IT Operations & Service Delivery Manager

Position Summary:

Joining the WIN team as an IT Operations & Service Delivery Manager is an integral role within the WIN ITS Department, and as such, all ideas, input and constructive recommendations will be highly valued.  The IT Operations & Service Delivery Manager will oversee team members, facilitate meetings, and ensure that company products and services satisfy customers. This position will exhibit strong communication skills to both motivate and encourage team members as well as use strong interpersonal skills to build lasting relationships with customers. 

Primary Responsibilities:

People:

• Invest in developing personal leadership capabilities; coach and mentor Operations Team members to build leadership behaviors
• Provide clear vision and drive high engagement across the Operations team to deliver on the service strategy
• Exemplify, and guide Operations team to adopt, WIN’s Culture and values
• Guide Operations Team members to improve via team performance management, individual performance management, and career path development
• Build key partnerships within the organization to ensure successful collaboration and achievement of targeted outcomes; leverage capabilities from shared services teams to align with department processes, goals, and optimize results; partner with other business unit leaders to develop and promote services that heighten our differentiation
• Deliver on Operations accountabilities and partner with peers in client success, sales, finance, technology, and product to drive execution and increase operational impact and efficiency while meeting client and internal business commitments  
• Invest in developing personal management capabilities; coach and mentor Operations Team on best practices; develop team members through the use of thoughtful delegation, training, and team building practices
• Communicate effectively to the Operations Team, all applicable goals, policies, procedures, best practices, cultural standards, and role accountabilities to ensure and maintain understanding and alignment
• Guide Operations Team members in fulfillment of daily activities through assisting with prioritization and overcoming blockers, enforcing adherence to policies and delivery standards, and holding them accountable for their performance
• Field and manage issues from employees, and partner when needed with leadership and human resources to ensure aligned and consistent outcomes
• Apply wise hiring, development, and termination practices to maintain balance in the effectiveness and wellbeing of the Operations Team 
• Lead, plan, and organize department staff meetings. Provide business and team updates
• Exemplify, and guide Operations Team in delivering an excellent customer experience

Process:

• Collaborate with executive leadership and peers in designing and achieving organizational objectives and key results; develop, promote, and manage to industry standard benchmarks and focused KPI’s
• Identify and mitigate operational risks; establish quality programs to ensure delivery and service excellence for client and internal business requirements
• Collaborate with leadership to identify operational improvements, associated requirements. Build business cases, capacity forecasts, plans, and budgets to support prioritization and investment
• Promote advancement of operational maturity through development, and continual improvement, of processes. Leverage industry best practice methods (e.g. ITIL), to strengthen processes and ensure compliance with industry standards
• Pursue process-driven approaches to improve efficiency, quality, and value of services delivered to clients
• Form systems that effectively utilize processes and memorialize these elements into useable runbooks and playbooks
• Configure methods and metrics that confirm processes are operating well and delivering towards targeted outcomes. Define operational metrics dashboards and scorecards for recurring executive and leadership team reporting
• Develop and administer reasonable policies and procedures for Operations Team as aligned to corporate objectives and industry best practices; adapt plans to address resource and operational challenges
• Ensure that all key processes and policies are implemented, communicated, updated, and followed

Technology:

• Continuously pursue an understanding of advancements in capabilities of existing technology and arrival of new products and services
• Collaborate in forming the business case for adoption of new capabilities and services as aligned to improving operations and producing new client-facing offerings. Lead any necessary assessments, pilots, proofs of concept, or analysis to recommend solutions to leadership
• Continually evaluate our technology environment to assess for gaps or needed adjustments to our technology stack and determine where a solution should be built, contracted, purchased, replaced, or retired
• Collaborate with peers in finance and sales engineering to define proper costing structures for technology stacks and technology-driven offerings
• Guide and ensure the maintenance, modernization, and optimization of technology elements that support client-facing services, and the tools and business systems that support operations. Manage technology improvement initiatives while maintaining operational balance and stability
• Strong working knowledge across multiple technology domains including Network, Server, Infrastructure, VDI, Desktop, Cloud, and VoIP
• Monitor capacity, license usage, support agreements, and consumption trends to ensure that we are in compliance and able to continuously deliver services with excellence
• Continuously assess the application of Cybersecurity tools to ensure they are deployed and utilized to their fullest extent
• Ensure implementation of technology is compliant with standards and adhere to good cybersecurity practices

Proficiency and expertise in the Competencies below:

• Developing Direct Reports – Encourages employees to acquire new or advanced skills and knowledge consistent with their career goals, by providing coaching, mentoring, constructive feedback as well as avenues and opportunities for new skills and knowledge to be applied
• Directing Others – Establishes clear directions; sets stretching objectives; lays out work in a well-planned and organized manner; maintains communications on work and results; brings out the best in people; is a clear communicator
• Delegation – Clearly delegates both routine and important tasks and decisions; giving decision making authority and by providing training, tools, coaching and management support needed to successfully accomplish the task; trusts people to perform; lets direct reports finish their own work
• Business Understanding – Knows how a business works. Consistently exercises sound business judgment, the results of which are frequently favorable. Able to quickly assimilate information from a variety of sources and formulate sound strategic alternatives. Effectively communicates with all functional areas within and external to the organization
• Building Effective Teams – Able to bring together a diverse group of skilled individuals to accomplish a task. Creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team

Qualifications:

Possess an AA, BA or BS in business, computer science or related field combined with (5-6) years’ experience in a technical support role and (2) years’ experience as a leader in a related field and demonstrated leadership/management skills.

Work Conditions/Equipment:

Most work performed indoors.  Physical activity consists of normal office work and occasional lifting up to 30 pounds. Utilization of basic office machines and computer equipment.  Regular travel is not anticipated, however occasional local and regional travel may be necessary to complete a job task or assignment.