IT Operations Manager

Department:  Information Technology
Date:  Sep 14, 2022

Position Summary

 

The IT Operations Manager is accountable for Corporate IT Operations excellence through leadership, oversight and governance over IT Infrastructure, IT Security, Regional IT and Local Site IT teams.

 

The IT Operations Manager develops and maintains strong relationships across internal and external stakeholder organizations including but not limited to, Business Users, the Service Desk Organization, Regional and Local Site IT personnel, IT SME teams and key strategic partners and support vendors.

 

Key characteristics of a successful IT Operations Manager are leadership to achieve objectives through others, business-results orientation that seeks to understand business needs, vision to exploit technology to improve business user experience and engagement, analytical and problem-solving ability to combine and organize information into meaningful patterns, identify cause and effect, presence or “gravitas” to develop initiatives and drive cultural and behavioral change across the organization, influence to work across business lines at senior levels to influence and effect change to achieve common goals and results oriented mindset with the drive to deliver exceptional services.

 

Position Responsibilities

  • Act as the focal point for all IT Infrastructure matters in Headquarters building
  • Manage a standard, consistent IT Operational model across all Datacenters and Private/Public Cloud environments
  • Manage Vendor relationships and Escalation Services
  • Budgeting and forecasting
  • Assessment, selection, and implementation of new IT Infrastructure technologies
  • Lead global, medium to large scale projects
  • Adherence to IT security, IT audit, IT compliance and GDPR policies
  • Align Vulnerability Management functions with business objectives
  • Develop, manage, and enforce IT Operational Standards and Policies
  • Interact closely with key Business functions including Procurement, Legal, Data Privacy and Security Compliance
  • Develop, communicate, and enforce RACI
  • Establish and manage related KPIs and SLAs
  • Accountable for IT services catalog and asset management
  • Lifecycle management of digital workplace hardware and software including tracking contract status and maintenance renewals
  • Lead and participate in RFP and Vendor/Product selection
  • Identify technology trends and implement relevant technology to improve IT and/or business processes
  • Escalate to L2 & L3 IT issues and track to resolution
  • Organizing and Managing “SWAT” Team efforts and communicating status to IT and Business Stakeholders for critical business impacting issues
  • Implement monitoring and automation solutions where appropriate
  • Participate in Change Management process in a dynamic and complex operating environment

 

Required Experience and Qualifications

 

Technical

  • 5 years minimum of IT technical hands-on experience on servers, storage, and networks
  • Managerial Finance proficiency in budgeting, forecasting and financial analysis
  • Strong vendor management, contract and billing drafting and dispute expertise
  • Experience working with Legal, Data Privacy and Procurement Departments
  • Proven Large-scale project management experience
  • IT performance management, network administration and system security
  • Service Desk best practices and related SLAs
  • Reporting, measuring, escalating, and closing support tickets
  • Data networks both WAN and LAN and Switch fabrics
  • Disaster and recovery planning and execution
  • Datacenter management, migrations, monitoring strategies, UPS, cooling, fire suppression
  • Business Case Development and Cost optimization
  • Analyze problems, issues & needs, and provide robust, adaptable solutions which meet current and future requirements

 

Soft Skills

  • Ability to work with ambiguity
  • Ability to work under pressure and maintain composure
  • Ability to manage conflict, handle objections and resistance to change
  • Ability to cope with changing environment—including adapting to meet emergency business-critical events
  • Strategic planning & decision making
  • Proven aptitude to assemble experts, articulate and solve problems on the spot
  • Strong interpersonal and relationship building skills
  • Demonstrated ability to deal with all levels of an organization and to interface will all levels of IT and Business management
  • Excellent verbal and written communication skills
  • Excellent customer service skills

 

Education

  • Bachelor’s Degree in computer science, Information Systems or related discipline. MBA preferred.
  • ITIL Foundations certification or higher preferred


Nearest Major Market: Philadelphia