Senior Manager – Technology Delivery

Senior Manager – Technology Delivery

Requirements

• Bachelors degree in Computer Science, Engineering, related field, or equivalent relevant work experience.
• Deep and broad technical background with 5-7+ years experience of progressive scope/impact/responsibility (including both hands-on and leadership roles) working with relevant enterprise technologies.
• 5+ years of incident management experience including: hardware/software/network configuration, and incident management support.
• Excellent written, verbal, and presentation skills, as well as the ability to communicate technical information in a non-technical manner.
• Excellent organizational and time management skills especially in the case of fluid or conflicting priorities.
• Expert level customer service/support skills and the ability to proactively anticipate, critically think through, and resolve technical problems.
• Demonstrated experience and success in influencing, leading, and coaching without direct leadership responsibility.
• Up to 25% travel required.

Responsibilities

• Provide technical expertise and leadership to a team of highly technical employees while being able to assist in all manners of execution as well. Foster a collaborative, success-oriented team environment where resources are empowered and accountable. Provide work direction, delegation, and prioritization to team. Ensure compliance with company’s policies, processes and procedures.
• Trend Analysis: Provide regular updates to key Field Leader positions (Field Engagement and Implementation, Regional Director of Operations, Field Vice President) through Business Intelligence dashboard and technology support issues/analysis on the health of each region. Provide thought leadership and continuous improvement opportunities on how to address technology challenges.
• Provide thought leadership and significant influence to the continuous improvement of processes, policies and best practices to optimize performance and availability of technologies. Drive and develop consistent technical build, implementation and support processes. Verify designs are validated and adhere to defined standards. Ensure ongoing improvements align with standard process/service management principles.
• Evaluate, troubleshoot and participate in root-cause analysis of development and test environment issues within technical area(s) of expertise. Once corrective action is identified, lead respective team to implement changes/improvements in designs/builds as necessary to prevent recurrence.
• Define, track and measure overall department performance and metrics. Complete and distribute (and/or over see activity) applicable reports, models, status updates, statistics, etc., to technology leadership as required. Provide proper escalation to leadership for issues/problems as necessary. Participate in the organization’s strategic and financial planning process.

Preferred Qualifications

• 3-5+ years of project management experience with a proven track record for delivering projects and driving execution.
• 2+ years of direct people-management experience to include performance management.
• Technical understanding of Microsoft operating systems. Azure Active Directory, MS Office, Power BI, with associated certifications (e.g. MSP, MCSA)
• IBM ServiceNow experience specific to incident, knowledge, and process management.
• Proficient, or able to gain proficiency with, a broad array of security software, business applications and tools. (Symantec DLP, zScaler, Sumo Logic, CyberArk, web proxy filtering tools).