Head of IT Operations

2 months ago

Rock Hill, South Carolina, United States Ross Full time



GENERAL OVERVIEW:

Accountable for steering teams that deliver a comprehensive array of IT support services, encompassing computer operations, data center management, production control (batch scheduling), and hardware oversight.

This position is pivotal in ensuring the provision of stable and dependable IT services utilized throughout the organization, while persistently seeking avenues for enhancement and efficiency within those services.

A highly visible role involving interaction with IT executives and direct engagement with management across both IT and the wider organization.

The ideal candidate will possess extensive expertise, including industry best practices, in various domains of data center management, computer operations, batch job scheduling, hardware installation and maintenance, and overall data center oversight.

A proven history of balancing desired outcomes within program constraints while maintaining a pragmatic approach.

KEY RESPONSIBILITIES:

  • Oversee Data Center Operations, Computer Operations, Data Center Infrastructure, and Production Scheduling in a 24/7 mission-critical data center setting.
  • Cultivate and sustain a high-performing team of managers, engineers, and analysts by effectively managing workloads, delegating projects, and fostering development through hiring and coaching.
  • Provide leadership to ensure that services within their portfolio are executed in accordance with defined guidelines and meet established service level agreements (SLAs). Collaborate with teams to grasp requirements when introducing or modifying services.
  • Collaborate with IT and business leaders to comprehend their needs, ensuring that service delivery requirements are fulfilled.
  • Mentor and supervise direct reports, conducting goal setting and performance reviews.
  • Stay abreast of industry trends and best practices, championing the adoption of these practices across the organization.

CORE COMPETENCIES:

People Management

  • Building Effective Teams (for managers of People and/or Projects)
  • Talent Development (for managers of People)
  • Collaborative Engagement

Personal Attributes

  • Leading by Example
  • Effective Communication
  • Ensuring Accountability and Execution
  • Conflict Management

Business Acumen

  • Business Insight
  • Strategic Planning and Prioritization
  • Organizational Agility

Specific Position-Related Competencies

  • Customer Orientation
  • Negotiation and Influence
  • Navigating Ambiguity
  • Financial Literacy

REQUIRED QUALIFICATIONS AND SKILLS:

  • A bachelor's degree in information systems or a related field, or equivalent experience is preferred.
  • 10-15 years of experience in IT retail or a similar environment, demonstrating a track record of delivering IT services and support with increasing responsibilities and influence.
  • At least 8 years of direct IT management experience, showcasing the ability to lead, develop, and motivate team members.
  • Hands-on experience in data center operations, including space planning, structured cabling, and mechanical and electrical systems.
  • Extensive experience in managing vendors and IT field service providers.
  • Strong background in data center operations and production scheduling, with significant experience in batch scheduling software applications. Control-M experience is a plus.
  • Excellent written and verbal communication skills, capable of effectively engaging with executives at the VP level and above.
  • Experience managing team members across various levels of seniority and management.
  • Familiarity with managing a Disaster Recovery Program is advantageous.
  • Broad experience in overseeing critical data center infrastructure components, including electrical and HVAC systems.

PHYSICAL REQUIREMENTS/ADA:


This role necessitates the ability to function in an office environment, which includes using a computer, participating in meetings, collaborating as part of a team, and effectively communicating with colleagues and others.

Regular attendance is also a requirement of this position.
Ability to lift 25 pounds

This role requires full-time in-office presence, which includes attending in-person team interactions, meetings, collaboration, client support, mentoring, coaching, and/or providing feedback.


SUPERVISORY RESPONSIBILITIES:

Manager, Data Center Operations
Data Center Infrastructure Manager
Technical Services Analyst

DISCLAIMER:

This job description serves as a summary of the primary duties and responsibilities associated with the position. It is not intended to be an exhaustive or all-encompassing listing of duties and responsibilities. Contents are subject to change at management's discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion based on their skills, abilities, and experience.

We believe that attracting, hiring, and developing a strong, talented, and diverse workforce is essential to the Company's overall commitment.

Ross is dedicated to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (including pregnancy, childbirth, breastfeeding, and medical conditions related to these), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, and any other category protected by federal, state, or local laws.

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