We have an amazing opportunity for a Manager, IT Operations (GBS Infrastructure Portfolio Management) within our Global Business Services division.
The Manager, IT Operations (GBS Infrastructure Portfolio Management) is closely aligned with corresponding IPM leadership for the portfolio management of LR in a "two in a box" leadership model.
In this role, the Manager, IT Operations (GBS Infrastructure Portfolio Management) will be required to have proficiency in providing high quality services and products towards our LR division.
Essential Duties and Responsibilities:
Provide leadership, vision and direction to the IT Operations, GBS Infrastructure Portfolio Management and GBS organizations to ensure they will contribute to the company achieving its goals.
Work with IPM leadership, BRM's and Product owners to develop a clear Service management model in the context of the business & IT strategy and initiatives of the respective division.
Provides Service management advisory as part of IT Operations in Infrastructure Portfolio Management Systems on an as needed basis.
Lead in incident resolution for IPM supported Applications/Products & Platforms.
Manage a small group, developing their skills and capabilities to meet the needs of the organization, as well as build on existing recruiting capabilities to address new needs and skills gaps.
Support GBS in creating and implementing a strategy for the Global IT Services.
Support the senior leadership for the Infrastructure Portfolio Management mission and strategies for the Global IT organization.
Provides the description, mission statement, process objectives and metrics to measure success.
Communicates objectives and concepts internally and externally.
Ensures that the various Infrastructure Portfolio Management roles across IT technical domains and teams have adequate resources to execute in a way that conforms with best practices and meets the needs of the organization.
Arbitrates disputes over the allocation of responsibilities.
Champions awareness and acceptance of the Infrastructure Portfolio Management processes among IT senior management.
Obtains business and IT senior management support for the Infrastructure Portfolio Management processes and its associated procedures.
Liaises with other process owners to establish integration and collaboration (such as incident, problem, change, request, problem, configuration and release management, etc.
).
Performs high-level monitoring and review of critical success factors (CSFs) and key performance indicators (KPIs) that are specific to the execution of the service management processes.
Develops continuous improvement measurements for the Infrastructure Portfolio Management processes, including CSFs, KPIs and associated metrics.
Build partnerships and liaising with other IT team leaders to determine training requirements the delivery of the training to appropriate teams.
Job Qualifications:
Education/Certifications:
Bachelor's Degree in Computer Science/MIS or work equivalent experience required
Preferred certifications: ITIL & either an AWS and Azure certifications
Minimum Qualifications:
Experience: Minimum 10 years broad Information Technology experience & 3 years of management or leadership experience.
Proven ability to build and manage relationships in a matrixed environment.
Strong organizational skills: ability to manage multiple projects with competing demands for resources.
Proven experience in modernizing production environments to deliver higher resilience, availability, and disaster recovery capabilities.
Proficiency in process formulation and communication.
Ability to lead and motivate.
Strong analytical and business management skills
Proficiency in working in a fast-paced, complex, dynamic and multicultural business environment.
Proven ability to build relationships and influence individuals at all levels of the organization.
In-depth knowledge of system management processes, leadership and interpersonal skills and experience.
Excellent verbal and written communication skills and experience.
Demonstrated experience in mentoring, training, coaching, performance feedback, regular evaluation.
Demonstrated analytical and problem-solving skills.
Strong understanding of ITIL and ITSM Processes.
Strong understanding of traditional and Cloud operational processes.
Demonstrated experience in working with various geographically diverse associates and vendor partners.
Demonstrated budget management, tracking and forecasting skills and experience.
Demonstrated on-time and on-budget system delivery skills and experience.
Strong knowledge of organization policies and procedures.
Travel requirements: Occasional domestic or international travel up to 33%.
LI-Hybrid