Technology Services Manager

Job Title: Technology Services Manager (Contract) - Job#5910

Location: Onsite (Richmond, VA and Dallas, TX preferred)

Job Description

Our client is seeking a Technology Services Manager for a contract opportunity. This role is for a seasoned professional that ensures stable and consistent operations, change, configuration, incident and problem management. Performing as the Ops Partner, this individual will be accountable for ensuring awareness and consistent execution of documented Enterprise Operations standards as well as following ITIL processes within the product line. Additionally, the Ops Partner is responsible for collaborating to drive cross-team knowledge and contribute to overall product resiliency and availability. Working closely with engineers, subject matter experts (SMEs), vendors managers, and stakeholders, the Ops Partner utilizes his/her knowledge and expertise to focus on delivering and improving client technology needs in both on-premises and cloud environments.

This role will assist in delivering a network focused product within our Network and Integration product line. As the Ops Partner, you will serve as a technical operations expert collaborating on the design, implementation, and support of various network channels. A strong knowledge of networking technologies is essential for the success of this role.

Principal Duties And Responsibilities

• Serve as primary point of contact within Operations for assigned Product Line.
• Accountable for the operational platform related oversight of services and portfolio of client applications and supporting infrastructure.
• Ensure the delivery of high-quality, cost effective and efficient services.
• May facilitate and coordinate technology planning and implementation efforts related to platform services in support of business needs across matrixed teams.
• Develop and maintain business relationships with other supporting roles and critical clients/vendors and represent client/vendor interests in the planning and implementation of platform services.
• Partner with cross-functional teams in the delivery of high-quality product enhancements on time and within budget.
• Effectively communicate with other supporting roles, clients, and other resources to update and maintain progress and status of critical events, incidents, or initiatives. Provide input as needed to senior leadership and executives.
• Actively track and coordinate the resolution of Platform service incidents, changes, problems, and requests within appropriate process guidelines.
• Perform Root Cause Analysis (RCA) on high/significant Platform related incidents.
• Coordinate after action items on Platform related high incidents to prevent them from occurring again.
• Ensure that Platform infrastructure environments are proactively managed to meet or exceed SLA targets.
• Proactively identify Platform/infrastructure technology service needs, assist in defining product vision & strategy, and solicit client input in technology planning efforts.
• Support and prioritize projects, assist in determining the best technical implementation methods as well as a reasonable execution schedule.
• Lead initiatives, as appropriate, representing Operations.
• Adhere to business requirements and scope.
• Responsible for understanding and applying risk management discipline in all involved efforts.
• Provide secondary support and assist fellow Operations PSMs in their specific areas as needed.
  
  

Position Requirements

• Experience working with large infrastructure hosting environments.
• Thorough understanding of how separate infrastructure components work together to provide reliable and secure hosting environment.
• Knowledgeable of network and security technologies a must.
• Experience with connecting two complex networks together utilizing patterns such as DMS.
• Demonstrated high level proficiency in the networking field and thorough technical knowledge and experience managing the following:
• Distributed information systems and technologies.
• Tiered application infrastructure operating in an enterprise environment.
• Cloud and Data Center network operations.
• Have proficiency in WAN, VPN, DNS, Routing, Firewall, and Load Balancer technology.
• Familiarity with Product Management methodologies and techniques including:
• Managing technology offerings across their full lifecycle with dedicated teams.
• Enabling cross-functional teams to operate as flexibly as possible.
• Determining success criteria by outcomes, not simply accomplishing tasks or completing on time / within budget.
• Ensuring customer input at all stages of product lifecycle.
• Ability to think strategically.
• Perform thorough research and provide high-level technical analysis.
• Excellent interpersonal, negotiation, creativity, attention to detail, and oral and written communication skills tailored for the intended audience.
• Work collaboratively within a team environment to achieve TSD Operations’ key objectives.
• Ability to direct designated technical support staff in providing day-to-day production support.
• Ability to utilize technical skills to coordinate the resolution of issues, drive improvements and influence design decisions.
• Make decisions within established or widely accepted standards.
• Achieve assigned/planned results by decisions and actions based on professional methods, training, business principles, and practical experience.
• Familiarity with Agile methodologies and tools, such as JIRA and Confluence.
• Commitment to Information Technology Service Management (ITSM), continuous improvement and proactive problem management.
• Experience with ServiceNow or equivalent Operations Management products.
• Experience/exposure to Artificial Intelligence for IT Operations (AIOps).
• Experience/exposure to Observability Patterns to implement effective Automated Operations capabilities.
• Role requires significant interaction with senior leaders within the system and requires exceptional communication, analytical, and problem-solving skills.
  

Education

• Bachelor's Degree or equivalent experience with 6 to 9 years of relevant work experience.
• Cloud technology certification(s) preferred
• ITIL certification is preferred.
  
  

Other/Additional Requirements

• Performs work with the highest level of autonomy.
• This position is subject to extended work hours to resolve major and complex technical problems/issues (25%)
• Requires always carrying a work cellphone.
• Occasional travel including overnight stays may be necessary.
  
  

About Delphi-US

Delphi-US is a national recruiting firm based in Newport, Rhode Island. We specialize in IT, Engineering and Professional Staffing services for organizations across the United States of America.? Our mission is simple: We are Peacemakers in the Talent War. Delphi attracts our nation’s best and brightest Technical & Professional Talent and position our nation’s finest employers to further their competitive advantages.? We accomplish this with a proprietary skill-based and cultural matching process that results in higher qualified submissions, hiring with purpose, and employer/employee mutual success. You’ll find our team is supremely experienced, friendly, professional and ready to advocate on your behalf.? Armed with best in class talent, Delphi has an indelible understanding of employer expectations and we deliver lasting results.