• IT Service Management Program Manager

    Requisition ID
    # of Openings Remaining
    Pos. Category
    Information Technology
  • Overview

    At Republic Airline, our mission is to provide a safe, clean and reliable flying experience. We believe this is best accomplished by focusing on our vision, “With the BEST people, products, and performance, we will be America’s Regional Airline of choice.” Republic Airline is a regional airline headquartered in Indianapolis, operating fixed-fee flights for American Airlines, Delta Air Lines, and United Airlines. The Company’s fleet consists of nearly 190 Embraer 170/175s, offering approximately 950 flights daily to 100 cities in the U.S., Canada, the Caribbean and Central America. Our crew bases include Chicago, IL (ORD), Columbus, OH (CMH), Indianapolis, IN (IND), Kansas City, MO (MCI), Miami, FL (MIA), Newark, NJ (EWR), New York, NY (LGA), Philadelphia, PA (PHL), Pittsburgh, PA (PIT) and Washington, D.C. (DCA). We have 10 maintenance bases: Charlotte, NC (CLT), Chicago, IL (ORD), Columbus, OH (CMH), Indianapolis, IN (IND), Louisville, KY (SDF), Newark, NJ (EWR), New York, NY (LGA), Philadelphia, PA (PHL), Pittsburgh, PA (PIT) and Washington, D.C. (DCA). With more than 5,500 talented aviation professionals, Republic Airline is a great place to get your career off the runway! For more information, please visit our website at www.rjet.com.

    Duties and Responsibilities


    Oversees managing and reporting for the Information Technology organization to improve the alignment and delivery of IT services to the needs of the business areas.  Ensures the service management platform is efficient in handling incidents, requests, change management needs, configuration management for IT assets, and integrates with appropriate systems to gather the needed inventory to manage IT assets. 




    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

    1. Manages and coordinates the Information Technology Infrastructure Library (ITIL) Program.
    1. Manages related projects with business areas to implement incident and request processes as well as define and have built out workflows for business users to encourage self-service requests for those business areas.
    1. Proactively drives IT Service Management, Business Management capabilities, and custom application solutions in effort to transform company process and metrics for success.
    2. Develops an IT Master Release Calendar, maintaining a forward looking Schedule of Changes.
    3. Maintains strong understanding and alignment to ServiceNow capability and roadmap for future baseline releases.
    4. Formalizes the Enterprise IT Service Catalog and respective Service Level Agreements to its business areas both internal and externally provided IT Services.
    5. Reviews service metrics (KPIs) being utilized to recommend and coordinate implementation of changes to improve metrics.
    6. Documents and maintains Service Level Agreements for new or existing services.
    7. Provides a range of service reports or dashboards to ensure effective measurement, monitoring, and transparency.
    8. Advocates ITIL to staff through on-boarding, open communication, training and development opportunities.
    9. Assists as needed with IT procurement activates and fulfillment.
    10. Partner with the Project Management Office (PMO) on all project planning activities and follow the PMO methodology where applicable.
    11. Fosters the Company’s core values and culture throughout the work environment.
    12. Screens, interviews and makes recommendations for hiring potential employees.  Coaches and provides leadership, direction, motivation and supervision of direct reports.  Appraises performance, provides performance feedback, takes corrective actions and oversees training and development of staff.
    1. Performs other duties as assigned.



    The requirements listed below are representative of the knowledge, skill, and/or ability necessary to perform this job.



    • Bachelor’s degree (B.A. /B.S.) in Computer Science, Information Technology or related field
    • 7 years related experience or the equivalent combination of education and experience.
    • ServiceNow or like service management platform experience.
    • ITIL certification/experience.
    • An understanding of IT and business area change and release management is required.
    • Previous experience managing complex concurrent enterprise multi-vendor projects. 
    • Have a track record of successfully delivering complex IT projects in scope, on-time, and within budget in a fast-paced, complex environment.
    • Ability to motivate and promote a team-oriented, collaborative environment.


    Experience with ServiceNow or other ITSM platform is a plus.  



    Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, legal documents or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to write and present policies and procedures for publication that conform to prescribed style and format.  Must be able to present to all levels of executive management and direct teams to complete service management tasks.  Excellent oral and written communication skills.



    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  Excellent time management skills.



    Makes decisions daily on use of resources, performance and budgets.  Decisions could require additional expenditure of resources if not sound decisions.




    The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.

    Typically not exposed to extreme environmental conditions.




    Travel up to 10% of the time, including overnight travel.

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