Senior Manager, IT Managed Services

Deluxe•Fort Worth, TX

About The Position

Provide strategic direction and leadership for the IT Managed Services team. Define service offerings, SLAs, and KPIs, that align with MSP contractual obligations and our client’s expectations. Ensure MSP’s are providing data/reports that reflect alignment to contractual obligations. Identify dependencies and blast radius of impacts (also improves change management) Protect Resiliency through design patterns (Retry, Circuit Breaker, Stand-in) Detect Availability and Response anomalies with synthetic and real-user monitoring Recover and communicate internally and/or externally through pre-defined processes, and improve Protection and Detection based on RCA, Root Cause Analysis Basic Qualifications 12 years’ experience and understanding of architecture, application design, systems engineering and integration. Technical expert within multiple disciplines, provides strategic direction, guidance and integration of products and services. Executive level presentation experience, verbal and written communication skills. Eight years’ experience mentoring junior resources, influential leadership abilities Experience as technical lead supporting multiple, complex, projects simultaneously Technical manager of an Enterprise Technology and/or Operational Support Team Preferred Qualifications Effective business and financial acumen, experience in managing $1M+ budgets along with negotiation capabilities and license management IT Managed Service experience with multiple vendors Executive Level Presentation development and delivery experience Strong problem-solving and analytical skills. Familiarity with managing remote staff Benefits In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Our approach considers our employees’ whole selves, ensuring they can thrive both in and outside of work. Here are some of the benefits we offer, which may vary based on role, location, or hours worked: Healthcare (Medical, Dental, Vision) Paid Time Off, Volunteer Time Off, and Holidays Employer-Matched Retirement Plan Employee Stock Purchase Plan Short-Term and Long-Term Disability Infertility Treatment, Adoption and Surrogacy Assistance Tuition Reimbursement These benefits are designed to enhance the health, protect the financial security, and provide peace of mind to our employees and their families. Deluxe Corporation is an Equal Employment Opportunity employer: All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law. Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process. Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected].

Requirements

12 years’ experience and understanding of architecture, application design, systems engineering and integration.
Technical expert within multiple disciplines, provides strategic direction, guidance and integration of products and services.
Executive level presentation experience, verbal and written communication skills.
Eight years’ experience mentoring junior resources, influential leadership abilities
Experience as technical lead supporting multiple, complex, projects simultaneously
Technical manager of an Enterprise Technology and/or Operational Support Team

Nice To Haves

Effective business and financial acumen, experience in managing $1M+ budgets along with negotiation capabilities and license management
IT Managed Service experience with multiple vendors
Executive Level Presentation development and delivery experience
Strong problem-solving and analytical skills.
Familiarity with managing remote staff

Responsibilities

Provide strategic direction and leadership for the IT Managed Services team.
Define service offerings, SLAs, and KPIs, that align with MSP contractual obligations and our client’s expectations.
Ensure MSP’s are providing data/reports that reflect alignment to contractual obligations.
Identify dependencies and blast radius of impacts (also improves change management)
Protect Resiliency through design patterns (Retry, Circuit Breaker, Stand-in)
Detect Availability and Response anomalies with synthetic and real-user monitoring
Recover and communicate internally and/or externally through pre-defined processes, and improve Protection and Detection based on RCA, Root Cause Analysis