Job Summary Lead the IT crisis management program by staying current on industry trends and creating a program maturity roadmap, overseeing the development and execution of enterprise crisis exercises, leading the implementation of program enhancements, leading crisis response activities as directed. Essential Responsibilities (The primary job duties this position is responsible for achieving are listed in order of importance.) • Oversee crisis management program framework, including implementing enhancements to a uniform and sustainable Crisis Management process and a common language • Provide on-call support to the business in large-scale crisis matters • Provide a consistent and efficient approach to develop tools and practices to drive proactive crisis preparedness and streamlined crisis response in the event of a disruption • Integrate Crisis Management with functions and markets as appropriate • Support functional, market, and project leads, along with other System subject matter experts, as they develop crisis response protocols aligned to the framework • Serve in an advisory role for functional and market leadership, assist in surfacing market-level best practices and opportunities that may result in enterprise-wide impact • Facilitate scenario-based tabletop and functional exercises and assess effectiveness • Drive the execution of multiple work streams by identifying customer and operational needs; develop and update new procedures and policies; gain cross-functional support for objectives and priorities; translate business strategy into actionable business requirements; obtain and distribute resources; set standards and measure progress; remove obstacles that impact performance; guide performance and develop contingency plans accordingly; solve highly complex issues; and influence the completion of project tasks by others. • Leverage multiple business requirements gathering methodologies to identify business, functional, and non-functional requirements (for example, SMART) across the enterprise. • Leverage existing functional processes and personnel to monitor and report on existing capabilities and potential opportunities • Practice self-leadership and promotes learning in others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; communicating information and providing advice to drive projects forward; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership; influencing, mentoring, and coaching team members; fostering open dialogue amongst team members; evaluating and responding to the strengths and weaknesses of self and unit members; and adapting to and learning from change, difficulties, and feedback. • Benchmark with external organizations and peers to identify trends and best practices and incorporate relevant learnings • Lead and oversee the development and documentation of comprehensive business cases to assess the costs, benefits, ROI, and Total Cost of Ownership (TCO) of highly unique or complex solution proposals.
