Job Description

Job Level Summary

Requires specialized depth and/or breadth of expertise in own job discipline or field
Leads others to solve complex problems
Works independently, with guidance in only the most complex situations
May lead functional teams or projects

Primary Accountabilities

Leads the delivery of all components in the assigned service area, ensuring that services are delivered as expected and on time to the customer.
Manage relationships across all related service areas and across enterprise service customers to ensure expectations and opportunities to collaborate are transparently communicated.
Understand internal processes and identify potential hard or soft gaps between capabilities and business requirements or expectations that could impact service offering.
Leads the identification and implementation of key infrastructure and automated solutions for the assigned service area to enable development needs.
Monitors day-to-day service delivery for assigned area and ensures that high levels of customer satisfaction are achieved.
Provides guidance regarding the research, engineering, and integration of new service capabilities/solutions and frameworks.
Serves as escalation for incident triage, including determining scope, urgency, and potential impact. Ensures recommendations that enable expeditious remediation.
Assists with development of resource consumption budgets and forecasts
Reviews and recommends adjustments to service level agreements and identifies and defines new service requirements
Participates in the development, implementation and coordination of change management programs

Travel Requirements

This position requires travel up to 10% of the time.

Specialized Knowledge & Skills Requirements

Demonstrated experience providing customer-driven solutions, support or service.
Demonstrated experience leading and providing IT operations support.
Solid knowledge and understanding of managed service delivery and/or outsourcing contracts.
Solid knowledge and understanding of IT infrastructure domains including data centers, network/communications, server utilization, virtual environments, storage and application development.
Solid 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 in project management.