Principal Engineer

The Principal Engineer is responsible as the lead engineer for conceptualizing the initial design specifications for large and complex customer projects. This involves cross-functional and inter-departmental interaction with Computacenter, the customer, and vendor organizations to establish user and/or customer requirements, systems design and architecture, and to estimate costs and resources for engineering projects. Along with the initial design of the project, the Principal Engineer also works on the technical design throughout the project. The Principal Engineer leads other engineers in providing post-sales engineering, consulting design, and implementation services related to hardware and software technologies; provides presales support by assisting the development, review, and validation of customer solutions; and performs as a technical lead for multiple hardware and software solutions. The Principal Engineer is acknowledged as an expert in the field, and is sought after by others for leadership and knowledge of how to design and architect complex solutions that cross a variety of technical domains.

Salary Range: $200K - $230K USD

What you'll do

• Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
• Defines and establishes service goals, expected outcomes and measurable results
• Designs and utilizes score-cards, surveys, methods and tools to monitor KPI, OLA and SLA compliance
• Leads the collaboration with relevant teams to define the service portfolio roadmap, maturity path, customer priorities and drive to continuously improve maturity levels
• Leads the collaboration of the strategic direction and guidance of ITSM processes and functions, as well as their supporting tools.
• Ensures services and tools are consistently measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Service Catalog, ServiceNow ITSM Platform, etc.
• Integral contributor in the development of business cases to propose and implement additional ITSM processes and functions to further improve service – Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities)
• Partners with leaders within Infrastructure and Operations as well as key business units to define and document the plan for Process Maps, Runbooks
• Identifies and defines opportunities for process improvement and adhere to the principals of Continual Service Improvement utilizing metrics to ensure processes provide the anticipated value to stakeholders and users
• Assists in the development of both short (6-12 months) and long term (1-3 years) process roadmaps, support by documented goals and maturity levels to be achieved over that time period.
• Oversee 3rd Party Consulting teams in the delivery of ITSM related processes
• Tracks and Manages Weekly Accomplishments and Deliverables
• Tracks Burn Rate and over/under conditions and seek approvals for exceptions to documented projected utilization
• Embrace and support Computacenter’s mission and core values.
  

What you have

• Legally eligible to work in the United States.
• 12+ years of IT Experience with 4+ years of Management/Team Leadership experience, including but not limited to:
• Providing analysis, consulting, and making recommendations on good practices for solutions that scale and are flexible to adapt to a changing I & O ecosystem
• Coaching, mentoring and motivating service delivery managers and staff to increase service and staff performance, end-user satisfaction, and employee satisfaction
• Executive presence with the ability to clearly communicate ITSM/IT Service Delivery concepts and processes to all levels of stakeholders
• Ability to adapt style and level of abstraction as appropriate
• 10+ years’ demonstrable and relatively recent experience in ITSM (IT Service Management) and/or IT Service Delivery Leadership
• Thorough understanding of IT service portfolio creation and management, service and value requirement definition and design, and typical supporting operating models
• Typical elements that make up services, up-stream and down-stream dependencies, integrations, redundancy, availability, performance, and recovery models
• Preferably in a Legal or Financial services organization of similar size and complexity
• Significant experience working within the ITIL Framework with formal Service Management to include but not limited to:
  • Incident Management
  • Problem Management
  • Change Management
  • Asset Management
  • Configuration Management (CMDB)
  • Capacity Management
  • Service Catalog
• Implementation of IT Service Management Tools and SLAs (Service Level Agreements) – ServiceNow Software and CMDB databases and Cis
• Experience creating, documenting and disseminating IT processes
• Operates with a strong sense of urgency ensuring that the operationalized ITSM processes and functions add value to all stakeholders, with respect to the delivery, management, and consumption of those services
• Have a strong desire to deliver exceptional customer experiences, obsess over quality of services being delivered, and be relationship oriented through transparent and proactive communication. Some ways could include:
  • Surveys to gather periodic customer feedback on a consistent basis
  • Utilize an outside-in approach model and measure service success from customer’s point of view
  • Proactively showcase service improvements
  • Effectively communicate service impairments to the business/customers in a timely manner while taking ownership of service resolution/restoration and coordination of resources
• Facilitate and drive alignment across teams, conduct customer research, and work with key stakeholders across business and technology to develop the service strategy, vision and roadmap.