About the position
The Manager, Service Delivery is a key team member in Information Technology. This position partners with business leaders and IT Management to lead change and support existing technology in the corporate infrastructure. All computing, storage and networks operations, standards and processes are managed by this position. The position manages a team of technologists that are responsible for the corporate premise and cloud based infrastructure systems as well as managing the corporate help desk.
Responsibilities
- Tactical direction and vision setting for IT infrastructure and support operations.
- Analyze alternatives and implement application systems which are responsive to client requirements.
- Provide advice and consultation concerning infrastructure and support operations solutions.
- Work with the IT leadership to set and enforce standards and operational procedures for all infrastructure and support operations environments.
- Responsible for implementing and operating high availability computing, storage, and network environments.
- Responsible for implementing and operating customer centric support environments.
- Manage implementation, functional exercise testing and maintenance of Disaster Recovery planning for all infrastructure and operations.
- Leveraging NIST standards and industry best practices in cyber hygiene and resiliency, creates and manages the company's cybersecurity program to ensure adherence to internal policy.
- Ensure proper processes and procedures are in place for all of IT infrastructure and support operations.
- Manage vendor relationships and negotiations process.
- Establish departmental critical success factors and key performance indicators.
- Manage the department and has authority over hiring/firing/performance decisions.
- Experienced in influencing senior level management and key stakeholders and directing teams in multiple technological and business environments.
Requirements
- Minimum Bachelor’s degree in business, finance, management information systems, information technology (IT), computer science or a related field required.
- ITIL or similar certification preferred.
- CRISC or similar certification preferred.
- 5 years of IT infrastructure work experience required.
- Direct experience in installation, maintenance operational for Premise and Cloud systems tasks, LAN/WAN, security technologies, web technologies, installing and configuring laptops, desktops, servers, conference room technology and related software.
- Proven experience managing subcontractors to meet and deliver to SLAs.
- Experience leading a team preferred.
- Knowledge of warehouse environments and technology.
- Demonstrated skills/experience with success in managing high volume, service-oriented IT project portfolios, systems, strategic planning, e-commerce, contract negotiation/maintenance, metrics and reporting.
- Experience demonstrating knowledge and understanding of complex financial analysis, business process design and Software Development Life Cycles.
- Requires advanced technical and business knowledge.
- Excellent written and oral communication skills.
- Ability to motivate and persuade others.
- Possess strategic thinking and planning skills.
- Ability to develop and implement departmental plans.
- Ability to identify priorities and achieve results with a sense of urgency.
- Give honest and straightforward opinions on related issues.
- Ability to develop and train staff and encourage a team approach.
