycle plans for Vanderlande IT Products and Solutions

  • Conduct impact analysis and act as go/no-go gatekeeper in the change management process

  • Maintain relationships with IT Products and services in Vanderlande and with 3rd party suppliers

  • Identify, analyze and prepare risk mitigation tactics

  • Identify and manage anticipated resistance

  • Consult and coach site teams

  • Coordinate efforts with other specialists

  • Evaluate and ensure user readiness

  • Track and report issues

  • Define and measure success metrics and ensure adherence to contractually defined KPI’s

Required Education and Experience:

  • Bachelor's degree from four-year College or university; or 5 to 10 years related experience and/or training; or equivalent combination of education and experience

  • 3+ years of experience working as a client facing IT project/service manager with a focus on mission critical IT infrastructure and software changes that impact production environments

Preferred Qualifications:

  • Bachelor's degree in Information Technology or Computer Science from an accredited program

  • 3+ years of experience working as a client facing IT project/service manager with a focus on material handling systems, environments

  • CI/CD knowledge and experience

  • Knowledge of IT Service Management processes (ITIL, BISL, ASL or other) preferably on Intermediate level and software development knowledge is preferred

Knowledge-Skills-Abilities (Competencies):

  • Experience and knowledge of I service management principles, methodologies and tools

  • Exceptional communication skills, both written and verbal

  • Excellent active listening skills

  • Ability to clearly articulate messages to a variety of audiences

  • Ability to establish and maintain strong relationships

  • Ability to influence others and move toward a common vision or goal

  • Flexible and adaptable; able to work in ambiguous situations

  • Resilient and tenacious with a propensity to persevere

  • Forward looking with a holistic approach

  • Organized with a natural inclination for planning strategy and tactics

  • Problem solving and root cause identification skills

  • Able to work effectively at all levels in an organization

  • Must be a team player and able to work collaboratively with and through others

  • Acute business acumen and understanding of organizational issues and challenges

  • Familiarity with project management approaches, tools and phases of the project lifecycle

  • Experience with large-scale technical change efforts

Position Type/Expected Hours of Work:

This is a full-time position, with a standard M-F work week.

Travel:

  • Occasional travel to customer sites in North America is required

  • Some international travel will be required for training purposes

Supervisory Responsibility:

This position has no supervisory responsibilities

Work Environment and Physical Demands:

The role may require site visits and candidates should be able to access, unhindered, these environments  in order to perform essential functions of this job. These will include site inspections and visual checks if and when required.

Other Duties:

The role will require the candidate once established to provide cover for other team members, and assist in training , development and mentoring of other members of the team. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Vanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regards to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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