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IT Service Manager- Zillow

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Zillow Group’s Engineering and Development team is passionate about building and configuring secure, well-designed, automated systems for internal customers at Zillow Group. These systems increase employee productivity, security, and scalability so that each person in the Zillow Group environment is equipped to perform their daily job functions. Our platforms consist of both first party and third party cloud applications to support our dynamic environment.

About the role

As the Senior Manager IT Service Management, you will lead teams responsible for the development and configuration of our ITSM tools! You will champion the partnership between IT and the internal customers to ensure continuous alignment in a hyper growth environment. In this position, you will partner effectively and strategically with cross-functional technical teams across all lines of business.

As a Senior Manager, IT Service Management, you will:

  • Develop and drive execution of IT Service Management roadmaps

  • Drive and participate in incident resolution and operational process improvements, while maintaining exceptional end-user customer experience

  • Act as an escalation point for all requests and incidents

  • Partner with collaborators such as Security, Facilities, HR, and other IT teams on a regular cadence to align on strategy and growth, and to deliver shared initiatives

  • Coordinate with senior technical staff on the root cause of issues and communicate appropriately to internal and external customers

  • Continuously review KPI’s and OKR’s to set expectations and measure performance

  • Advocates for the adoption, business alignment, and improvement of all IT service management processes and activities based on enterprise standard methodologies

  • Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with customers

  • Translate business objectives into execution strategy (tactical and strategic), lead and successfully implement the strategy through teamwork and agile leadership

  • Anticipate and purposefully remove obstacles that slow down or prevent the team from delivering on objectives

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In California, Colorado, Connecticut, Nevada, New York City and Washington the standard base pay range for this role is $148,600.00 – $237,400.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Nevada, New York City and Washington and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

  • 3-5 years of technical leadership experience with a deep understanding of ITSM processes and practices

  • Proven experience in delivering support with an eye towards process improvement

  • Experience leading multiple teams of both leaders, individual contributors and indirect reports, with the ability to prioritize, delegate and drive shared outcomes

  • Passion for customer service and strong engagement skills

  • Ability to select, lead, coach, empower, mentor and develop individual contributors and leaders

  • Ability to work and coordinate priorities well under pressure

  • High energy and creativity; openness to new insights/approaches; willingness to be flexible and do whatever you can to bring value to the team

  • A high sense of ownership, a low ego, a can-do attitude and a sense of curiosity that is reflected in growing his\her skills on a continual basis