Remote Senior Service Delivery Manager, IT Initiatives & Operations
at Granicus

Summary

Join our team as a Senior Service Delivery Manager and oversee IT operations across a hybrid cloud environment. Manage hardware, software, and network changes, lead efforts to improve reliability and security of IT systems, and contribute to the calendar of regularly scheduled IT tasks and processes.

Responsibilities

• Manage and oversee the IT infrastructure, including technology operations and implementation of IT systems and policies
• Direct the planning, prioritization, implementation, deployment and evaluation of enterprise IT initiatives, in conjunction with supervisor
• Lead efforts to identify opportunities to improve the reliability and security of IT systems, increase efficiencies, evaluate and review opportunities, perform cost-benefit analyses, and conduct audits
• Contribute to the calendar of regularly scheduled IT tasks and processes
• Analyze trends to identify potential training needs, policy updates and other corrective measures
• Develop and deliver ongoing end user training opportunities
• Collaborate with third parties/vendors to form business partnerships, align efforts to reach desired goals, and ensure products and services meet business needs
• Guide teams on the implementation and support of IT initiatives and systems
• Collect recommendations and proposals from technology partners to identify benefits, risks and desired outcomes. Recommend action plans and obtain sponsorship from leadership
• Develop deep understanding of applications and services
• Build strong relationships across all stakeholder groups and align IT Operations strategy to best meet their needs
• Partner with Engineering managers to develop appropriate support model to most effectively leverage resources across teams
• Establish runbooks for all applications with associated escalation procedures to reduce MTTRs
• Develop onboarding / production readiness processes and dashboards using best of breed tools to support all stakeholders needs
• Evaluate and optimize current monitoring and performance management tools
• Participate in development standups to understand product release risks and impact
• Own Major Incident Management process- driving rapid resolution and efficient follow-up on root causes
• Lead RCA process for continual process improvement by identifying problems and delegating ownership of follow-up
• Drive Leadership reporting and prioritization of remediation objectives
• Continually drive automation to increase efficiency
• Perform on-call duties as needed to support technology services to business
• Communicate in written and verbal forms to all levels of the organization on service issues and plans
• Interface with network operations center staff for deployment/maintenance of servers, storage, and networking equipment
• Assist in managing custom software releases and deployment via DevSecOps methodology
• Responsible for deploying and maintaining a highly-available production environment with aggressive uptime goals
• Manage operating system patch deployment, database patch deployment
• Provide weekly and monthly reports to stakeholders