Sr. Manager, Infrastructure Services

JOB OVERVIEW

Under the direction of the Director of IT Infrastructure Services, the Senior Manager of IT Infrastructure Services is responsible for overseeing the design, implementation, and maintenance of the company's IT infrastructure. This role involves managing a team of IT professionals, ensuring the security and efficiency of the IT systems, and aligning the IT infrastructure with the GIA strategic goals. The Sr. Manager of IT Infrastructure Services is responsible for the effective and efficient operation of all third-party and internally managed IT infrastructure and application services used to support all business processes across the enterprise.

Additionally, this role will present solid technical infrastructure and end-user computing experience with excellent process development skills, strong project management acumen, exceptional vendor management skills, plus a superior, service-oriented approach to enterprise operations.

This role will also lead service delivery management and systems reliability and scalability including reporting, configuration build, testing, planning, and deployment of solutions. Will manage all aspects of deployment and technical operations including technical project resources (partners/subcontractors or staff), scheduling, risk management, internal and external communications and status reporting. Working closely with GIA’s Information Security and other IT teams to implement, monitor and maintain information security policies, strategies, procedures and settings within the supported environment. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Leadership and Coordination

Manage the IT infrastructure services team; setting goals, prioritizing projects, communicating with stakeholders and overseeing budgets.Lead, mentor, and manage a team of IT professionals, including hiring, training, performance evaluations, and professional development.Coordinate with the remote teams globally to align resources and deliverables for shared goals and projects.Liaison between the Engineering and IT teams in order to procure, provision and maintain physical and virtual infrastructure.Manage and direct operational support for infrastructure services.Works with IT leadership, top Management and business leaders and decision-makers to define and implement a strategic plan for the portfolio of all IT infrastructure, integration tools and technologies.Establish daily, weekly and monthly operational KPI’s to manage and improve all IT operational activities.In partnership with the Director IT Infrastructure Services, provide overall direction, guidance and definition of the Institute’s infrastructure, enterprise architecture and technology portfolios.Participate in the IT budget and strategy deployment process.Foster a collaborative and innovative team environment.Demonstrated ability to lead and inspire a team, fostering a culture of innovation and continuous improvement.

Enterprise Infrastructure Ownership

Ensure the availability, performance, and security of the IT infrastructure.Develop and implement policies and procedures for IT operations, including disaster recovery and data backup plans.Manage and drive Infrastructure Services alignment to Information Security standards, guidelines, and policies.Enable a highly scalable, fault-tolerant computer platform for GIA's industry-focused business.Establish an infrastructure operations organization and related best practices to ensure optimal performance and achievement of customer SLA's.Maintain knowledge of industry-wide IT infrastructure/architecture standards and practices.Ensure departmental alignment to infrastructure/architectural standards and strategy. Bring an infrastructure and integration perspective to all IT initiatives and ensure that all program and project activities adhere to IT architectural standards and practices.Must possess a thorough understanding & experience working on the following service management processes: Incident Management, Problem Management, Change Management, Knowledge Management, Request Management, Service Catalog, Asset Management & CMDB.

Project Support

Lead project planning and deployment for IT and cloud infrastructure projects in support of annual operating plan & new initiatives.Will work with internal and external partners to communicate project status, activities and achievements.Participate as a sponsor and/or team member on authorized projects.Other duties as assigned.

Infrastructure Policies and Standards

Lead the development, publication and communication of infrastructure-related policies and standards.Participate actively and assume a leadership role where appropriate in architecture working groups and in support of the IT strategic plan.

Strategic Vendor Management

Develop and implement a supplier management process to build and maintain a strategic vendor portfolio, including vendors of hardware and software, both on premises, offshore and Cloud/SaaS/IaaS offerings.

TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)

Experience in supporting Infrastructure Services On Prem & in a public cloud based environment (AWS, MS Azure, Co-Lo & multi-cloud environments.)Experience in driving ITIL process adoptionKnowledge and experience with IT infrastructure components including the following: HCI – Nutanix, Virtualization – VMWare, VDI, Hyper-V, etc.Networks: WAN/LAN/Internet Integration, Management and MonitoringExperience with infrastructure & networks optimizationMaintains and follows disaster recovery, security, backup and restore plans.Demonstrated ability to lead infrastructure environment services i.e., Active Directory, Storage Management, Data Center PlanningKnowledge of current IT trends and industry direction including the following:Cloud/SaaS/Iaas architectureSecurity OperationsEnterprise portals (SharePoint, etc.)Demonstrated success in developing and executing IT sourcing strategy, including outsourcing IT servicesDemonstrated ability to facilitate small group and executive level discussions on architectural directionAdvanced technical knowledge of technology infrastructure and support of applications developmentAbility to communicate infrastructure and applications strategy at all levels of the organizationUnderstanding of PCI as it relates to IT development and general computer controlsAssist with all auditing requirements including SOX, NIST and other customer requests.Assist the ITSM and other teams with troubleshooting to identify root cause and provide technical support when needed.Provides subject matter expertise, advice, and guidance to deliver and support IT systems through efficient management of the company infrastructure and the delivery of projects.

Key Behaviors/Competencies

Competency

Definition

Results Orientation

Reliably meets performance targets, sets, and achieves challenging goals.Defines standards in terms of doing what is appropriate and doing it well.Continually measures the organization's performance against the best-in-class peer group and sets a vision and plan to exceed those benchmarks.Establishes financial discipline in creating and achieving budget plans.

Innovation

Improves organizational performance through the application of original thinking to existing and emerging methods, processes, products, and services.Employs sound judgment in determining how solutions are deployed to produce a return on investment.Devises unusual or radically different approaches to deliver value-added solutions.

Change Advocate

Identifies and acts on opportunities for continuous improvement.Encourages prudent risk-taking, exploration of alternative approaches, and organizational learning.Demonstrates personal commitment to change through actions and words.Mobilizes others to support change through times of stress and uncertainty.Reviews, sponsors, and approves recommendations for IT change programs that affect cross-functional key processes.Partners with other IT leaders to identify opportunities for significant technology/process enhancements.

Building Relationships

Establishes external provider/partner relationships.Maintains and forms alliances with recognized experts and decision-makers.Maintains and extends networks within, across, and external to organizational boundaries.Solicits advice, support, championship, sponsorship, and commitment that result in a smooth transition of change and the development of mutually acceptable solutions.

Influencing Others

Possesses the ability to express IT technology decisions in terms of business outcomes by communicating ideas or positions in a persuasive manner that builds support, agreement, or commitment.Takes actions that directly or indirectly influence others to create buy-in, gain trust and motivate actions in others or win concessions without damaging relationships.Deliberately uses information or concepts to implement and influence strategy for multiple audiences, in high-risk situations or in situations involving differing perspectives to reach a common goal or have a positive impact for the organization.

Risk Taking

Handles changes and uncertainties with ease and with the ability to move forward quickly.Identifies and acts upon opportunities for continuous improvement.Demonstrates a willingness to make high-risk decisions when necessary.Can act with minimal planning and to take actions in which the benefits to efficiency and effectiveness are weighed against potential risks.Has the ability to make decisions with incomplete, conflicting information and uncertain long-term consequences.

Strategic Technology Planning

Develops Infrastructure Services plans that meet the architecture/technology needs of the organization.Incorporates business priorities, strategies, goals, emerging technologies, industry trends, and economic viability.Allocates and aligns resources to meet plan objectives.Approves sponsors and spearheads the implementation of strategic initiatives, securing the support of senior management.Possess a thorough understanding & experience working on the following service management processes: Incident Management, Problem Management, Change Management, Knowledge Management, Request Management, Service Catalog, Asset Management & CMDB.

Team Leadership

Develops, directs, coaches, mentors and reinforces team members in line with the mission, vision, values, goals and performance standards of formal and informal teams.Allocates functional roles, levels of accountability and strategic assignments.Fosters an environment of collaboration and a strong customer service culture.Inspires, motivates and guides team members by fostering commitment, team spirit and trust.Sets, monitors, provides and reinforces overall team performance feedback, including performance improvement and decisions/approvals with respect to rewards, redeployment and termination.

EDUCATION AND EXPERIENCE

Bachelor’s degree in an information technology or related discipline7-10+ years of work experience in an IT environment with at least 2+ years in leadership roles.

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable)

Work is performed in a designated professional office workstation and environment.Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software.

Pay Range: $132-200K

Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.

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