IT Infrastructure Service Delivery

4 weeks ago

Jacksonville, United States VyStar Credit Union Full time

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

IT Infrastructure Service Delivery & Release Engineering Manager Accountability Statement

The Manager of Infrastructure Service Delivery & Release Engineering is responsible for analysis, planning, implementation, and monitoring of all facets of infrastructure service delivery at VyStar, including Infrastructure Demand and Capacity Management, Change and Release Management, Infrastructure Technical Project Management, and related services.

This position plans, leads, coordinates, and directs all daily operational activities of these teams and provides direction and solutions that boost member experience by ensuring the smooth delivery of top-notch services that meet or exceed stakeholder demands and superior services to the end-user.

You'll work with the Chief Technology Officer, members of the IT Senior Leadership Team, and other key technology and business decision-makers in identifying infrastructure cost optimization opportunities, ensure world-class infrastructure disaster recovery planning, and address future growth and potential for all aspects of the business. This position provides the strategy, leadership, and day-to-day management of staff of the change and release management team, capacity management team, and infrastructure technical project management, including disaster recovery and COB with ultimate responsibility ensuring that service delivery and service support processes are on track for the consistent delivery of a high level of member service in an effective and cost-efficient manner.

This role requires a mix of administrative and technical roles, project management experience, strong analytical skills, a strategic vision to transform and drive innovative solution, and a track record of delivering results. Qualified candidates will have superb leadership and interpersonal skills to build rapport with technology and business partners.

ESSENTIAL JOB FUNCTIONS

  • Works in close collaboration with VyStar IT leadership and senior colleagues, establishing and maintaining service delivery and release strategy and a path that aligns with industry-wide best practices.
  • Analyzes internal processes and creates strategies for service delivery optimization.
  • Takes accountability for service delivery performance, meeting customer expectations, and driving future demand.
  • Maintain high performance levels for service-related processes and implement improvement activities wherever necessary.
  • Takes ownership of disaster recovery, coordinates with appropriate technology teams, and establishes DR plan, execution, and communication.
  • Enables innovation and optimization of service delivery tools and drives service improvement plans to drive up service stability.
  • Creates and drives the vision, mission, and purpose for assigned teams, signing-off on the KPIs necessary to meet the needs of the business, and developing and executing strategic plans to achieve delivery.
  • Establishes and periodically reviews the processes and metrics for defining performance and ensuring it remains at optimal levels. Drives accountability through data and metrics.
  • Ensures that systems, procedures, and methodologies are in place to support outstanding service delivery and reporting.
  • Improves efficiency and level-sets coverage/resources to ensure service availability and support that meets service level agreements. Ensure vital services are optimized and always on.
  • Ensures the team is engaged in both the team and wider company strategy, goals, and purpose, through regular communication and meetings/events, driving a team communication strategy so messages are appropriately channeled, and employees are engaged positively and appropriately.
  • Builds a team culture and atmosphere that embraces change and is looking for continuous improvements.
  • Drives TCO optimization and assists CTO with other expense planning effort.
  • Manages team performance, agreeing on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation, and enabling recognition.
  • Is a thought partner and sounding board for the CTO, and other senior IT leaders, advising on company strategy, projects goals and helps in prioritizing competing demands.
  • Establishes and assists in managing operational and capital budgets to address the needs of various areas of the CTO department.
  • Builds relationships and collaborates with other department and business unit leaders regularly. Resolves outstanding issues to ensure the satisfaction of stakeholders.
  • Performs other duties as assigned.

JOB QUALIFICATIONS

  • In-depth knowledge of escalation procedures, change and release management, and other disciplines related to service delivery.
  • Excellent understanding of infrastructure and application architecture and dependencies.
  • Experience building, scaling & monitoring key performance indicators needed for highly available, optimized, and cost-effective applications and services.
  • Familiarity with SCRUM and Agile methodologies.
  • Strong leadership and team-building skills.
  • Strong negotiation skills with business and technical groups, including the ability to share knowledge, facilitate discussions, resolve conflicts, and build consensus among stakeholders.
  • Extremely accomplished in communicating to all levels of management with the presentation skills necessary to communicate and persuade a wide range of audiences.
  • Superior analytical and critical thinking skills.
  • Solid resource planning and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Superb project management and organization skills.
  • Financial services experience is highly desired.

EDUCATION AND EXPERIENCE

  • Bachelor's degree in Engineering, Computer Science, or a related discipline; equivalent experience acceptable
  • 8+ years of progressive IT leadership experience
  • ITIL certification preferred
  • Azure cloud cost optimization experience preferred

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position

VyStar Credit Union Human Resources

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