Over 20 years ago, Stride was founded to provide personalized learning - powered by technology. We reached students where they were in their own journeys. We knocked down their barriers to great education. And we gave every learner equal opportunity to succeed - however they defined success. Stride innovated the learning experience with online and blended learning that prepared them for their lives ahead.
Stride is a community of passionate leaders. Whether teachers, engineers, curriculum writers, or financial managers - whatever your expertise or role, we all work to empower futures through learning. And changing the trajectory of learning itself is one of our greatest missions. Join us in developing more effective ways to learn and helping learners build the skills and confidence they need to make their way forward in life.
The Sr. Manager of Incident and Change Management will oversee the Incident Management and Change Management functions for IT as aligned to the ITIL Framework. This leader will be responsible for leading the roll out and adoption of new Incident and Change processes along with new tools to support them. Once these tools and processes are in place the role will expand to roll out and manage problem management as well.
ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Lead a team of 3 - 5 resources responsible for incident and change management;
Lead the effort to develop and roll out core ITIL processes and technologies for Incident Management, Change Management and eventually Problem Management;
Document and publish policies and procedures for incident, problem and change management;
Run the day-to-day IT Operations functions for incident management and change management;
Run incident bridge calls and ensure incidents are resolved and key information communicated to stakeholders;
Establish and lead a Change Advisory board;
Define standard incident and change management metrics and report on them weekly, with extension to Problem Management once Incident and Change are established;
Establish and report on metrics and processes for running IT Operations;
Ensure organizational adoption and compliance with new processes;
Establish a "customer-centric" culture in the IT Service Management organization;
Provide thought leadership on operational practices, technologies, and continuous improvement;
Establish SLAs and OLAs and measure performance against them and report out on performance regularly;
Foster continuous service delivery optimization and improvement;
Develop self-auditing and compliance capabilities around ITSM procedures for Incident and Change Management;
Partner with Cybersecurity in critical information security initiatives, compliance and audit support;
Carry out human resources and finance responsibilities as needed.
Supervisory Responsibilities: Directly supervises 3 - 5 Full-time Equivalent (FTE) regular employees and/or contractors/third party outsourced vendors. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
MINIMUM REQUIRED QUALIFICATIONS:
Bachelor's degree in Computer Science, Electrical Engineering, MIS or related field AND
Fifteen (15) years of Software Engineering and/or IT Operations experience AND
Five (5) years demonstrated experience in ITSM / ITIL OR
Equivalent combination of education and experience
Certificates and Licenses: None required. ITIL certifications preferred.
OTHER REQUIRED QUALIFICATIONS:
Experience running incident management and using troubleshooting and triage techniques
Experience with Change Management and Change Advisory Boards
Expert knowledge of ITIL framework
Experience rolling out ITSM / ITOM tools
Experience rolling out ITIL frameworks
Experience in leading process improvement and organization change initiatives.
Excellent communication, presentation, time management, and collaboration skills.
Strong technical background and understanding of both infrastructure and application-level technologies running in the cloud.
Strong leadership skills
Project Management experience
Experience running a 24x7x365 organization
Ability to clear a required background check
DESIRED QUALIFICATIONS:
Experience in the Education Technology or Equivalent Industry
Experience running change management
Experience running an IT Service Desk
Experience standing up a CMDB
Knowledge of ServiceNow, New Relic and other tools used in ITSM environment.
Six Sigma or other experience with process re-engineering and/or continuous improvement
Experience with AWS
Experience with Azure
Extreme customer focus
Demonstrated accountability
Metrics/Data oriented
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This is a home based position. This position is open to residents of, and may be performed remotely from Washington, D.C., and from any state except Colorado.
The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.
Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
