Sr. IT Service Manager (Germantown)

TK Elevator Corporation - Germantown, Tennessee, United States

What we expect

The first 3 letters in workplace safety are Y-O-U!

TK Elevator is currently seeking an experienced Sr. IT Service Manager located in Germantown, TN.

Responsible for all process and procedures associated with IT Service Management. Participate in company environment change management and execute incident and problem management. Interact daily with peer groups, vendors, and customers involving exchanges or presentations of factual information in order to facilitate and obtain desired business outcomes. Manage a team that maintains, implements, and continually improves IT services within the enterprise. Be accountable for the delivery and results of internal and vendor provided IT solutions to customers. Coordinate IT customer services and deliverables between Business Relationship Management and Operations. Lead Continual Service Improvement (CSI) activities with input from the Customer Management (CM) tower. Lead or liaison with other support teams, managers, vendors, etc. as needed. Manage communications with Business Area IT and Operations Management, Service Desk, and external service partners that support company IT Services. Ensure availability, quality, and effectiveness of the services offered meet the needs of the customers. Provide Service Level Agreements (SLAs).Manage all vendors to ensure compliance of contractual SLAs. Be responsible for the establishment and adherence to IT Service and IT Operational Level Agreements (SLAs & OLAs) for all services delivered to customers. Participate in global/local change control and cross-partner/vendor change control processes. Act as liaison between vendors and service providers for changes across the organization to ensure technical changes are reviewed and approved before being deployed to production. Provide awareness and scheduling of infrastructure and application activities that can impact the performance of current production services serving business systems. Manage and maintain within appropriate systems/databases all relevant data required to support IT service management. Create and maintain all process, procedural, and quality control activities required to ensure world class delivery of IT service management to all customers. Direct, manage, plan, and oversee the operational and administrative activities of staff. Manage resources including talent acquisition and development. Manage staff performance issues. Manage the functional change request and demand management process related to backlog and ensure backlog items are in alignment with global priorities and strategy. Assess new demand by understanding business challenges and initial requirements, translating them into system capability requirements. Document requirements and conduct processes and user impact analysis with regional and global stakeholders. Plan to deliver complete features and solutions. Be responsible for the prioritization of the backlog workload per ITSM guidance. Oversee the implementation and maintenance of new and on-going platform activities. Work with development team to conduct technical design impact and to release estimates. Participate in platform and integration testing. Manage platform operational support with a particular focus on technical integration, including interfaces between impacted and/or dependent applications. Manage stakeholders across the IT landscape. Act as primary POC for ServiceNow ITSM product-related activities and escalations impacting regional and global levels. Coordinate and conduct pre-UAT and user testing and develop documentation. Define platform operational model processes. Define processes for supporting development lifecycles. Define new templates for the intake process, service description, requirements, and UAT.

Who we are looking for

EDUCATION & EXPERIENCE:

Bachelor’s degree in Information Systems, Computer Science, Engineering, or related field required.

Ten years of IT management experience required.

Ten years of experience delivering IT services and solutions required.

Ten years of experience in IT service management processes required.

Three years of experience in relationship management and/or client services required.

Any experience required with: sales configurator applications (i.e., Configit) and product lifecycle management applications (i.e., Windchill); IT service management concepts and ITIL framework; PLM functionality (i.e., product structures, workflows, and storing product documentation); modeling for sales and products in a sales configurator.

Working with IT service management in an enterprise environment in delivering and maintaining the company’s IT services; leading teams; IT systems and tools; management of business demands, progress reporting, and status utilizing a service desk ticketing system (i.e., ServiceNow); and with Microsoft Office tools, including Excel, Word, Visio, and Project.

Must have legal authority to work in the U.S. EEOE.

Send resume to: Karin Gibson, HR Ops Specialist, Global Mobility, 788 Circle 75 Parkway SE, Suite 500, Atlanta, GA 30339 or karin.gibson@tkelevator.com.

Please reference CP24 + job title in cover letter or subject line.

Additional information

TK Elevator is an equal opportunity employer and committed to diversity. Qualified applicants will receive consideration for employment without regard to age, gender, race, color, religion, sexual orientation, gender identity, national origin, disability, and veteran status or any other protected status required by applicable law.

Applicants with disabilities who require reasonable accommodation in connection with the application process are encouraged to email us directly at ElevatorJobs.ams@tkelevator.com or call 1-844-427-5461.

Contact

For any additional questions or job specific requests, please use the contact

below and include the Job Requisition Number as a reference.

Elevatorjobs.AMS@tkelevator.com

Job details

Posting date: 2025/07/30

Experience level: Experienced professionals

Contract limitation: Permanent, Full Time

Work Modality: On Site

Job family: Research and Development and Innovations

Industry: Engineering & urban mobility

Job number: US_901745_ET_TKELECP12384

Application deadline: as long as the job is listed on our career page, we are looking for suitable candidates (all genders welcome). We are looking forward to receiving your application.

Benefits

Highest standards and a wide range of health promotion and healthcare activities.

Collegiality is of huge importance - we treat everyone with respect and appreciation.

Training and education programs to help you develop professionally and personally.

Fair working conditions and competitive pay are an important basis for us.

We promote an open and tolerant work culture.

We guarantee regular working hours to support work-life balance.

We offer a work environment in which you can try out new solutions in a no blame culture.

Paid vacation, sick leave and personal days.

We act with responsibility and environmental awareness.

Individual and personal support to help you get started in your new job.

We have various financial models to give you individual support.

Wer wir sind

Mit Kunden in über 100 Ländern, die von mehr als 50.000 Mitarbeitenden betreut werden, erzielte TK Elevator im Geschäftsjahr 2022/2023 einen Umsatz von ca. 9,3 Mrd. €. Wir gewährleisten rund um den Globus ein hohes Maß an Kundenservice durch unser umfangreiches Netzwerk mit weltweit rund 1.000 Standorten. TK Elevator hat sich in den letzten Jahrzehnten als eines der führenden Aufzugsunternehmen der Welt etabliert und ist nach Abspaltung vom thyssenkrupp Konzern im August 2020 eigenständig. Den wichtigsten Geschäftsbereich des Unternehmens bildet das durch rund 25.000 Techniker repräsentierte Servicegeschäft. Das Produktportfolio reicht von standardisierten Aufzügen für kleinere Wohngebäude bis hin zu individuell angepassten Lösungen für Wolkenkratzer. Darüber hinaus bieten wir Fahrtreppen, Fahrsteige, Fluggastbrücken sowie Treppen- und Plattformlifte an. Integrierte Cloud-basierte Lösungen, wie beispielsweise unsere MAX Plattform, erweitern unser Dienstleistungsportfolio. Mit diesen digitalen Angeboten sind der urbanen Mobilität keine Grenzen mehr gesetzt. TKE - move beyond.

Diversity, Equity & Inclusion

Bei TK Elevator verstehen, respektieren und schätzen wir, dass jeder Mensch anders ist. Wir achten jeden als Individuum. Wir sind davon überzeugt, dass wir eine Kultur der Chancengleichheit, des gegenseitigen Vertrauens und des Respekts fördern, wenn unsere Mitarbeiter ihr authentisches Selbst zur Arbeit mitbringen und wir sie als solche anerkennen. Bei TK Elevator wollen wir uns die Vielfalt zu eigen machen und heißen jeden willkommen - unabhängig von ethnischer Zugehörigkeit, Nationalität, Geschlecht oder Geschlechtsausdruck, Alter, sozialer Herkunft, Religion oder Weltanschauung, sexueller Orientierung, Behinderung, Familienstand oder anderen gesetzlich geschützten Eigenschaften oder Status.