Senior Manager, Asset & IT Construction
ABOUT THIS ROLE
This role provides senior leadership to lead a strategic vision for service management across Peloton. Develop and execute new initiatives through staff to enable all Peloton team members to do their best work every day. This position will be responsible for championing best practices and managing a team to develop service management governance and processes based on ITSM constructs.
Direct responsibilities include management of the broader service management processes and product owners of tools, ensuring that services are seamlessly provisioned to customers, and having an extremely strong focus on holistic Service Continuous Improvement.
This role is responsible for leading the definition of services through Service Catalog Management, the definition of service agreements through Service Level Management, the creation of service knowledge through Service Knowledge Management, and the preparation and adoption of products and services through Service Transition Planning and Support capabilities.
YOUR DAILY IMPACT AT PELOTON
- Oversee the enterprise service management function and ensure alignment with the organization's overall objectives and strategies
- Responsible for overall Service Management strategy, roadmap, and leading core projects and initiatives to support (e.g., JSM migration, Moveworks implementation) across all Peloton service teams (IT, People, Finance, Workplace, etc.)
- In partnership with other team members, define IT Service Management (Service Catalog, Request management, SLAs, Governance, reporting, Case Management, Knowledge Management, Incident (SLA/SLOs, Major Incident support), Problem (RCAs, Knowledge management), Asset, Change Management (CMDB, Service dependencies, IT comms), etc.
- Build a world-class team of professionals to drive and execute the enterprise service management vision and leverage the appropriate platforms (JSM, Confluence and Moveworks) to drive the digital transformation of service delivery (define roles and responsibilities, etc.)
- Establish a strong ITSM governance body, centralizing and elevating service standards for core service management processes and tools
- Own and manage the IT Service Catalog and Knowledge products, ensuring that services are seamlessly provisioned to customers, and having a focus on holistic Service Continuous Improvement
- Lead product strategy, planning, requirement gathering, and product deployments for Enterprise Service Management and other Atlassian workplace tools
- Establish a customer self-service and automation mindset throughout IT and throughout the entire organization and drive the adoption of service management and operational best practices
- Act as the voice of the customer/employee and translate vision and ideas to features
- Develop and own standards and framework for ITSM governance, and implement and maintain a process governance structure aligned to global standards
- Work with stakeholders, and the ITSM dev team to prioritize, plan and execute work while balancing technical enhancements, tech debt management, and new feature development
- Simplify the service desk agent experience, elevating service transparency, and driving quality improvement goals across enterprise service delivery teams
- Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
- Oversee the process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
- Provide strategic recommendations based on ITSM key performance measures
- Interface with other service management teams to ensure collaboration and coordinated strategy to meet service management goals and objectives
- Manage departmental budgets and forecast appropriately
- Service Catalog Management
- Design, build, publish, and govern the IT Service Catalog providing information about available services while providing for an optimized, efficient customer experience
- Identifies and evaluates Service Catalog and Knowledge new features and emerging capabilities, advocating for those that will most benefit the organization financially and operationally
- Completes regular reviews of the Service Catalog with stakeholders to ensure relevance to business needs and requirements
- Service Transition and Support
- Forges close partnerships with IT teams and business units to ensure a collaborative and coordinated strategy to understand the collective vision to bring value to the company.
- Ensures Service Management processes enable service agility.
- Assists in training of Service Catalog and Knowledge capabilities and features.
- Develop self-auditing and compliance capabilities around ITxM procedures.
- Service Continuous Improvement
- Integrates a Continual Improvement Register (CIR) for tracking and vetting improvement opportunities, integrating into ServiceNow Idea and Demand Management.
- Continuously and proactively streamlines and improves the ServiceNow customer experience.
- Participates in IT Service Management program / project review meetings to assess problem areas and suggests corrective actions.
