Job Description

Job Level Summary

Manages professional employees and/or supervisors.
Has accountability for the performance and results of a team within own area of specialty.
Adapts departmental plans and priorities to address resource and operational challenges
Decisions and problem solving are guided by policies, procedures and department plan; receives guidance from manager.
Provides technical guidance to employees, colleagues and/or customers.

Primary Accountabilities

Responsible for the overall strategy, planning, delivery, and support of a complex service or group of smaller services, ensuring services are delivering value to the customer and performant for the customer.
Understand customer strategic direction and build service offering around those needs.
Build and foster enterprise relationships to ensure service offerings are providing continuous value.
Accountable for identifying internal processes and dependencies that may lead to hard or soft gaps between capabilities, impacting business outcomes for service customers.
Accountable for meeting performance standards across services based on agreed upon SLA’s from customers. 
Provides oversight for the identification and implementation of key technology and automated solutions to enable development needs.
Reviews and approves steady-state and investment backlogs. Oversees planning and execution to ensure value is delivered and services perform as expected.
Works closely with leadership to define and promote the strategic direction of the service.
Provides leadership and direction to team members. Provides subject matter expertise across service capabilities.
Provides technical expertise and guidance regarding the research, engineering, and integration of new service capabilities/solutions and frameworks. Ensures service-oriented principles that meet the organization’s availability requirements.
Serves as escalation for incident triage, including determining scope, urgency, and potential impact. Ensures recommendations that enable expeditious remediation.
Collaborates with leadership to develop resource consumption budgets and forecasts.
Leads the review of and recommendation for adjustments to service level agreements and identification and definition of new service requirements.
Coordinates change management programs.

Travel Requirements

This position requires travel up to 20% of the time.

Specialized Knowledge & Skills Requirements

Demonstrated experience providing customer-driven solutions, support or service.
Demonstrated experience in managed service delivery and/or outsourcing contracts.
Demonstrated experience managing and providing IT operations support.
Extensive knowledge and understanding of IT infrastructure domains including data centers, network/communications, server utilization, virtual environments, storage and application development.
Extensive knowledge and understanding of ITIL / service management best practices.
Strong interpersonal relationship skills for managing disputes and driving change.
Analytical approach to problem-solving. Attention to results and with a sense of urgency.
Ability to assess the potential risk of an escalated issue and use business skills to evaluate impact and alternatives.
Strong communication skills. Experience delivering targeted messages to the appropriate audience: verbally, visually, and in writing.
Demonstrated experience working with senior executives to present and gather information.
Demonstrated experience in project management.

Additional Job Information:

o    Offer to selected candidate will be made contingent on the results of applicable background checks

o    Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions