Manager of Outage Management New York, NY
Job Type: Permanent
Compensation: $140,000 - 160,000 Annually
JobID: 2156757-AQG
Description
Are you ready to lead critical IT service operations in a dynamic, enterprise-scale environment? Kforce is working with a unique client in search of a Manager of Outage Management to drive excellence in Incident and Problem Management across a large and complex organization. This hybrid role (NYC) offers the opportunity to work closely with cross-functional teams, shape service delivery strategies, and make a meaningful impact on business continuity and performance. Key Tasks:
- Champion ITIL-based Incident and Problem Management practices to ensure consistent, effective service across the organization
- Align IT services with business goals, ensuring technology supports strategic priorities
- Lead continuous improvement efforts to enhance efficiency, service quality, and customer satisfaction
- Collaborate with stakeholders across IT and business units to identify needs and resolve issues
- Monitor service performance, track KPIs and SLAs, and implement improvements
- Manage incident response processes to ensure rapid resolution and root cause analysis
- Inspire and guide IT service teams to meet delivery goals and exceed expectations
- Define and manage SLAs to ensure services meet customer needs
- Analyze incident and problem data to uncover trends and drive proactive solutions
- Stay ahead of emerging technologies and best practices in outage management
Requirements
- Bachelor's degree (required)
- 4+ years of experience in IT management and support, especially in end-user computing and infrastructure
- Experience in healthcare or similarly complex environments
- Strong technical knowledge of Windows/Mac workstation environments, TCP/IP protocols, and support tools
- Proven leadership skills and ability to collaborate with stakeholders and vendors
- Excellent communication, analytical, and decision-making abilities
Preferred Qualifications:
- 5-7+ years in IT service management or related leadership roles
- Deep understanding of IT systems, networks, and infrastructure
- Familiarity with ITIL framework and service management best practices
- Experience with data analysis and reporting
- Strong troubleshooting and problem-solving skills
- Business acumen and strategic alignment capabilities
- Budgeting and resource allocation experience
- Skills in risk management, negotiation, and conflict resolution
- Ability to communicate effectively across technical and non-technical audiences
- Time management and organizational skills to thrive under pressure
Additional Details:
- Hybrid work model: 2-3 days onsite in NYC
- May include on-call responsibilities
