Sr. IT Manager - Enterprise IT Operations Center

Federal Reserve Bank of Philadelphia•Richmond, VA

3d•Onsite

About The Position

The Enterprise Operations Center within OCOO has an immediate opening for a Senior Manager , reporting to the VP - IT Scheduling, Data Center and Operations . The Senior Manager has primary responsibility for the delivery of services from the Operations Center managed service provider, ensuring they are delivering on contractual and operational objectives, as well as work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions through the Managed Servies provider for all aspects of the organization.

Requirements

4+ years of people leadership in IT within a complex, demanding environment with 10+ years cumulative IT experience.
Strong strategic and analytical mindset with extensive experience leveraging metrics and data-driven insights to inform business decisions and drive outcomes
Expertise in ITIL, ITSM, and SDLC frameworks, Agile methodology , and product management discipline.
Executive presence and communication skills with the ability to confidently present, influence, and collaborate with C-suite and senior leadership
Candidates should review the Bank’s Employee Code of Conduct to ensure compliance with conflict of interest rules and personal investment restrictions.
The selected candidate will be subject to a government security investigation and must meet eligibility requirements for access to classified information.
Eligibility for this specific position requires U.S. Citizenship or three or more years of Permanent Resident (Green Card) status.
Please note that this role is required to be in office at a district reserve bank location.

Nice To Haves

Experience in strategic vendor and MSP management preferred (oversight of MSP relationships, tracking operational performance against SLAs and metrics, holding vendors accountable to commitments)
Demonstrated ability to build cross-functional relationships and influence stakeholders at all organizational levels

Responsibilities

Sets strategy, service levels, KPIs, and associated metrics; monitors targets to ensure compliance and takes appropriate actions as needed.
Leverages vendor relationships, industry trends and direction to adjust service offerings and institute operational efficiencies
Accountable for ensuring availability of IT services and supporting infrastructure to provide reliable services to business customers
Leads and/or participates on System and NIT initiatives and/or committees influencing standards, practices and/or policies
Develops departmental plans, including business, production and/or organizational priorities
Provides oversight to ensure the right technology services are delivered to meet the customers’ expectations and risks are managed appropriately
Serves as a strategic partner to build, grow, and maintain long-lasting relationships with customers
Accountable for the budget, fees, penalties, and expense tracking processes defined in the contract
Collaborate with Vendor leadership team to identify and deliver SRE services to enable operational process efficiencies. Champion the SRE services within NIT for deployment.  Measure and track outcomes achieved.
Collaborate with Vendor leadership to execute Event, Incident, Problem, and Change Management processes in alignment with work instructions, and provide feedback in support of continuous service improvement
Provides coaching, guidance and assistance to staff and direct reports.
Responsible for ensuring staff development and is a key participant in management activities.
Ensures successful and consistent completion of all personnel actions (i.e., hiring, terminations, promotions, performance appraisal, and training)
Addresses escalations, problems, disputes that arise with the managed service vendor.  Provides conflict resolution, negotiates, and mediates the issues.
Participates in weekly, monthly, quarterly governance with the vendor to discuss progress, metrics, new opportunities to be mutually agreed upon
Provides future strategic direction and accountable for the expansion of vendor services