Senior Manager, Site & OT Support

Stanley Black & Decker, Inc.•Towson, MD

57d•$110,600 - $178,000•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 get to: 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.

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.