We are looking for a Service Delivery Manager to lead a customer-facing team comprised of technical staff who manage our services and consult with customers on their needs. The portfolio includes on-premises and cloud-based managed infrastructure services for compute and storage, along with consulting to support the adoption of cloud technologies
In this position, you would direct the service management and consulting activities in Cloud and Infrastructure Services. We need someone who can work with the other managers to build a collaborative culture that supports effective service delivery. You will lead the team in developing methodologies and coach staff to take on more mature approaches to service management and consulting.
In this position, you will:
Develop service products for servers, storage, and cloud technologies in coordination with engineering and operational support staff. Design, scope, and define our services to meet business needs, and develop consistent processes for request intake and evaluation.
Work with customers to architect solutions. Lead the planning, implementing, tracking and reporting on significantly complex projects to implement cloud technologies. Coordinate engagements between in-house engineering resources and customer technical staff
Work collaboratively and negotiate as needed to ensure the effective identification and resolution of highly complex issues. Engage engineers to build supporting infrastructure that fills service gaps.
Define and facilitate appropriate policies, standards, plans and controls to ensure consistent delivery of cloud infrastructure services to CIT and campus IT units. Ensure service quality meets stakeholder expectations, and that practices are aligned with ITSM initiatives
Facilitate consistent, secure, efficient processes for moving campus applications to the cloud and encourage DevOps practices where appropriate. Guide the development of training and documentation for end-users and support staff.
Work with senior management in planning the organization's policies and procedures; plan for strategic and tactical research, planning, and development activities.
We need candidates who have:
A bachelor's degree plus 3-5 years' experience managing staff supporting IT server and storage infrastructure
Experience developing and supporting sustainable IT services
Established skills in staff coaching and leadership
Experience managing vendor relationships including contract negotiation
A strong customer service focus with a collaborative approach
We would also like to see:
Experience managing a professional services organization
Experience supporting production services in the cloud
Experience with DevOps deployment methodologies
Experience managing services in an ITSM framework
Experience managing projects
Certifications in ITSM, project management, and/or DevOps
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No Visa sponsorship is available for this position.
No relocation assistance is available for this position.
University Job Title:
Info Tech Asst Dir I
Pay Rate Type:
Number of Openings:
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