Solution Family Sr Manager

Job Category:Solution Family Sr Manager Primary Location:USA-TX: TEXAS-COPPELLSchedule:Full-time Job Type:Regular Employee Status:RegularJob Posting: 04/18/2008Description: Essential Job Functions Own a Self Service Model for CSC Global Service Desk and drive delivery of a product based portfolio to underpin this model. Define a Self Service Product Portfolio, identifying: Market need for each product. Business case and business drivers per product. Cost recovery mechanism per product. Where necessary, technical solution per product. End to End delivery mechanism of each product. Generic sales material, definitions, deployment and adoption plans, content and training plans, per product. Drive delivery of product portfolio ready for market. Minimize need for bespoke requirements or product customization through robust product portfolio. Identify external market trends, client/account and new business, Service Desk and CSC Build Design requirements for Self Service and, as appropriate, meet these needs in the Self Service Product Portfolio. Act as external vendor and internal supply group interface (for example, Service Desk Solutions, End-User Experience, Knowledge Management) to ensure the product portfolio is cost effective, fit for purpose and has end-to-end Service Delivery in place. Also interface to CSC Supply Chain Management. Delivery, in conjunction with Service Desk Knowledge Management, a Self Service Content Management function which provides a central repository of content, usable across multiple instances of Self Service, plus delivers, when necessary, tailored content per client instance. Deliver a Linguistics/Language Product so Self Service can be delivered in multiple languages. Drive efficiency in all product delivery to ensure managed service charges are as economical as possible to drive maximum return for CSC account and Service Desk Proactively participate in the Global Self Service Management team, taking corporate responsibility when necessary. Under matrix management principles, manage staff to ensure your area's Business Plan and Service Level objectives are met. Coordinate and communicate with other managers to leverage resources and discuss solutions to problems. Develop processes for leveraging and using resources to meet customer needs. Implement highly complex core business processes and guide process improvement initiatives in order to enhance customer service and Key Performance Indicators achievement. Investigate process matters of significance or enhancements and implement solutions. Coordinate with Global Self Service Program, accounts, Service Desk ad operations management to develop and implement operational budgets, forecast, and business plans. Ensure appropriate planning of the impact of marketing efforts, outages, service/operational level agreements, and other issues for assigned area. Prepare, recommend and oversee development of operation and personnel budgets. Monitor spending for adherence to budget plans, develop and recommend variances. Perform and/or oversee budget analysis. Defines, develops, promotes and manages a portfolio of strategic solutions and offerings (either global or to an industry), combining business, solutions, IT, sales and marketing expertise. Works closely with business developers, account managers, competency managers and executive management to develop and grow their portfolio of solutions and offerings and is responsible for the financial performance of the portfolio. Manages the organization and performance of specific functional areas and the activities of senior managers. Provides staff direction with an understanding and following of established company policies and procedures. Oversees business activities to ensure a high standard of professional excellence is maintained among staff members. Manages business function including approval of overall strategy and plans, budgets and work breakdown structure. Establishes and implements short and long-range strategies to deliver services to customers within reasonable schedules and budgets. Establishes and communicates goals and objectives, defines methodologies, tasks and activities and clearly describes roles and responsibilities for performing personnel. Communicates broadly to help ensure overall coordination for cross-functional teams. Selects and hires employees. Trains and evaluates employees to enhance their performance, development and work product. Addresses performance issues and makes recommendations for personnel actions. Motivates and rewards employees including salary increases, bonuses and promotions within allocated budgets and company guidelines. Prepares, recommends and oversees development of operating and personnel budgets. Monitors spending for adherence to budget plans, develops and recommends variances. Performs and/or oversees budget analysis.Basic QualificationsStrong and proven leadership skills across complex and challenging areas Strong and proven human relation skills to select, develop, mentor, discipline and reward employees Strong Service Performance Skills, including achievement of Business Plan and Key Performance Measures Strong Supplier Management skills to drive effective delivery Strong analytical skills, with track record of Problem and Issue Management Strong interpersonal, communication and presentation skills for interacting with team members and clients Strong organizational and time management skills Ability to work in a virtual global team environment strong analytical skills, with track record of Problem and Issue Management Strong interpersonal, communication and presentation skills for interacting with team members and clients Strong organizational and time management skills Ability to work in a virtual global team environment Master's degree or equivalent combination of education and experience Master's degree in business administration or related field preferred Twelve or more years of computer science and/or project/program management experience Seven or more years of leadership experience included Experience working with past and present company business environment Experience working with concepts, practices and procedures in areas of responsibility Experience working with management implications of various forms of financial data Experience working with vertical markets and horizontal functional areas Experience working with exisiting information technology environments including trends, best practices and company preferred architecture frameworks and alliancesOther Qualifications Degree or equivalent combination of education and experience. Manager's certificate in ITIL Service Management. Project Management experience/qualifications Seven or more years of information technology or computer operation experience Nine or more years of supervisory or management experience included. Knowledge of Self Service concepts, drivers and strategies. Ability to travel globally.Remote Work Location Authorized:Yes Relocation Assistance:Not AvailableClearance Level:None Create Success