Senior Manager, IT Services Crisis Management
Key Responsibilities:
- Crisis Response Planning and Implementation:
- Develop and maintain comprehensive crisis management plans, including roles and responsibilities.
- Conduct regular risk assessments to identify potential areas of vulnerability.
- Coordinate with other departments to integrate crisis management with overall business continuity strategies.
- Training and Simulation:
- Design and deliver training programs and simulations to prepare staff for handling different types of crises.
- Ensure all team members are familiar with their roles during an emergency through regular drills and exercises.
- Stakeholder Communication:
- Develop communication strategies to inform and reassure stakeholders during a crisis.
- Act as a primary coordinator with internal communications and public relations teams during major incidents.
- Leadership and Team Coordination:
- Lead a cross-functional crisis management team.
- Provide guidance and support to executive leadership on matters related to crisis management.
- Post-Crisis Analysis and Reporting:
- Participate with others in reviewing the handling of crisis incidents to identify lessons learned and areas for improvement.
- Prepare detailed reports on crisis incidents and response effectiveness for senior management and relevant external bodies.
- Compliance and Best Practices:
- Keep abreast of industry standards and regulatory requirements related to crisis management.
- Ensure the organization’s crisis management practices comply with legal and ethical standards.
Required Skills and Qualifications:
- Bachelor’s degree in information technology, computer science or related discipline, such as Emergency Management, Business Administration, or related field; Master’s degree preferred.
- Minimum of 5 years of technology and related management experience, including IT service management experience; ideally experience in crisis management, emergency response, or a related field.
- Five years of experience working with cross-functional teams and staff of all levels including managed service providers
- Experience overseeing and executing in ITIL operations processes including, but not limited to incident management, problem management, and change management
- Track record developing and providing SLAs and service desk deliverables
- Demonstrated progressive experience in the management of a technical support team
- Ability to work in a dynamic changing agile environment with tight deadlines
- Ability to enact change across an organization in the absence of a direct reporting relationship
- Proven leadership skills and the ability to manage cross-functional teams.
- Strong problem-solving and decision-making capabilities.
- Excellent verbal and written communication skills.
- Ability to remain calm and effective under pressure.
Preferred Skills:
- ITIL v4 certification, or formal training in ITIL/ITSM plus equivalent work experience
- Certification in Emergency Management, Crisis Response, or related areas.
- Experience in public relations or corporate communications.
- Familiarity with the latest crisis management technologies and software.
Compensation
**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**
The Salary for this position generally ranges between $145,000 - $165,000 annually. This range is an estimate, based on potential qualifications and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.
Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.
Our commitment to inclusion & diversity means that we value differences. We encourage the unique perspectives of individuals and are dedicated to creating a respectful and inclusive work environment.
This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation in order to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.