Senior Director of Operations

3 weeks ago

Reston, Virginia, United States SMART IT People Full time

Job Title: Senior Director of Operations

Job Summary:

SMART IT People is seeking a highly experienced Senior Director of Operations to lead our IT operations and service delivery teams. The ideal candidate will have a strong background in IT operations, service delivery, and leadership, with a proven track record of driving continuous improvement and excellence in a fast-paced environment.

Key Responsibilities:

  • Oversee all IT operations and service delivery in a 24x7 support model.
  • Lead and manage a team of high-performing individual contributors and managers.
  • Provide regular, recurring constructive feedback to managers on their performance.
  • Oversee and help manage and prioritize the workload of IT infrastructure support personnel.
  • Manage day-to-day data center operations in support of permanent client environments as well as disaster recovery shared infrastructure and test events.
  • Oversee all Incident and Problem Management activities for IT Service disruptions.
  • Empower a culture of safety, security, and compliance in all aspects of team activities.
  • Initiate and establish quality standards for the teams and manage those initiatives through to completion.
  • Analyze production operations and initiate corrective actions to ensure operational stability.
  • Manage planned and unplanned outage cycles, including notifications and updates to client end users and other stakeholders.
  • Ensure the consistency and maintainability of all IT infrastructure by creating, maintaining, and enforcing configuration baseline standards and operating procedures used by the IT support teams.
  • Work with business and client stakeholders to define IT operational objectives and requirements.
  • Participate in the collaboration and review of all design plans, IT projects, and proposals for new technology, to ensure adherence to strategy, technology standards, and enterprise operations best practices.
  • Negotiate and administer vendor, outsource, and consultant contracts and service agreements associated with IT infrastructure operations.
  • Participate on all hardware and software evaluations and ensure timely and accurate tracking of all 3rd party IT support and maintenance contracts.
  • Pro-actively manage cross-functional IT Infrastructure teams through the delivery and support of the IT Infrastructure used in support of the business & client operations.
  • Oversee the patch management for all IT equipment.
  • Support our Sales organization by reviewing technical proposals, recommending technical solutions, and meeting with prospective clients.
  • Lead the various IT operations teams in executing service delivery production onboarding tasks according to a documented schedule that meets or exceeds client expectations.
  • Represent the Service Delivery Operations function at client review meetings when appropriate.
  • Perform liaison duties between users and IT Operations personnel in the areas of Corporate IT Service Delivery.
  • Provide management oversight for the development, deployment, monitoring, maintenance, upgrade, and support of all cloud and IT infrastructure systems, including telecommunications, servers, storage, network, operating systems, hardware, software, and peripherals.
  • Create, collect, analyze, and report on key benchmark data to drive service improvements and growth of the Service Delivery Operations organization.
  • Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
  • Approve, prioritize, and oversee the execution of IT infrastructure projects and project portfolio.
  • Ensure adherence to Corporate IT Policies and Procedures, including the development of additional controls as required to ensure regulatory compliance against NIST and other standards as necessary.
  • Establish and maintain regular written and in-person communications with the organization's executives, department heads, and end users regarding pertinent IT activities.

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