The IT Operations Manager is responsible for ensuring assigned services (i.e., network, end-user, etc.) are working effectively in production per the Service Level Agreements established. Work with vendors, SIC stakeholders and other IT partners to ensure those service levels are met.
Responsible for the life cycle management of how the service is supported in production including how incidents are handled and resolved and how services are requested, approved, and provisioned. Works with other IT stakeholders and partners to influence the design of new services that directly or indirectly impact current services.
Manages the day to day operational relationship and monitors the performance of information technology vendors contracted for the delivery of outsourced services. Works closely with the information technology user groups and contracted service providers to assess internal needs and vendor performance.
Establishes and monitors service level agreements. Coordinates life cycle activities such as incident management and software/hardware upgrades and maintenance.
Performs cost and spend analysis to identify cost effective solutions for existing and future contracts. Works with IT supplier management to forecast and adjust contracts as necessary to achieve cost and SLA objectives.
This position requires a strong technical background and is involved with day-to-day activities surrounding vendor performance
Previous experience working with data center technology platforms such as Wintel, Lennox and Citrix
Understanding and working with ITIL disciplines
Experience with Vendor Management
Bachelor’s degree in Business or a related field
ITIL professional certification preferred
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