IT Project Manager - Service Delivery
New York, NY

Job Description

THE ROLE:

Are you passionate about bringing a method to the madness and driving change? Peloton is looking for a bright, adaptable, and hardworking Project Manager with a diverse set of skills who can thrive in a challenging and rewarding environment.

As a Project Manager, you will introduce ITIL-aligned processes for and drive ITIL-aligned planning, project execution, and development for our internal-facing IT Service Desk team and the Atlassian tools administration workstream. The Service Desk team delivers employee lifecycle technology services, technology build out and related services for Peloton's global footprint (offices, studios, retail, and field ops), identity and access management, IT hardware provisioning, audiovisual technology (conference spaces, digital signage, event streaming, and ambient sound), and all other things IT; its members span multiple countries and timezones. The Atlassian tools administration workstream provides configuration, workflow, and enhancements support for Atlassian tools to users and teams across Peloton. You will also liaise and negotiate with partner teams to support shared initiatives and field requests made to the Service Desk team. You will have a unique opportunity to support a growing program and help build a company-wide security culture focused on protecting the customer.

You are not required to have hands-on technical, Service Desk, or Atlassian tools administration experience, but you are required to work with technical staff and manage technical projects. You will apply your technical and organizational skills to correctly capture requirements, plan for dependencies, and make the Service Desk team and the Atlassian tools administration workstream more efficient. You know how to apply technology to solve problems. You are both a diplomat and an advocate, and will be trusted to represent the Service Desk team and Atlassian tools administration workstream to stakeholders and partners, internal and external. You will help define goals, measure progress, manage dependencies, and clear blockers.

It will be your responsibility to be relentless in getting things done. As the project manager, you will help our teams maintain organization while continuing to improve on process and communication. It will be your job to wear multiple hats, and go beyond the normal expectations.

PRIMARY RESPONSIBILITIES:

* Help create self-organized teams that drive continuous improvement to our systems and service reliability
* Create project plans, identify constraints, and provide mitigation plans
* Responsible for regular reporting to key stakeholders on project and program status
* Engage in service capacity planning and demand forecasting
* Coordinate and help come up with solutions, and remove impediments
* Wear multiple hats with willingness to go beyond your own role
* Help build consensus between teams
* Develop and demonstrate broad knowledge of Enterprise Technology infrastructure, service desk, and Atlassian solutions
* Manage scope and evaluate priorities to efficiently balance resources
* Support change management processes
* Escalate issues appropriately where necessary
* Liaise with vendors or suppliers
* Facilitate regular meetings (daily stand ups, weekly status, working meetings, integration meetings, retrospectives, etc)
* Solicit feedback from end users to confirm solutions are appropriate and effective
* Manage multiple complex projects simultaneously
* Atlassian tools administration workstream:
* Be the Scrum Master, evangelist, and coach for agile development for the Atlassian tools administration workstream
* Drive the Atlassian tools administration workstream in aligning with Agile and Scrum best practices, including in capacity management and planning
* Manage work and conduct retrospectives
* Use Atlassian tools to manage work and workflows
* Service Desk team:
* Support incident response and service request fulfillment process improvements
* Drive seamless and effective transition of developed services to the service desk team's service catalog
* Support creation and improvement of processes (incident response, request fulfillment, asset management, etc.) to improve service delivery
* Help track and analyze incidents as part of a continual improvement process
* Drive alignment with ITIL best practices
* Promote positive customer experience and a focus on service delivery

THE IDEAL CANDIDATE WILL HAVE:

* 5+ years project management experience related to IT service management
* Experience in ITIL event, incident, problem, and change management
* Experience in Agile / Scrum methodologies, including managing execution, backlogs, etc., and with Agile Software, lean methodology, and Atlassian tools
* Strong understanding of story points and Agile estimation systems
* Energetic team player with excellent written, verbal, and conceptual skills
* Strong track record of project delivery and benefits realization
* Strong interpersonal communication, problem solving, negotiation, and organizational skills
* Excellent presentation and meeting facilitation skills
* Self-starter / self-motivated, capable of staying on track and pursuing solutions without supervision
* Skilled in developing effective partnership relationships with portfolio stakeholders
* Experience in the identification, assessment, and management of risks; able to manage the risks, not just the risk list
* Experience in strategic planning and analysis
* Determined to deliver outcomes and able to overcome obstacles in order to move forward. Accountable for the delivery of outcomes, strives to meet and exceed expectations
* Has a flexible approach to change, is able to work effectively in a variety of situations, constantly seeks improvements and is forward looking
* Strong analytical, problem solving and planning ability
* Works well in a fast-paced environment
* Experience with capacity planning
* Experience in defining, implementing and coaching others in technical Project Management methodologies and tactics

NICE TO HAVE:

* 4 years contextual technical infrastructure project experience including IT service delivery, IT asset management, corporate and branch network infrastructure, telephony, and endpoint device management
* Familiarity with GSuite

ABOUT PELOTON:

Founded in 2012, Peloton is a global interactive fitness platform that brings the energy and benefits of studio-style workouts to the convenience and comfort of home. We use technology and design to bring our Members immersive content through the Peloton Bike, the Peloton Tread, and Peloton Digital, which provide comprehensive, socially-connected fitness offerings anytime, anywhere. We believe in taking risks and challenging the status quo by continuously innovating and improving. Our team is made up of passionate brand ambassadors, and we know that together, we go far.

Headquartered in New York City, with offices, warehouses and retail showrooms in the US, UK and Canada, Peloton is changing the way people get fit. Peloton has been named to many prestigious industry lists, including Fast Company's Most Innovative Companies, CNBC's Disruptor 50, Crain's New York Business' Tech25 and Fast50, as well as TIME's Genius Companies. Visit www.onepeloton.com/careers to learn more about joining our team.