Senior Manager, Technology Business Services

Jazwares, LLC•Plantation, FL

About The Position

The Sr. Manager of Technology Business Services is responsible for overseeing and managing services that are shared across multiple departments or business units within the IT organization, while also providing executive support to IT Leadership. The role involves ensuring the seamless delivery of shared IT resources, optimizing service delivery, ensuring consistency in IT operations, and enhancing efficiency across the organization. He/she will drive business analysis and process engineering initiatives, act as a SCRUM Master, champion change management and IT communications, and leverage deep expertise in Jira to align business services with Agile delivery. Additionally, this role will provide foundational oversight for the IT budget, vendor relations, event planning, and contract management. This position will partner with ITSL to support the eventual standardization and rollout of KPIs and performance metrics. The role involves collaboration with internal teams and business leaders to ensure that shared services meet business needs while supporting IT governance standards.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent work experience).
10+ years of experience in IT management or related roles, with a focus on service delivery, IT operations, or shared services management.
Proven experience managing teams and large-scale IT projects.
Strong knowledge of ITIL or other service management frameworks.
Experience with budget management and cost optimization in an IT setting.
Strong leadership, facilitation, and stakeholder management skills, with the ability to guide cross-functional teams without direct authority.
In-depth understanding of IT operations, software development life cycles (SDLC), and service delivery models.
Excellent communication skills, both verbal and written.
In-depth understanding of IT infrastructure, operations, and service delivery models.
Strong problem-solving skills and the ability to handle complex technical issues.
Experience with vendor management and contract negotiations.
Ability to work cross-functionally and manage stakeholder relationships at all levels of the organization.
Strong project management skills, including familiarity with methodologies such as Agile, Waterfall, or similar approaches.
Advanced proficiency in productivity tools such as MS Office and Google Suite
Strong analytical, organization and problem solving skills
Highly collaborative self-starter that embraces technology and change
Proactive and creative

Nice To Haves

ITIL Foundation or ITIL Practitioner certification.
PMP (Project Management Professional) or Scrum Master certification.
Atlassian/Jira Certifications (e.g., Jira Project Administrator)
Certified Business Analysis Professional (CBAP) or equivalent BA certification or equivalent Change Management Certifications is recommended
IT Financial Management Certification or courses is a plus

