Manager, ITSM & Operations Services

Date: Feb 11, 2021

Location: Saint Louis, MO, US, 63101

Company: Spire Inc.

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of our business. We’re dedicated to understanding our customers’ needs and goals to better serve them today and tomorrow. That’s why we’re always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

We value safety, inclusion, and integrity. We connect to people, get the job done, and leave a memory and everything about our culture comes back to one thing: a handshake at the front door. We have 4 essential behaviors that show how the Spire culture comes to life:

Living Spire Behaviors

We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.

We Care: We create good memories by treating people how we want to be treated: We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.

We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.

We Have Perspective: We strive to gain additional perspective about Spire’s business and the ever-changing energy industry. We know that every employee plays an important role in Spire’s success, and we give our best to better understand how to help move the company forward.

Summary

The Manager, ITSM and Operations Services will manage a team dedicated to Information Technology Service Management (ITSM) activities for Information Technology Services (ITS), and for Spire across the enterprise. This role is responsible for the design, deployment, education and continual adoption of ITSM and its related processes: Incident Management, Request Fulfillment, Problem Management, Configuration Management, Change Management, and Knowledge Management. This position is responsible for managing the daily operations of the ITSM tool and the Service Desk, establishing service level agreement metrics and reporting, and continuous innovation and improvement of our ITSM platform. The role is also responsible for oversight of the daily execution of the ITS Change Management processes and the CMDB. The focus of this position is to provide leadership, strategy and tactical execution management to facilitate organization, consistency and innovation in Spire’s ITSM environment and Service Desk operations, asset acquisitions and the configuration and administration of various other systems.

Duties and Responsibilities

  • Provide leadership and strategy to define and implement the roadmap of ITSM processes: Change, Incident, Request, Problem and Knowledge Management and develop and manage service request handling as well as escalation policies and procedures
  • Create, manage, report and communicate on the ITS Service Level Agreements and metrics
  • Monitor incident trends and anticipate potential problems for proactive resolution
  • Manage exceptions to the process, and look for opportunities to remediate and prevent recurrence of the exception
  • Manage and innovate the Change Management process and CMDB across the enterprise, including managing the change calendar, escalation process, post-implementation review and communication of upcoming changes to impacted parties and the
  • Prepare enterprise Change Approval Board (CAB) meeting agenda and capture issues and suggestions, and propose solutions
  • Manage the Service Desk team, including our third-party Service Desk support vendor, ensuring adherence to our ITSM processes and SLAs for handling Service Requests
  • Institute processes in adherence to ITIL, using industry best practices to provide continuous improvement to Service Desk operations
  • Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the enterprise
  • Manage the service lifecycle of new and existing Service Management processes, including new process design, introduction, amendment and retirement
  • Educate, enable and promote Service Management awareness of, and access to, Service Management processes, including educating and training the Service Desk team and ITS for future ITIL process deployment and our customers on our ITSM and processes
  • Manage the daily operation of our ITSM tool, including system configuration, administration and enhancements
  • Manage the daily operation and configurations of various ITS systems, including an onboarding system for third party contractors and an electronic security form
  • Carry out all other related tasks as assigned

Supervisory Responsibilities

Position will manage the Service Desk operations team of three individuals and a third party Service Desk support vendor, ITSM Analysts, and Asset Acquisition Coordinators

Required Education (certifications, licenses)

  • Bachelor’s Degree in Computer Science, Information Systems, Business Analysis or similar analytical discipline required
  • Master’s Degree is preferred
  • ITIL Foundation certification (v3) required, (v4) is preferred
  • PMP Certification is a plus

Required knowledge, skill and abilities

  • Minimum 5 years’ experience required, 7 preferred, in one or more information technology disciplines, 2 plus years management experience and 2 plus years project management experience
  • Ability to demonstrate the core and job category competencies: customer-focused, results-driven, teamwork, communications, adaptability, initiative, problem solving and quality
  • Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
  • Strong working knowledge of service management methodologies (ITIL) and best practices and hands on experience with industry standard ITSM tool implementation
  • Basic knowledge of various technical areas (networking/telecommunications, server hardware and operating systems, web servers, application servers, database systems, SaaS concepts, etc.) is required, as well as experience with web technologies and a demonstrated ability to learn new technologies
  • Knowledgeable in process improvement methods, procedures, metrics development, documentation and reporting.
  • Ability to work with all levels of management and technical staff to analyze complex and highly technical incidents while maintaining professional, efficient communication under pressure; these skills include verbal, written, interpersonal, negotiation, presentation and meeting facilitation skills
  • Ability to work independently while knowing limits of authority
  • Excellent communication skills are required for this position, both written and verbal, and being able to communicate in a clear and concise manner is a must.
  • Ability to lead communication across cross-functional groups assisting in the resolution of service impacting changes
  • Ability to be decisive and make decisions based on technical and business assessments
  • Capable of resolving service management and procedurally related conflicts, identifying alternatives, and providing solutions
  • Demonstrates an informed knowledge of functional areas to resolve problems on an ongoing basis
  • Demonstrates the desire to continue ITSM education efforts through attending conferences, seminars, training classes, networking, etc.

Physical demands, environment and schedule

  • Requires Normal Physical Stamina – Works in office environments
  • Normal 40 Hours work week
  • Management oversight in support of on-call rotation and activities is required, which includes after normal work hours and on weekends
  • Overtime may be required
  • Travel may be required

Competencies

We Advance
We Care
We Collaborate
We Have Perspective

Posting Requirements

Spire accepts online applications through our career site at jobs.spireenergy.com

 

The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer. 

 

We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.


Job Location: St Louis

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