Sr. Manager, IT Service Operations & ITIL
Rethink what's possible with SwitchThink! SwitchThink Solutions is an IT Services CUSO from Desert Financial.
As a collaborative partner for innovation, SwitchThink Solutions offers technology solutions that help credit unions achieve their transformational goals. Our knowledgeable development, infrastructure, and IT operations experts work hand-in-hand with our clients to maximize the benefits of their technology and speed their results.
The Director ensures that all end user computing needs are addressed quickly, consistently and fully. Responsibilities include managing a team of service desk, building out a fully functional Network and Security Operations Center (NOC/SOC) specialists and technicians to ensure quality and excellent service delivery for all operational areas. Coordinates project staffing with Information Technology Management and develops policies and procedures for Operations Teams. Works in conjunction with the Information Technology Management team to define and execute goals for the team. Provides leadership in the area of member service, staff guidance, and technical knowledge. Must have an awareness of current trends and technology advances to provide direction to the team and ensure efficient and effective operations. Perform evaluations of staff member's technical, personal development and service training capabilities for all service areas as needed. Duties also include managing issue escalation support. The Director will address issues which fall outside of established department parameters, metrics, maintain oversight and communication with the issue owner and other technical resources.
The Director contributes to the development of infrastructure standards and operational processes while actively participating in the setting of the overall information technology operational strategy to include life cycle management for all functional areas. The Director manages technical staff and vendors to ensure the successful implementation of the computing infrastructure, the high availability, reliability, and security of the computing environment and the continual development of the technically trained staff. Development, implement and maintain IT operational policy and procedures, to include metrics and analytics for all service delivery requirements for all business partners. Identify areas of operational improvement and execute strategies to address them on an ongoing basis. Ensure infrastructure and operational services are appropriately maintained and supported at all times. Provide optimal delivery of IT services and technologies for service areas. Provide leadership and guidance to internal and external operational staff. Establish and maintain relationships and agreements with vendor 3rd party managed service providers, such as the NOC and SOC. Work directly with executive leadership to improve and enhance overall operational efficiencies. Responsible for IT operational budget and tracking.
The Director is responsible for reviewing IT processes in accordance to best practices and is a practitioner in the area, focused on IT Service Management functions, including but not limited to Incident Management, Change Management, and Problem Management. Provides guidance and oversees management of key IT Infrastructure Library (ITIL) processes in partnership with process owners. Ensures that ITIL processes are defined, understood, adhered to and improved ongoing. Assists with implementation of continual service improvement items across all IT operational processes.
What you will do here:
Monitors trouble tickets and follows up with assigned personnel to ensure timely resolution of issues, to include metrics and analytics that identify improvement opportunities for operational excellence for service delivery, this includes shift left opportunities and implementation.
Responsible for Change Management governance, including: monitoring and reporting on change requests and providing status updates on implementation of change items. Additionally, organizes schedules and leads, facilitates and documents Change Approval Board (CAB) meetings.
Responsible for Problem Management root cause analysis documentation and reporting. Analyze problem data to identify key points of failure and partner with problem stakeholders to identify solutions to prevent problems from reoccurring.
Responsible for driving and identifying Service Management process opportunities, process mapping and related documentation, communication of new processes to applicable stakeholders and identification of appropriate automation and process technology to support further process improvement within the environment.
Analyze Service Management data and metrics to identify trends and potential areas for further investigation.
Participate in the development of appropriate actionable plans, including the definition of a new and/or improvement of existing processes. This will include detailed tactical steps to drive the changes desired with clearly defined success criteria.
Ensure trouble tickets are assigned accurately, contain accurate information, contain advanced troubleshooting steps, and are resolved in a timely fashion.
Provides leadership and supervision to the team ensuring that appropriate skilled resources are in place to meet service level requirements which includes effectively managing performance of the team as it relates to the entire Performance Management Cycle.
Provide organization and clients efficient and timely first and second level support.
Monitors and escalates problems to appropriate management levels and accurately communicates pertinent details and information to ensure timely resolution.
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
Ensures that decisions result in the improvement of the overall customer service delivery of the Operational areas are continually met.
Maintain central information store ensuring Support technicians consistently handle issues to minimize disruptions and speed resolution.
Perform other job-related duties as assigned.
What you will need:
Associate's degree, trade or technical school equivalency.
Computer or Management related degree preferred.
8 years of experience of related experience.
5 years of supervisory and leadership experience.
Preferred certifications: Service Desk and Network/Security Operations Centers, Microsoft Operating Systems, ITIL Foundation, ITIL Service Lifecycle, ITIL Continual Service Improvement.
Demonstrated success in transformational projects both at a departmental and enterprise level.
Deep knowledge of and demonstrated expertise with computing infrastructure. Technically adept and knowledgeable with established relationships with key vendors, including Apple, Cisco, Dell, and other enterprise vendors.
Demonstrated ability to establish a rigorous computing infrastructure including integration with cloud IaaS, PaaS and SaaS solutions such as Microsoft Office 365 and Azure, Salesforce.com, and other service providers.
Data Reporting, metrics and Analysis.
Excellent written and verbal communication skills.
Demonstrated ability to work well within a team environment.
Experience in enterprise service delivery roles and strategy.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
For additional information about our organization, careers and benefits visit www.switchthink.com/careers
Job Reference #: 34717