Remote Senior Service Delivery Manager, Incident Resolution & Operations

Summary

Join Granicus as a Senior Service Delivery Manager to oversee IT operations across a hybrid cloud environment. As a hands-on manager, you'll lead teams of specialists and service providers to ensure all IT initiatives support the company's goals and objectives.

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