Responsibilities

Business Analysis Oversight & Agile POD Leadership
BA Practice Leadership: Direct and oversee the Business Analysis function, establishing best practices, standardizing requirement-gathering templates, and ensuring high-quality output of Epics, User Stories, and process maps.
Agile POD Management: Strategically design, build, and oversee cross-functional Agile delivery PODs. Ensure that BAs and technical resources are effectively allocated across PODs to meet fluctuating business demands and project priorities.
Scrum Master (SM) Oversight: Manage and mentor the Scrum Master POD. Provide leadership and coaching to Scrum Masters to ensure Agile ceremonies are effective, continuous improvement is fostered, and team velocity is optimized.
IT Governance
Steering Committee Facilitation: Orchestrate and manage the IT Manager Steering Committee, preparing agendas, facilitating leadership discussions, and ensuring alignment on project prioritization and IT strategy.
Business Case Review & Intake: Organize and lead the rigorous review of business cases for proposed technology investments. Evaluate submissions for strategic fit, expected ROI, risk, and resource capacity before presenting them to the Steering Committee for approval.
Governance Communications: Drive transparent, high-quality IT communications regarding governance processes. Ensure cross-functional stakeholders are consistently informed of Steering Committee decisions, portfolio health, and changes to IT policies
Budget and Financial Management
Develop and Manage Budget: Create, manage, and track the annual budget for shared IT services, ensuring services and resources are allocated appropriately to meet organizational needs while controlling costs.
Forecasting: Regularly forecast IT costs and update budget estimates as necessary to reflect changes in service demand, new projects, or unforeseen expenses.
Cost Optimization: Identify opportunities for cost reduction and operational efficiency without sacrificing service quality. This could involve partnering with ITSL in the negotiation with vendors, adoption of new technologies, or streamlining processes.
Vendor & Contract Management
Act as the main liaison between IT and the Legal Department in the review and approval process of all technology contracts.
Manage relationships with third-party vendors and service providers that deliver shared IT services.
Ensure vendors comply with contractual obligations and perform according to agreed-upon standards.
Manage the annual renewal schedule of IT vendors for all systems and applications.
Resource Management
Recruitment and Onboarding: In collaboration with HR, define job descriptions, identify staffing needs, and participate in recruitment efforts to fill open positions in the shared services team. Oversee the onboarding process for new hires, ensuring they are integrated into the team and trained on internal processes and tools.
Resource Allocation: Monitor resource allocations of human resources effectively across different IT service areas (e.g., support, infrastructure, applications) to maximize efficiency and ensure the right skills are applied to the right tasks. Properly managing resources—whether human, technical, or financial—ensures that IT operations run smoothly, that capacity is well-utilized, and that services meet both business and operational needs. Allocate resources effectively to ensure the delivery of high-quality services while staying within budget.
Quality Engineering
Quality Assurance Strategy: Define and implement robust quality engineering frameworks and testing strategies that seamlessly integrate with Agile delivery and the overall Software Development Life Cycle (SDLC).
Testing & UAT Oversight: Direct testing (manual and automated) efforts across the PODs, ensuring rigorous User Acceptance Testing (UAT) and verifying that delivered solutions trace accurately back to the original business requirements and Epics in Jira.
UAT & Traceability Oversight: Oversee all QA and User Acceptance Testing (UAT) phases across Agile PODs, ensuring strict traceability in Jira from the initial business requirements and Epics down to individual test cases and final execution.
Process Engineering
Process Mapping: Analyze and document current-state ("As-Is") business processes. Design and map optimized future-state ("To-Be") workflows to support new technology implementations.
Gap Analysis: Perform gap analyses to determine the changes needed in processes, systems, and roles to transition from the current state to the future state.
Continuous Improvement: Identify opportunities to eliminate waste, automate manual tasks, and improve overall operational efficiency within business units
Performance Metrics
Define Relevant KPIs: Work with ITSL and business stakeholders to determine which KPIs will most effectively measure IT performance and support business goals. Develop KPIs for different areas of IT operations, such as service delivery, infrastructure performance, application management, project delivery, security, user support, and IT efficiency.
Ensure Alignment with Business Objectives: Ensure that the KPIs align with the organization’s strategic business objectives, supporting the achievement of broader goals such as cost optimization, customer satisfaction, operational efficiency, and innovation. Help bridge the gap between business goals and IT performance metrics, ensuring both teams are focused on shared success.
Track IT Performance: Regularly track and analyze IT service performance based on established KPIs, including metrics such as uptime, service availability, incident resolution time, system performance, and user satisfaction. Ensure timely collection of data from relevant IT systems, platforms, and tools to monitor performance against KPIs.
Change Management
Oversee and manage the planning, execution, and continuous improvement of change management initiatives within the organization.
Ensure that changes—whether related to technology, business processes, organizational structure, or culture—are effectively communicated, planned, and implemented with minimal disruption.
Work closely with senior leadership, project teams, and stakeholders to ensure the successful adoption of change, fostering a culture of resilience and agility across the organization.
Event Management
Oversee all logistical aspects of event planning, such as venue selection, catering, transportation, audio-visual needs, and guest accommodations for IT-related events.
Coordinate with vendors, suppliers, and partners to ensure event materials and services are delivered on time and to the required specifications.
Develop and manage event budgets, ensuring events are delivered within financial constraints while maximizing value.
Gather feedback from attendees, stakeholders, and team members to assess event effectiveness.
Use feedback to improve future events and share best practices within the team.
Ensure event-related content is aligned with branding and positioning standards.
IT Communications
Develop and execute integrated communications strategies for both internal and external audiences, ensuring consistency across all channels.
Oversee the creation and dissemination of leadership communication, newsletters, announcements, and internal memos.
Draft, edit, and proofread high-quality written content, including project go-live communications, adoption of new technology, monthly IT highlights, important changes, etc.
Work with the creative team to develop compelling promotional materials for events (e.g., flyers, invitations, social media posts, and email newsletters).
Documentation Management
Develop documentation for Policies, Standards, and Procedures, and maintain document lifecycle procedures, reviewing and updating documents, controlling document versions, ensuring document security, and facilitating document distribution to authorized users.
Oversee the creation, storage, organization, distribution, and retrieval of documents within IT.
Ensure efficient access to information, accuracy, and compliance with regulations.
People Management
Train employees, guide and motivate employees to enhance productivity and performance, especially as this is a new functional area for IT.
Provide feedback while acknowledging achievements and areas for improvement to encourage a growth mindset.
Set goals and monitor employee progress.
Resolve conflicts, identify concerns, and facilitate open and respectful dialogue.
Executive Support
Prepare leadership presentations
Lead continuous improvement and special projects
High level support for executive reporting and IT Governance
Perform other duties as assigned