Senior Manager, Site & OT Support

Stanley Black & Decker • Towson, MD

55d • Hybrid

About The Position

As a Senior Manager, Site & OT Support, you’ll be part of our Information Technology team working as a hybrid employee. You’ll be accountable for the day-to-day functioning of all IT applications and solutions, including oversight of managed service provider(s) delivering support and maintenance services. You will assist with the release of new technologies, ensuring MSP engagement and alignment with internal standards. You will be responsible for coordinating and validating MSP activities related to testing, maintenance, and performance of PC/server operating systems, networks, and associated utilities and hardware. You will actively manage relationships with application and infrastructure support vendors, ensuring adherence to service level agreements and quality standards. You will oversee MSP execution of problem management, performance and capacity management, incident management, escalation management, release management, change management, and disaster recovery/business continuity planning and testing. You will recommend improvements in collaboration with the MSP to reduce support costs and optimize performance. You will strategize the design, build, implementation, and administration of monitoring tools and solutions for networks, systems, and platform applications, in partnership with the MSP. You will develop the vision and strategic direction for tools and processes that enable the business to operate efficiently, coordinating with the MSP to minimize incidents or downtime. You will coordinate routine maintenance tasks for infrastructure/application systems such as backups, patch management, hot fixes, and software releases performed by the MSP. You will establish and maintain standard operating procedures and best practices, ensuring MSP compliance and alignment. You will develop strategies to support remote users, focusing on security and remote access, and work with the MSP to implement these solutions. You will oversee MSP diagnosis and resolution of complex hardware, software, and connectivity issues, ensuring timely escalation and resolution. You will collaborate with project teams and the MSP to understand technical requirements and deliver solutions. You will manage and review MSP activities related to support tools and back-end utilities for capacity planning and management. You will ensure proactive and preventive maintenance activities are implemented by the MSP to improve service availability and maintain continuity. You will provide regular status reports to senior leadership, including MSP performance metrics and improvement recommendations.

Requirements

• Undergraduate degree required and 10+ years relevant experience, or Graduate degree and 8-10 years relevant experience.
• 3-6 years of leadership experience.
• Managed service provider and vendor relationship management, including oversight of SLAs and performance metrics.
• System performance management, with a focus on interpreting reports and driving improvements through MSPs.
• Problem management and escalation coordination with external providers.
• Ability to simplify and standardize complex concepts/processes for effective communication with both internal stakeholders and MSPs.
• Excellent oral and written communication skills, including the ability to articulate requirements and expectations to service providers.
• Strategic thinking and the ability to tie together solutions across multiple systems and platforms.
• Experience in process improvement and service optimization in partnership with external vendors.
• Excellent communication skills, including the ability to clearly articulate expectations and feedback to both internal stakeholders and external service providers.
• Effective collaboration, fostering strong working relationships with managed service providers and cross-functional teams.
• Advanced problem-solving skills, with the ability to navigate complex support scenarios involving multiple parties.
• Strong execution skills, ensuring follow-through on tasks and initiatives in a multi-vendor environment.
• Analytical thinking, leveraging data and performance metrics from MSPs to drive continuous improvement.
• Strong business acumen and customer service attitude, maintaining a focus on business outcomes and end-user satisfaction.
• Vendor relationship management, including the ability to influence and negotiate with external partners to achieve service excellence.
• Strategic partnership mindset, proactively building alignment and shared goals with the MSP to support organizational objectives.
• Adaptability and resilience, managing change and ambiguity in a dynamic, outsourced support environment.

Responsibilities

• Accountable for the day-to-day functioning of all IT applications and solutions, including oversight of managed service provider(s) delivering support and maintenance services.
• Assists with the release of new technologies, ensuring MSP engagement and alignment with internal standards.
• Responsible for coordinating and validating MSP activities related to testing, maintenance, and performance of PC/server operating systems, networks, and associated utilities and hardware.
• Actively manages relationships with application and infrastructure support vendors, ensuring adherence to service level agreements and quality standards.
• Oversees MSP execution of problem management, performance and capacity management, incident management, escalation management, release management, change management, and disaster recovery/business continuity planning and testing.
• Recommends improvements in collaboration with the MSP to reduce support costs and optimize performance.
• Strategizes the design, build, implementation, and administration of monitoring tools and solutions for networks, systems, and platform applications, in partnership with the MSP.
• Develops the vision and strategic direction for tools and processes that enable the business to operate efficiently, coordinating with the MSP to minimize incidents or downtime.
• Coordinates routine maintenance tasks for infrastructure/application systems such as backups, patch management, hot fixes, and software releases performed by the MSP.
• Establishes and maintains standard operating procedures and best practices, ensuring MSP compliance and alignment.
• Develops strategies to support remote users, focusing on security and remote access, and works with the MSP to implement these solutions.
• Oversees MSP diagnosis and resolution of complex hardware, software, and connectivity issues, ensuring timely escalation and resolution.
• Collaborates with project teams and the MSP to understand technical requirements and deliver solutions.
• Manages and reviews MSP activities related to support tools and back-end utilities for capacity planning and management.
• Ensures proactive and preventive maintenance activities are implemented by the MSP to improve service availability and maintain continuity.
• Provides regular status reports to senior leadership, including MSP performance metrics and improvement recommendations.

Benefits

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.
• Competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.
• Access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior