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Service Manager, Infrastructure Services

Plan IT

Responsibilities

  • Work with key Business and Technology Partners to deliver Hosting Services.
  • Provide management, reporting and operational support for the Planned Maintenance.
  • Participate in the scheduled Governance meetings in the management of the Hosting Services Provider.
  • Ability to understand and review a fully integrated Hosting Solution to identify any impacted technologies or platforms
  • Communicate with service partners to ensure that they understand and conform to the Hosting policies and standards.
  • Provides support to project managers for the creation of plans, costs, and risks for the implementation of IT infrastructure solutions
  • Represent and oversee the delivery of Hosting related processes to the business ensuring client satisfaction and successful business outcomes
  • Advise on Technology Services capabilities
  • Execute line-of-business and geographic business strategies, plans, and related projects and service
  • Develop, govern, and oversee execution of service quality improvement programs for assigned service lines.
  • Lead involvement of external/third-party service providers and representatives in interactions and affairs with employees and teams, and clients
  • Oversee third-party service provider service delivery governance and service level assurance for assigned services and products
  • Identify, document, and present service delivery requirements and needs to internal and external service providers.
  • Sponsor, review, and approve Service Provider proposals, solution innovation and development, and service requests and provider responses
  • Review and approve Service Provider service delivery quality and achievement reports and attestations
  • Lead and oversee programs and initiatives with service providers focused on service quality improvement, continuous improvement, and service capability improvement
  • Facilitate external service provider involvement in Technology Services business planning, service development and innovation, and Services growth
  • Takes ownership of any issues or problems within Hosting Services and makes sure they are dealt with appropriately
  • Acts as an example to all managers in terms of communication and value delivered
  • Demonstrates accountability for the progress of work in-scope and its alignment to Technology Services strategy
  • Communicates objectives and direction for Hosting Services and measure success against the desired outputs

 

Qualifications & Requirements

  • Bachelor’s Degree in information technology or similar
  • Knowledge and effective understanding of key technologies and industry/third-party services, methods, and best-practices in voice and data services and support
  • Experience in Hosting environments operating best practices offerings including execution, deployment, and incident resolution.
  • Experience in product/service life cycle management
  • Experience in managing and overseeing third-party service provider service delivery execution and business & commercial governance
  • Business growth development skills including IT technology and service industry/marketplace awareness
  • Strong and effective customer relationship management skills and process/practice experience
  • Strong communication skills
  • Financial and cost management with expertise in cost forecasting and cost/spend budget management
  • Strong awareness and experience in IT audit and compliance management (SOC, COBIT, SSAE)
  • Strong team and organizational leadership and management capabilities
  • Experience with enterprise change and release management, including technical review of proposed system changes
  • Experience in Hosting Services delivery business models and offerings
  • 7+ years’ corporate IT experience in supporting complex enterprise Hosting environments
  • Strong knowledge of IaaS, SaaS, Data Center Facilities, Server, Storage, and Infrastructure related support for Business Applications
  • Knowledge of ‘Cloud’ business models
  • Demonstrated understanding of ITIL methodologies, ITIL® v3 Certification desirable

If you qualify for this opportunity, please apply!

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Plan IT is an equal opportunity employer. Thank you in advance for your interest, however, only those selected for consideration will be contacted.

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