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Uniteds Digital Technology team is comprised of many talented individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

The IT Service Management Leader drives global IT Service Management excellence in an Agile enterprise, collaborating with IT teams to improve ITIL-based processes like Change, Release, Incident, Problem, and Knowledge Management. They cultivate service ownership by developing a Service Catalog and Service Portfolio Management. Collaborating with the MD of IT Operations, this role ensures world-class IT service delivery. They will partner closely with domain leaders in Infrastructure, Cyber Security, Product teams, business divisions, and functional support teams such as HR, Finance, Sourcing. This is a key leadership role within Digital Technology passionate about innovation, design, and development of new digital solutions.

This role is Hybrid out of Chicago or Houston.

• Provide clear executive decision-making and priority management; coach and build confidence in team to make good business decisions using technology & analytical thinking; proactively plan, communicate & mitigate risks across collaborators.
• Achieve operational excellence and superior user experience advances by building a high-performing team to deliver and exceed goals and objectives.
• Drive continuous infrastructure, tools, and process improvement, collaborating with multi-functional teams in support of campaigns/projects, analytics/reporting/business intelligence.
• Work seamlessly with other Digital Technology & business unit leaders to architect and build best in class solutions and experience.

• Collaborate with service delivery teams to understand client requirements and deliver customized solutions.
• Supervise key performance indicators (KPIs) and operational metrics to identify areas for improvement and optimize service delivery processes.
• Achieve operational excellence and superior results by building a high-performing team to deliver and exceed goals and objectives.
• Lead and be responsible for technology capability design, development, and deployment globally across all Digital Technology functions, in coordination with domain leaders.
• Owns the deployment lifecycle through successful hyper care of newly implemented digital solutions.
• Drive focus on operational excellence throughout the organization & partners, including (but not limited to) processes, governance, efficient working approaches, teamwork.

• Strategically partner with Digital Technology Operations teams to ensure operational feasibility during the design and development phases; focus on systems to support safe, efficient, and smooth user experiences; proactively engage with technology providers.
• Advise leadership on technology strategy, budgetary impact (investment & ongoing costs related to labor, services, hardware, software), operating model development, product innovation and development.
• Anticipate technical, business, political, and organizational hurdles in implementing new critical initiatives and work with leadership and peers to seek solutions.

• Recruit, train, and mentor high-performing teams of operational professionals, fostering their professional growth, development, and retention.
• Establish clear roles, responsibilities, and performance expectations for team members, promoting a culture of continuous learning, improvement, and customer service.
• Build a high-performing team to deliver and exceed goals and objectives.
• Supervise and mentor direct reports/Team Members across the department in day-to-day management of work.

• Operational Excellence – Implement policies and processes for the monitoring, measurement, reporting and continuous improvement of service and component availability; provides consulting services to Senior Management related to the alignment of business needs with IT Operations.
• Platform and Tool Governance - ongoing optimization, rationalization, and maturity of all applications (ServiceNow platform) under the Service Management umbrella.
• Customer Relationship Management – Leads customer expectations; resolve customer satisfaction issues; train and educate customers on the use of technology; offer alternate solutions to customer problems (e.g., process changes); communicate IT goals, activities, and accomplishments to the business.

• Bachelors’ degree
• 7+ years in progressive transformation, business operations, technology enablement, innovation, or design leadership.
• 12 + years of related experience.
• Experience in transformation initiatives.
• Experience in project team leadership and large-scale program planning and implementation.
• Experience in stakeholder and partner management.
• Experience in executive communication, relationship building and decision making.
• Excellent analytical, written, and oral communication skills and explain sophisticated concepts concisely and simply.
• Demonstrable ability to maintain a high-level of client service.
• Proven ability to define and implement critical initiatives.