Senior IT Manager, Digital Service Delivery
DESCRIPTION:
Avient Corporation provides specialized and sustainable material solutions that transform customer challenges into opportunities, bringing new products to life for a better world. Examples include:
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Dyneema®, the world’s strongest fiber™, enables unmatched levels of performance and protection for end-use applications, including ballistic personal protection, marine and sustainable infrastructure and outdoor sports
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Unique technologies that improve the recyclability of products and enable recycled content to be incorporated, thus advancing a more circular economy
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Light-weighting solutions that replace heavier traditional materials like metal, glass and wood, which can improve fuel efficiency in all modes of transportation and reduce carbon footprint
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Sustainable infrastructure solutions that increase energy efficiency, renewable energy, natural resource conservation and fiber optic / 5G network accessibility
Avient employs approximately 10,000 associates and is certified ACC Responsible Care®, a founding member of the Alliance to End Plastic Waste and certified Great Place to Work®. For more information, visit www.avient.com.
WHY AVIENT:
Avient Corporation is a world-class sustainable organization built on innovation, collaboration, and employee development. We are committed to providing a supportive and dynamic work environment where our diverse associates can grow and succeed, as well positively impacting our planet and the communities we serve. Our Great Place to Work culture, values, and benefits make Avient an employer of choice for top talent.
We believe diversity of ideas and backgrounds gives us the creativity to be successful in a rapidly changing world. In support of this, we stress equality of opportunity for all qualified individuals in accordance with applicable laws. Decisions on hiring, promotion, development, compensation or advancement are based solely on a person’s qualifications, abilities, experience and performance.
Avient Corporation is a drug free workplace. Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran’s status, or other legally protected classification in accordance with applicable federal, state and local law.
Job Summary
The Sr. Manager, Digital Service Delivery, is part of a dynamic global IT organization that supports the company’s mission and focus on innovation and sustainability, comprised of the ‘4 Ps’ – Product, Planet, People, and Performance. This keystone role is responsible for facilitating transformative change within the global IT department via the provision of a world-class IT service management and delivery platform. This Sr. Manager will have a proven record of driving change, automation, self-service and innovation across large IT organizations to best practice ITIL standards. Collaboration will be critical in aligning with other Infrastructure, Operations and Applications leadership in transforming and evolving our operational support models, processes, systems and metrics to ensure we exceed the expectations and demands of our rapidly growing global business. This leader will be responsible for the team providing global platform services through ServiceNow, including but not limited to ITSM, asset management, change management, resource and demand management, project management and AI, amongst others. This will also include the direct management of the team to support and administer the ITSM system, the team owning global asset management, and has line management responsibility for the global Procurement team. This role collaborates with associates across all levels, geographies, business units and business functions to solve business challenges and achieve desired business outcomes. This Sr. Manager will have opportunity to bring new thinking to the organization, challenge the status quo, try out different approaches and make an impact not just on the immediate team, but throughout IT and the organization overall.
Essential Functions
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Responsible for establishing a comprehensive and wholistic IT operations strategy, facilitating the full Tier 0 – 4 incident escalation concept and request methodology in both Operations and Applications branches of the global IT Dept, aligned with the company's overall business objectives and strategic roadmap.
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Focused on transforming technology into value across objectives in Avient IT’s four strategic areas:
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Investing in our people
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Delivering value-added solutions
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Delivering secure, reliable, cost-effective solutions
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Developing long-term strategies.
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Lead the transformation of our IT operational governance founded on the ITIL framework to meet the needs of our rapidly growing business.
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Continuously evolve and adapt the operational governance and platform to facilitate world-class follow-the-sun models of support, service provision and incident escalation around the globe.
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Ensure harmonized processes are in place, along with effective training and appropriate system access to guarantee gapless global support across all relevant technical areas.
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Fortify and enhance their team’s efforts to configure, deploy, administer, and support Avient’s regional site infrastructure and applications, including Manufacturing Execution System as applicable, in collaboration with other cross-functional Tier 3 teams.
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Collaborate with the global Digital Service Delivery to ensure meaningful KPIs are implemented and continuously measured to support SLA commitments in accordance with industry standards.
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Engage with the Digital Service Delivery team to assure that all operational teams have suitable and correct ITSM platform structure and processes to allow alignment with best practices for effective incident management, resolution and reporting.
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Provide project management oversight, input and guidance for complex global or regional projects and initiatives, ensuring local regional, regulatory and compliance requirements are met.
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Ensure that the security, performance, reliability, and efficiency of Avient's regional infrastructure is operationally maintained in accordance with established protocols, and continually improved where opportunity exists.
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Proactively research and champion ways to improve IT processes and efficiency of the global Digital Operations team and service delivery.
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Collaborate with the Digital I&O Management team to ensure our global teams continue to evolve and adapt to meet the needs of our rapidly growing business.
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Support their reporting Managers in ensuring their team’s effectiveness to troubleshoot and resolve all relevant issues identified through monitoring platforms, calls, service desk, and vendor generated tickets in accordance with established SLAs.
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Act as a liaison between appropriate end users and all other IT Teams via phone, email, and ticketing systems, triaging appropriate incidents to ensure escalation to relevant teams and third parties.
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Warrants that high quality documentation exists for all applicable projects, systems, and knowledgebase articles, pertinent to their area of responsibility.
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Support and help maintain relationships with all relevant IT vendors.
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Participate in the IT strategic process and/or service needs.
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Ability to work highly effectively, with no supervision, across various global virtual teams.
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Follow direction to achieve a high-quality outcome.
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Flexibility to work within global regional time zones, including to participate in off hours activities if appropriate.
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Potential global travel up to 10%.
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Other duties as assigned.
QUALIFICATIONS:
Education and Experience
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Bachelor’s degree in computer science or related field, or equivalent experience
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Experience in Manufacturing or similar industry
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8+ years of professional technical experience in a related IT field or area.
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5 – 10+ years of leadership experience managing significant cross regional and global teams, including demonstratable high quality staff management.
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Experience in effectively engaging and motivating remote and diverse team members.
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Relevant industry certifications are a benefit.
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Additional Qualifications
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Strong process and internal customer focus.
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Demonstrated project management skills utilizing tools and established methodologies.
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Demonstrated knowledge of current and emerging technologies in relevant areas.
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Excellent oral and written communication and analytical skills required.
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Demonstrated experience working and collaborating within a global enterprise with diverse teams.
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Demonstrated infrastructure security focus and best practice working habits.
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Experience leading and contributing to infrastructure projects within a fast-paced acquisition focused culture.
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Physical Demands
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Requires standing and sitting for prolonged periods of time, talking and listening.
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Typical work is in an office environment where the noise level is low to moderate.
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Competencies
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Each position at Avient focuses on eight Core Competencies as a Leader of Self. Additionally, management positions focus on Leadership Competencies as a Leader of Others and/or a Leader of the Business. These competencies are designed to drive behavior that will ultimately help our associates excel at their current roles, while supporting individual and career development.
Environmental, Health, Safety, & Security (EHS&S) Requirements
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Avient integrates EHS&S into all aspects of our operations. Each position at Avient is responsible for complying with all applicable EHS&S requirements. Additionally, employees and management are responsible for reporting all EHS&S incidents immediately to ensure we keep EHS&S a priority within the organization.
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Security includes physical security and cyber security.
Avient Corporation is a drug free workplace. Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran’s status, or other legally protected classification in accordance with applicable federal, state and local law.
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