CISM Manager

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POST DATE 8/26/2016
END DATE 12/19/2016

Southwest Airlines Dallas, TX

Dallas, TX
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #


Manager, Continual Service Improvement & Service Level Management

At Southwest Airlines we are in the market for a CISM professional with STRONG SERVICE LEVEL MANAGEMENt expertise. The ideal candidate will play a pivotal role in configuring and driving SLA's, vendor management, and ops level agreements. Also, this person will mentor and lead 5 employees. If you would like to be a part of road mapping and planning for CISM and LUV where you work then this is the opportunity for you!

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer. Responsibilities
Provide leadership, direction and management to the Service Improvement team ensuring the strategy and vision of the team and wider organization is understood and realized.
Accountable for collating data from various sources and conducting analytics to identify improvement opportunities, as input into an Executive Presentation on Technology Performance on a monthly basis
Accountable for performing trend analysis on metrics to provide information to assist stakeholders in continually driving improvements.
Facilitate regular meetings with stakeholders on information derived from operational performance data for the purposes of process improvement.
Participate in initiatives driven by stakeholders to accumulate, analyze and produce information to support process improvements
Enable and empower the Service Improvement team to be a high performing team through effective recruitment, coaching, mentoring, development and talent management.
Accountable for defining and implementing a CSI process and methodology with accompanying KPI's, reporting and governance mechanisms.
Responsible for ensuring that all Service Management processes have Continual Service Improvement activities built into the core and that mechanisms are in place to ensure the processes are measurable and improving.
Ensure the goals of the CSI process are achieved through the assessment of all improvement activities against original requirements and against baseline metrics.
Conduct monthly performance reviews with Senior Leadership.
Define and report on KPIs, applying CSI activities to produce KPIs that drive high performance behavior.
Continually measure the performance of service and proactively work with process owners to design improvements to processes, services, applications and infrastructure in order to increase efficiency and effectiveness.
Review internal team working practices, processes and performance with a view to improving productivity and general levels of service, ultimately engendering a "continuous improvement" culture.
Create metrics for reporting to management regarding effectiveness of SLAs compared to desired performance.
Monitor SLA performance against organizational needs and requirements, including follow-ups for corrective action.
Benchmark all corporate SLAs for IT services with internal and external service providers.
Provide recommendations based on analysis of trending information.
Oversee continuous service level improvement initiatives associated with core processes and mission-critical systems.
Meet regularly with IT and business unit managers to clarify new SLAs and finalize new requirements to existing SLAs.
Establish and maintain regular written and in-person communications with the organization's executives, department heads, and end users regarding pertinent SLA activities and developments.
High School Diploma, GED or equivalent education required. Must be at least 18 years of age. Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
BS or BA in Computer Science or Information Systems, and / or equivalent formal training or technical certification preferred
10 years + technical, management, communications, and financial skills in IT Operations preferred
7 years+ experience in ITIL core capabilities (including Change Management, Incident Management, Request Fulfillment, Problem Management, Knowledge Management, or Configuration Management) required
5 years' experience in ITIL Continual Service Improvement required
5 years + as a leader in Service Management required
2 years + in business analysis required
2 years + in enterprise governance (or equivalent experience) required
Experience with or knowledge of major ITSM products such as HP Service Manager, BMC Atrium, ServiceNow, or IBM TADDM/CCMDB required
ITILv3 certification required
Additional Service Management certifications preferred
May be asked on occasions to lift and/or pull weights loads of approx. 20 lbs. on a periodic basis.
May require extended work hours per Leaders' request.
Must be able to climb, bend, kneel, crawl, and stoop on a periodic basis.
Core Knowledge:
General knowledge of business/Leadership principals, including planning, organizing, directing, developing, and supervising
General knowledge of personnel practices and regulations.
General knowledge of software development practices, concepts, methodologies, tools and trends
Proficient knowledge of project management methodologies
Critical Skills:
Excellent partnering, negotiation and communication skills in order to facilitate interactions with business Customers and technology teams.
Provides tactical leadership for Team(s)
Uses appropriate motivation and influence techniques to achieve desired Team results.
Sets and manages stakeholder expectations.
Delivers quality projects on time and within budget.
Manages projects using the organization's project management methodology.
Must be able to comply with Company attendance standards as described in established guidelines.
Limited travel with potential for increased/decreased travel based upon Technology Department needs.
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.