- Identifies opportunities to improve services
- Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
- Establish and run service management Community of Excellence
- Own continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders
- Knowledge Management
- Enables and governs the Knowledge product (Confluence) facilitating consistent and fast resolutions of customer issues and needs, boosting self-service capabilities, and promoting knowledge sharing
- Identifies knowledge gaps and champions new Knowledge content across the IT organization
- As Knowledge product content steward, track Knowledge usage and quality trends
- As knowledge management practice owner, responsible for establishing, maintaining, and improving the effective, efficient, and convenient use of information and knowledge across our global organization.
- Enable and governs the Knowledge product facilitating consistent and fast resolutions of customer issues and needs, boosting self-service capabilities, and promoting knowledge sharing
- IT Asset Management
- Software asset management: process of reducing, documenting, and controlling total IT costs. In short, SLM is a plan to help you monitor and maintain all your organization’s various software licenses.
- making sure end users are appropriately licensed
- process standards - we make sure don’t waste money and buy the right types of licenses
- Incident, change and problem management
- Manage and implement the Incident Management and Change Management processes. Ensure effective management for incidents and restoration of IT services as quickly as possible. Ensure standardized methods and procedures are used for efficient and prompt handling of all changes to the IT infrastructure. Ensure the best possible levels of service support to maintain quality.
- Develop and own incident process and governance
- Develop and own incident process and governance
- Build robust Problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through
- Drive adoption and adherence of incident, change, and problem management processes
- Manage the problem management process to determine and eliminate the root causes of problems in order to minimize the impact to business.
- Review problem trends and drive for continuous improvement
YOU BRING TO PELOTON
- Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes
- Knowledge of change management methodology (PROSCI ADKAR)
- Knowledge of ServiceNow, Jira Service Management, and other tools used in ITSM environment.
- Knowledge Skills In-depth knowledge of IT Service Management (ITIL) frameworks
- Demonstrated experience in leading process improvement and organization change initiatives
- Proven expertise and overall responsibility in customer service and contact center services, performance and new-generation capabilities
- Excellent presentation, time management, and collaborating skills
- Technical competence (understand service offerings, etc.)
- Motivated, goal-oriented, persistent, and a skilled negotiator
- High level of initiative and work well in a team environment
- Handles stressful situations and deadline pressures well
- Plans and carries out responsibilities with minimal direction
- Ability to work with people from a variety of different culturally diverse backgrounds
#LI-RC1
#LI-Hybrid
The base salary range represents the low and high end of the anticipated salary range for this position based at our New York City headquarters. The actual base salary offered for this position will depend on numerous factors including individual performance, business objectives, and if the location for the job changes. Our base salary is just one component of Peloton’s competitive total rewards strategy that also includes annual equity awards and an Employee Stock Purchase Plan as well as other region-specific health and welfare benefits.
As an organization, one of our top priorities is to maintain the health and wellbeing for our employees and their family. To achieve this goal, we offer robust and comprehensive benefits including:
- Medical, dental and vision insurance
- Generous paid time off policy
- Short-term and long-term disability
- Access to mental health services
- 401k, tuition reimbursement and student loan paydown plans
- Employee Stock Purchase Plan
- Fertility and adoption support and up to 18 weeks of paid parental leave
- Child care and family care discounts
- Free access to Peloton Digital App and apparel and product discounts
- Commuter benefits and Citi Bike Discount
- Pet insurance and so much more!
Base Salary Range
$187,300—$243,400 USD
ABOUT PELOTON:
Peloton (NASDAQ: PTON), provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together immersive classes, cutting-edge technology and hardware, and the Peloton App with multiple tiers to personalize the Peloton experience [with or without equipment]. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.
At Peloton, we motivate the world to live better. “Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. By combining hardware, software, content, retail, apparel, manufacturing, Member support, and so much more, we deliver an exhilarating fitness experience that unlocks our members' greatness. Join our team to unlock yours.
Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment. If you would like to request any accommodations from application through to interview, please email: [email protected]
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