Senior Manager – Solutions Design & Operations

Senior Manager – Solutions Design & Operations

Requirements

• Bachelor’s degree from an accredited college in a related technical discipline, or equivalent experience/combined education, with 15 years or more of professional experience; or 10 years of professional experience with a related Master’s degree in a related technical discipline.
• Minimum 10 years of experience in a senior digital operations, infrastructure, cybersecurity and enterprise software support.
• Subject matter expert and technical authority in Digital and 24×7 critical system operations disciplines, including customer experience and customer facing systems, cybersecurity and enterprise IT capabilities, and modern IT practices.
• Demonstrated successful experience with leading and managing teams on enterprise-scale technical initiatives, including vendor partners.
• Extensive knowledge of cloud technology (Azure and Kubernetes).
• Demonstrated experience with Operations management, ITIL and DevSecOps methodologies, practices, cloud computing, complex integrations, monitoring and infrastructure.
• Excellent written and verbal communication skills with audience-appropriate translation (technical to non-technical, vice versa, etc.), and demonstrated experience briefing the highest levels of company and customer organizations.

Responsibilities

• Lead the strategic direction for digital operations and services ensuring alignment with business goals and enterprise IT best practices and framework for operations management, change management, incident management and problem resolution.
• Develop and maintain a Digital platform strategy in collaboration with the Digital Engineering organization, focusing on user experiences, operational efficiency and cybersecurity.
• Provide guidance on best practices for Digital operations, overseeing 24×7 operations, cybersecurity, DevSecOps, vulnerabilities management, vendor management and ensuring the successful launch and optimization of digital products and services.
• Ensure and enhance the reliability and performance of digital platforms through proactive observability and continuous improvement.
• Implement efficiencies in the use of technologies and promoting a culture of adopting new technologies.
• Lead and mentor operations leads, software engineers and vendor partners.
• Foster a high-performance culture, ensuring effective team collaboration and growth.
• Oversee talent acquisition, performance evaluations, and career development.
• Partner with business and technology stakeholders to understand requirements, prioritize initiatives, and deliver reliable services.
• Maintain strong relationships with internal stakeholders and external vendor partners to ensure alignment and successful project delivery.
• Serve as the main liaison for operations-related updates to core project teams, facilitating effective communication and collaboration.
• Identifying and selecting tech vendors that align with the organization’s strategic goals and technical requirements.
• Continuously monitoring vendor performance against agreed-upon service level agreements (SLAs) and key performance indicators (KPIs). This involves regular performance reviews, audits, and feedback sessions to ensure vendors meet the organization’s standards.
• Overseeing the entire vendor ecosystem to ensure seamless integration and collaboration among different vendors. This includes coordinating efforts, managing dependencies, and ensuring alignment with the organization’s overall digital strategy.
• Handling escalations and resolving issues that arise in vendor relationships. This involves addressing technical and performance issues, managing disputes, and ensuring timely resolution of problems.
• Ensuring that vendors comply with all relevant regulations, standards, and policies. This includes conducting compliance audits, managing data privacy and security requirements, and ensuring adherence to governance frameworks.
• Lead efforts to reduce technical debt, improve system stability, and ensure operational readiness for peak seasons.
• Implement and enforce best practices in project to operations handover and quality control.
• Spearhead the delivery of DevSecOps solutions that empower the business, from cutting-edge cloud platforms to seamless GitOps and infrastructure-as-code.
• Lead the integration of AI into the Digital Operations management framework to reduce platform interruptions, downtimes and mean time between failures.

Preferred Qualifications

• Experience with Global & Local organizations and multicultural environment.
• Demonstrated expertise in state-of-the-art Digital technologies, tools, and capabilities.
• Professional credentials and certifications in digital operations, services and cybersecurity.
• Experience with cloud migration and hosting, including Platform as a Service (PaaS) and Cloud Service Providers (CSP). MS Azure and AWS would be plus.
• Experience with app modernization and customer facing digital capabilities.
• Experience with Networking, Firewall, and Network Security.
• Experience with Monitoring and Observability frameworks and tools.
• Broad knowledge of SDLC, DevOps and DevSecOps methodologies.
• Strong analytical and problem-solving skills, with the ability to think strategically and translate ideas into actionable plans.
• Ability to build and maintain strong relationships with stakeholders (both internal and external), fostering collaboration and achieving results through others.