Manager of Information Technology, Field Support

Manager of Information Technology - Field Support ATL will be responsible for leading a team to provide technology implementations, maintenance, and support services for Delta Air Lines and Delta Connection Carriers across domestic and international cities. This includes Airports, Technical Operations Centers, Customer Engagement Centers, In-Flight Services and Flight Operations, Cargo Operations, Training Centers, Sales Offices, Government Affairs Offices, Corporate Offices, Delta Subsidiaries, and more.

Benefits and Perks to Help You Keep Climbing

Delta is focused on sustaining a strong IT operation, growing our capabilities, and maximizing optimization across each of our tech hubs to elevate the travel experience for our customers and empower our 90,000 Delta people.

We're committed to fostering innovation, and we're excited to invite you to be part of our journey as we shape the future of technology at the world's best airline!

The Senior ServiceNow Developer is responsible for participating in the development, maintenance, enhancement, and support of the ServiceNow platform following vendor best practices.

Responsibilities*:

• Complete hands-on development within the ServiceNow platform including but not limited to client scripts, business rules, ui actions, ui policies, data policies, workflow, flow designer, integration hub spokes, script includes, catalog items, portal widgets, ui pages, event and alert rules.
• Perform code review of peer development changes to ensure compliance with the Delta ServiceNow Development standards and vendor's best practices.
• Lead upgrade / patch skip remediation ensuring compliance with the Delta ServiceNow Development standards and vendor's best practices.
• Works with the Business / Product Team and development team to provide estimated level of effort
• Take ownership of high level / complex business requirements and works them to completion.
• Understand business user stories / requirements to provide the technical design and solution for product enhancements / new features.
• Deliver product enhancements, new features, and defect fixes on time and error free
• Collaborate with many teams and stakeholders locally and remotely to efficiently deliver high quality product enhancements, new features, and defect fixes.
• Provide updated documentation of all product work including but not limited to, design documentation, technical operations / support documentation, and release notes.
• Support existing and build new interfaces and have a good understanding of available integrations with 3rd party tools.
• Ensure all work adheres to the processes, policies and best practices for development and the platform for Delta and ServiceNow.
• Maintain updated knowledge of product capabilities to ensure we are best utilizing the platform with minimal customization.
• Assist team members with support issues.
• Participate in daily standups to report status, delays and risks to scrum master / team leads / management.
• Work with members of the team, vendors, and other teams in support of application performance tuning and troubleshooting.
• Ensure the system maintains compliance with Delta's policies and procedures, including HIPAA, SOX, PCI, and data retention processes.
• Mentor other team members as needed and provide technical guidance to the process and management teams.
• Practice safety conscious behaviors in all processes and procedures.

*May perform other duties as assigned.

What you need to succeed (minimum qualifications)

• Bachelor's degree or equivalent experience required
• Manage a large organization that is dispersed across many locations domestically
• Partner with appropriate IT teams to deliver all funded project initiatives related to Field Operations
• Collaborate with ACS and CRE Leadership on strategies and priorities for the successful implementation of terminal projects and operational support.
• Ensure established incident metrics and service levels are met and look for improvement opportunities
• Responsible for development and execution of both the operating and capital plans and responsible for achieving those financial objectives.
• Manage service requests to established service levels (Installs, Moves, Adds, and Changes)
• Collaborate and support the various Airport business units on their day to day operations
• Leads through demonstration of Delta's core values as outlined in the Rules of the Road.
• Responsible for providing leadership to direct reports supporting teams and the operation.
• Develops strategic plans which includes strategy development, plan development and execution.
• Communicate a compelling view of the IT organization's purpose and values in a way that helps others understand the importance and impact of their contributions
• Work with team members to develop specific behaviors, technical/soft skills or knowledge needed to ensure sustained performance and to prepare for success in new responsibilities
• Manage Common Use (CUTE) Implementations and maintenance contracts
• Manage the deployment of emergency Airport Recovery Kits (ARK), VSAT technology, and ARK Lite kits as necessary
• Participate in IT Working Groups
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces diverse people, thinking, and styles.
• Possesses a high school diploma, GED, or high school equivalency.
• Is at least 18 years of age and has authorization to work in the United States.

What will give you a competitive edge (preferred qualifications)

• 5+ years of IT management leadership experience
• 5+ years of experience delivering complex information technology solutions, ability to interact with all levels of an organization
• Master's degree preferred, Bachelor's degree or equivalent experience required
• Ability to be effective in a high pressure environment
• Availability to travel up to 20% of the time both domestically and internationally
• Extensive leadership experience in managing complex projects within cross functional teams
• Experience managing and executing multiple priorities in a timely manner
• Exemplify a world class competitive mindset for implementing continuous improvement methodologies
• Excellent leadership skills with experience leading teams and direct reports
• Ability to influence and drive change at all levels of the organization
• Must have excellent written and oral communication skills
• Able to anticipate roadblocks and plan appropriately to mitigate risks
• Able to represent Delta in the community (government, non-profit agencies, fund raising initiatives).
• Open to new ideas, embrace change and exemplify a world class competitive mindset for implementing continuous improvement methodologies
• Strong conflict management skills and is always willing to make the difficult decisions in the best interests of the organization