(USA-CA-Los Angeles) Field Service Program Manager

**WHAT WE'RE ABOUT** We're creating an airline people love. It begins with each Alaska Airlines employee, bringing unique strengths and energy to our work in the air and on the ground. Every day, we go beyond what's expected and reach for the remarkable, together. **YOUR ROLE** Role Summary The ITS Field Service Program Manager is responsible for managing the technical portfolio of projects, platforms and field support for large hub airports. This position will provide expertise to manage the ITS projects that support airport business and operations. Scope & Complexity This individual contributor role is the sole-subject matter expert of the technical portfolio of projects, platforms, and field support for large hub airports for Alaska Airlines. Key Duties - Implements software and hardware solutions both airline centric and airport provided. - Manages the IT Portfolio. Confers with company and airport project personnel to provide technical advice and resolve problems. - Oversees evaluation and approval of ITS solutions at local hub needs across our technical environment. Ensures the successful continued operation of all installed computer hardware and software on a variety of systems throughout the airport. - Helps organize, direct and monitor daily activity of other members of the on-site support team. Participates in support rotating staff schedule for 24/7 customer support. - Monitors all systems daily to ensure continued 24/7 operation. Coordinates all corrective and preventive maintenance, quarterly maintenance, and daily and out-of-hours work to ensure all service levels are maintained. - Performs testing of equipment; establishing connections updating server new releases, performing security audits and updating virus protection, performing server back-up and restore, performing root cause analysis. - Ensures efficient and effective delivery of support services to the client base and coordinates cross-team interactions to ensure service levels are maintained - Assists in the preparation and development of all Requests for Proposals (RFPs), pre-qualifying bidders, issuing RFPs; receiving bids; tabulating bids; recommending the award of contracts; reviewing, commenting on and recommending the execution of contractor agreements for the operation and maintenance. - Supports Corporate Real Estate (CRE) in negotiation of contracts for airport service providers. - Establishes, maintains, and owns relationships with all airport service providers to pursue better service and functionality. Acts as liaison with local station managers to solicit input for improvement. - Manages vendors to include development of Service Level Agreements (SLAs) and ensuring vendor accountability. - Defines and implements incident response and coordinates resolutions for airport service providers. Job-Specific Skills, Experience & Education Required - 7 years of experience in field services or related area. - Bachelor's degree with a focus in computer science, or related field; or an additional two years of training/experience in lieu of this degree. - Proven track record of project planning, management, and execution. - Ability to think strategically, act tactically and deal effectively with competing priorities and deadlines, must be able to handle multiple tasks in a fast-paced environment. - Demonstrated ability to be a respected technology advisor to senior IT management, as well as to IT operations, technical staff and the skills to interface across several channels to proactively assist in defining solutions, direction, and specifications. - Excellent interpersonal, oral/presentation and written communications skills. - Demonstrated ability to work effectively with others in multicultural settings. - Strong demonstrated work ethic and personal time management skills. - High school diploma or equivalent. - Minimum age of 18. - Must be authorized to work in the U.S. Job-Specific Leadership Expectations Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable. **EQUAL EMPLOYMENT OPPORTUNITY** Horizon Air and Alaska Airlines are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. Horizon Air and Alaska Airlines will consider for employment qualified applicants with arrest and conviction records in accordance with applicable Federal, State, and local laws. Horizon Air and Alaska Airlines participate in E-Verify, a service of the Department of Homeland Security (DHS) and Social Security Administration (SSA), where required. **Job ID** 35974 **Location** Los Angeles, CA **FLSA Status** Exempt **Full/Part Time** **Regular/Temporary** Regular
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