IT Manager

Let's tomorrow, together.

At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.

Sound like the right fit? Your tomorrow looks bright at Ubiquity.

Your Role:

Job Overview:

We are seeking a dynamic and experienced Manager to lead our IT Services team. In this pivotal role, you will be responsible for overseeing Major Incident Management, Problem Management, Knowledge Management, and Performance Management teams. Your primary goal will be to ensure the optimal performance of IT services, minimizing disruptions, and continuously improving processes and knowledge sharing within the organization.

Responsibilities:

Leadership in Major Incident Management:

Oversee the rapid response to major IT incidents, ensuring minimal disruption to services.

Develop and refine incident management protocols and procedures.

Lead post-incident reviews and drive continuous improvement in incident response.

Problem Management Oversight:

Manage the process of identifying and resolving root causes of recurring incidents.

Coordinate with various IT teams to implement long-term solutions.

Track problem resolution progress and effectiveness.

Knowledge Management Strategy:

Lead the development and maintenance of a robust IT knowledge management system.

Ensure effective knowledge capture, documentation, and sharing across IT teams.

Promote a culture of continuous learning and knowledge exchange.

Performance Management:

Develop and implement IT performance metrics and monitoring systems.

Analyze performance data to identify trends and areas for improvement.

Report on IT service performance to senior management and stakeholders.

Team Management and Development:

Lead, mentor, and develop the teams responsible for incident, problem, knowledge, and performance management.

Foster a collaborative team environment and a culture of excellence.

Manage team resources and budgets effectively.

Stakeholder Engagement and Communication:

Serve as a primary point of contact for IT service performance issues.

Communicate effectively with stakeholders at all levels about service disruptions, ongoing issues, and improvements.

Facilitate regular stakeholder meetings to discuss performance and service improvement strategies."

Experience, Knowledge, Skills, Abilities & Other Characteristics:

Bachelor’s or Master’s degree in Information Technology, Computer Science, Business Administration, or related field.

Minimum of 7 years of experience in IT service management, with at least 3 years in a managerial role.

Strong background in major incident and problem management.

Experience in implementing and managing IT knowledge management systems.

Proven track record in IT performance management and process improvement.

Excellent leadership and team management skills.

Strong analytical, strategic thinking, and problem-solving abilities.

Exceptional communication and interpersonal skills.

Full-time position with standard office hours.

Office-based with potential for remote work as per company policy.

May require availability outside of standard hours for major incident response and critical meetings.

What we do.

Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.

Come as U are, because U Matter at Ubiquity.

We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.

R-105147