IT Operations & PMO Lead

Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by our myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster®  and Chamberlain® , are found in 51+ million homes, and 14 million+ people rely on the myQ®  app daily.

Job Summary

This role is a key team member in building a new function: IT Business Operations.  We’re looking for someone with a background in IT program management who is excited to help us take our PMO to the next level, not just facilitating governance, but driving operational improvements.  This role is responsible for coordinating, facilitating, and driving improvement of multiple ITSM and PMO processes for Chamberlain’s IT Department including Program Management, Change Management, and Release Management.

Essential Duties and Responsibilities

• Support strategic planning cycles to align IT capabilities with business priorities and financial objectives.

• Support the development of and maintain IT core metrics: Define and document metrics and targets for core IT processes, quality, and financial metrics; publish monthly and annual actuals; identify trends and insights to share with leadership. Develop and maintain executive dashboards and KPIs that measure performance, health, and strategic progress across teams.

• Responsible for IT PMO governance and methodology to ensure consistent delivery of technology programs that meet cost, schedule, and value expectations.  Facilitate regular PMO processes such as monthly/quarterly/annual project reviews.  Facilitate root cause analysis and after action reviews.

• Support the development of vendor metrics and a quarterly vendor review (QBR) process.

• Serve as Change Manager: Lead the change management processes including facilitation of regular Change Advisory Board meetings; Develop and publish change management metrics; Manage and maintain policies and procedures for Change Management that meet audit and control requirements.

• Create and manage IT Release Calendar and facilitate the release management process.

• Responsible for IT Resource Planning methodology and process: Define and manage processes and tools to enable IT resource planning and forecasting.

• Identify opportunities and drive continuous improvements for all IT processes.  Drive training and adoption for processes.

• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.

• Protect Chamberlain Group’s reputation by keeping information confidential.

• Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.

• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Minimum Qualifications

Education/Certifications:

• Bachelor’s Degree in Business, Finance, Computer Science or related area or equivalent experience

Experience:

• 5+ years of related and progressive ITSM, ITIL or IT project management experience combining IT delivery, operations, and service management; 2+ years ITSM experience within a SAP environment; Experience working in a matrix environment

Knowledge, Skills, and Abilities:

• Understanding of ITIL and ITSM framework; IT Project management skills required; Proficient in metrics based decision making; Strong analysis, communication, training and facilitation skills

Other:

• Possess a continuous improvement mindset for IT processes and IT services with clearly defined outcomes and success criteria; Ability to travel occasionally both international and/or domestic travel may be required.

Preferred Qualifications

Education/Certifications:

• ITIL v3 or ITIL 4 Foundation certification or equivalent experience

Experience:

• 5+ years demonstrated applied knowledge and successful implementation of IT processes and workflow projects is required; 3+ years developing and managing metrics, SLA’s,  key performance indicators (KPIs) and critical success factors (CSFs)  for IT processes

Knowledge, Skills, and Abilities:

• An understanding of ServiceNow processes and reporting

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Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We’re proud to be an Equal Opportunity Employer, and you’ll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We’re committed to fostering an environment where people of all lived experiences feel welcome.  

Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence [email protected].

NOTE: Staffing agencies, headhunters, recruiters, and/or placement agencies, please do not contact our hiring managers directly.