IT Process Manager

| Greater LA Area

We are UMG, the Universal Music Group. We are the world's leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

The IT Process Manager works closely with UMG IT Infrastructure teams and will primarily be responsible for managing and driving Service Support & Service Delivery processes improvements so that they contribute to stable operational production environment while also supporting UMG IT's efforts to move the business forward with new initiatives. This position will focus on maintaining efficient and effective processes and promoting an environment that drives continuous process improvements within UMG IT operations.

Job Functions:

  • Manage, drive and coordinate Service Support improvement rollouts enabling process development and improvement activities for processes, such as but not limited to Incident, Request, Problem, Knowledge, Configuration and Change management with various operational / vendor teams.
  • Govern UMG IT operations and vendor teams to ensure they follow the Incident, Problem and Change Management processes and all the required information is properly documented.
  • Document User Guides, Process Flows, Training Material and improvement methodologies for collaboration and adoption across cross-functional groups for process rollouts and tool adoption.
  • Manage Major Incidents / Critical Incidents using MIM process. Coordinate infrastructure and application teams to enable and expedite return to service. Facilitate communications during these incidents, including verbal/written executive level status, running related conference calls and acting as liaison with business stakeholders.
  • Serve as contributor regarding the ongoing development of the Enterprise Service Management system and Continuous Service Improvement Projects within UMG IT.
  • Working with IT Client Services and ITSM team to help move from Service Desk driven operations to Self Service request management capabilities for some of the basic end user facing requests and services.
  • Working with UMG IT tower leads to define KPI's for various processes to drive improvements of services.

Job Requirements:

Skills/Abilities:

  • Ability to collaborate with senior-level management
  • Ability to lead/influence others effectively
  • Strong experience leveraging ITIL best practices
  • Experience using ITSM software / tool such as ServiceNow
  • Familiarity with IT technologies – end user, network and computing architecture; Microsoft operating systems and Office tools; Web-based applications and deployments
  • Ability to work under pressure, and balance competing demands of customers and projects
  • Effective communication skills, oral and written

Experience:

  • Minimum 8+ years of experience in an information technology field
  • Minimum 5+ years in IT Service Operations and/or process excellence methodologies and tools (i.e. ITIL, Six Sigma, Kaizen)
  • Project Management Experience a plus

Education:

  • Bachelor's Degree or equivalent experience in business or information technology field
  • ITIL Foundation certification required, intermediate ITIL certification a plus

Universal Music Group is an Equal Opportunity Employer.

Disclaimer

This job description only provides an overview of job responsibilities that are subject to change.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
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    • Microsoft SQL ServerDatabases
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    • ConfluenceManagement
    • JIRAManagement
    • DrupalCMS
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    • SalesforceCRM
    • Constant ContactEmail

Location

UMG IT is primarily based in Woodland Hills, a neighborhood bordering the Santa Monica mountains in the San Fernando Valley region of Los Angeles

An Insider's view of Universal Music Group

What’s the vibe like in the office?

Everyone is hard working but it’s still a pretty relaxed and friendly environment. If you need any help people are always ready to make time. Between the conference room with all over music related decorations, big lunch room with table-football and arcade games and a very casual dress code, the overall vibe is really chill.

Laurent Burte

Enterprise Portfolio Management Project Manager

How do you collaborate with other teams in the company?

Our team serves departments across the company by providing feedback and best practices on software asset management. We get to work with a lot of different teams which is really interesting.

Ashia Coleman

Junior Windows Systems and Application Administrator

What makes someone successful on your team?

Our team relies on the ability to have quick and meaningful communications, sharing of ideas in a constructive way and working closely as a whole team. You also need to be interested in always learning. Technology never stands still and neither does this team.

Todd Hancsicsak

Director, Rights & Repertoire Technology

What does your typical day look like?

There is no typical day at UMG, which is a good thing! I get an opportunity to work with numerous individuals within IT and the business on a variety of global projects. Having the opportunity to work with so many talented people globally and continuously learn and contribute to our business is very exciting.

Gauri Gohokar

Project Manager

What are Universal Music Group Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Parking
Fitness Subsidies
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