IT Client Mgr Sr

Job Status: Full Time, Employee Additional Pay: Commensurate with Experience Category: IT/Software Development Req'd Education: Unspecified Req'd Experience: Less than 1 Year Reference Code: 12700BR   |   Email This Job   |   Company Jobs Based in Santa Ana, California, First American is the nation’s largest provider of business information. While much of our data is real estate oriented, we serve an array of industries and consumers with information that supports the major economic events of people’s lives, such as getting a job, buying or renting a home, purchasing a car, securing a mortgage, and buying or building a business. Tracing our history to 1889, The First American Corporation (NYSE: FAF) is a FORTUNE 500® company with revenues of more than $8 billion and offices throughout the United States and abroad. For more information about our family of companies, please visit www.firstam.com. Job Description First American's Corporate Information Technology Group (CITG) provides shared technology services to business units of the First American Corporation. These diverse business units are located throughout the United States, and include many international operations. CITG is located in Santa Ana, California and Westlake, Texas. Each location houses of over 200 technology and business professionals who provide technology infrastructure, hosting, network services, application development; application support, project management, desktop services, information and physical security, disaster recovery, and other related services. CITG also maintains two complimentary Technology Centers sites located in Santa Ana, California and Westlake, Texas.? Single point of contact between assigned business unit and CITG for all technology related issues, tracking costs, ensuring delivery according to OLA’s/SLA’s.? Provide a leadership role to support business unit objectives with technology solutions. Facilitate and drive changes that will increase effectiveness, optimize costs, etc. of CITG’s support.? Representing CITG, develop and negotiate terms and conditions of OLA’s/SLA’s. Manage and track CITG’s delivery and performance against those agreements.? Responsible for relationship development between CITG and assigned business unit, facilitating the resolution of complex business technology issues and project implementations.? Expertly using Client Management tools and processes, create trending reports, analyze complex information, inform effected groups and explain monthly differences when costs increase or decrease, facilitating, directing and driving resolutions between business unit and CITG.? Partner with business unit leaders to understand and prioritize technology goals, solutions, and information needs related to enhancing technology solutions/tools in their business unit. Communicate those needs to CITG to drive technology solutions.? Recommends and drives the analysis and solutions of problems.? Mentor and train other less experienced Client Managers? Establish customer relationship management process within CITG by initiating, advising, and facilitating joint efforts and collaboration between CITG and the client business? Works with multiple business clients or provisions multiple services with a high level of complexity.? Uses skills as a seasoned, experienced professional with a full understanding of industry practices and established policies and procedures.? Troubleshoots and guides others on a wide variety of complex problems and identifies solutions within broad application and functional expertise.? In a mentoring role, provide training and guidance to less experienced client management staff.? Provides leadership with OLA’s/SLA’s managing delivery of CITG services. ? Works closely with business unit leaders to monitor projects, ensure positive progress, and escalate to senior management as needed. ? Uses expertise of other team members and leverages a wide range of additional resources to explore/implement complex customized infrastructure systems that meet business needs while continuing to be cost effective and meet First American goals.? Sets objectives for project goals and other team members and monitors progress to achieve those goals. ? Devises or modifies department processes and procedures.? Negotiates, persuades and gains consensus from cross functional team(s)? Overseer of how CITG provides services to the customer. Errors may cause wide-ranging, serious relationship errors with business leaders/clients.? The CLM needs to ensure the appropriate communication is in place for multiple business clients for complex issues/initiativesQualificationsRequires BS Degree in business administration, engineering, computer science, information systems or other relevant discipline; or equivalent work experience. ITIL certifications desirable. Typically have 7+ years experience in IT client management, account/project management, or other equivalent experience involving Service Support and/or Service Delivery.? Subject Matter Expert on the ITIL Service Management standards and implementation processes. ? Conceptual understanding of multiple IT disciplines such as IT infrastructure, hardware support, data center and network operations, application development and information security principles in order to facilitate communication of these concepts. ? Demonstrated ability to oversee multiple initiatives/tasks across multiple business clients from inception to completion. ? Demonstrated ability to create documents/presentations to facilitate communications to business clients in support of CITG initiatives? Demonstrated ability to work with all levels of management.? Demonstrated strong understanding of technology business processes based on experience with service delivery, change management practices, process flow analysis, and methodology development.? Excellent written and oral communications skills, with the ability to communicate effectively at all levels of an organization.? Must have a thorough knowledge of the business unit applications, business unit systems, business goals, and business operational model.The First American Corporation is an Equal Employment Opportunity/Affirmative Action employer. Qualified applicants are considered for employment and employees are treated during employment without regard to race, color, religion, gender, sexual orientation, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status, or any other characteristic protected by state or federal law.   |   Email This Job   |   Company Jobs