Sr Manager, ITSM

Cox
$108,800.00 - $181,400.00 / yr
parental leave, paid time off, paid holidays, sick time, 401(k)
United States, Georgia, Peachtree Corners
Mar 23, 2025
The Sr Manager of IT Service Management (ITSM) will be responsible for providing thought leadership, strategic direction, and operational oversight of the organization's ITSM processes and solutions. This role will drive the transformation and maturity of ITSM programs to meet business objectives with a focus on user experience and support. The Sr Manager will direct the planning, implementation, and operations of the overall team, processes, and tools/technology. This role also provides leadership and guidance to internal team members. Job Responsibilities: Develop and maintain an ITSM strategy and roadmap with a focus on organizational collaboration and alignment. Lead the execution of ITSM capabilities and services ensuring to act on timely and urgent needs. Ensure that Cox Enterprises maintains an effective and reliable Disaster Recovery strategy, including conducting annual validations. Oversee Cox Enterprises' Incident, Change, and Knowledge Management processes, standards, and technologies. Manage the completeness and accuracy of Cox Enterprises' Configuration Management Database (CMDB) and ensure that CMDB data is used appropriately across integrated services and platforms to provide maximum value. Develop timely and accurate ITSM Metrics providing Cox Enterprise Leaders the ability to make data based decisions. Promote a culture of self-service by providing tools to customers that are easy to use and solve business needs. Evaluate ITSM roadmaps for changes and updates, determining their impact on employees and processes. Oversee the installation, maintenance, configuration, and support of business-critical ITSM services and processes. Ensure the services and processes are user-friendly, high-performing, high-quality, and modern solutions. Plan and design for the future. Oversee the operations, processes, and standards of ITSM use across multiple deployment strategies (i.e. on-premises, in the Cloud, Hybrid, SaaS). Manage vendor relationships, ensuring regular effective communications and adoption of product releases and enhancements. Translate requests from boundary partners into conceptual solutions that can be technically designed and developed. Lead a team by coaching, mentoring, developing, providing resources, and assisting as needed. Evaluate individual performance in accordance with company policy and standards. Provide corrective action for poor behavior and reward outstanding performance. Assist in the financial management of the department. Create and justify capital and operating expense items for budget purposes, track purchases, and true-up budgets. Build and nurture relationships with key customers, peers within the organization, key vendors/partners, and professionals in other organizations. Act as Availability Manager during times of high-severity outages, manage the problem resolution process, assign and rotate resources as necessary, and complete after-action reports. Resolve group issues and conflicts to promote excellent customer service, professionalism, and a positive work environment. Ensure accurate and timely reporting of system performance and related information to management as required. Examples include system metrics, timesheets, and project plans. Manage the productivity and performance of the team with a large focus on mentoring and people development. Support and foster innovative technologies to deliver new ideas that enable business transformation. Qualifications: Required: Bachelor's degree and 8 years' experience in a related field OR a Master's degree and 6 years' experience OR a Ph.D. and 3 years' experience OR 12 years' experience in a related field. 3+ years of leadership experience. Experience implementing and managing ITSM processes. USD 108,800.00 - 181,400.00 per year Compensation: Compensation includes a base salary of $108,800.00 - $181,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Benefits: The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. About Cox Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today! Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page . Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.