IT Manager IV- Service Delivery Executive

IT Manager IV- Service Delivery Executive (Job Number: 1303059)

Description
The job holder manages a large sized group of information technology professionals. This includes all aspects of human resources such as hiring, firing, career development, performance objectives and performance reviews. S/he must maintain sufficient technical awareness to effectively manage the IT professionals for which s/he is responsible. S/he will influence the success of projects within his/her domain by providing needed resources and/or recommending alternatives. S/he will oversee key strategic projects and/or projects that cross areas of responsibility. S/he has an in-depth understanding of the clients' needs and provides guidance on strategic direction and ensures that the group's efforts are directed towards meeting the objectives of the client. S/he is responsible for managing the operating plan and expenses for this group.

Service Delivery Executive Role:
Serve as senior advocate for the business into technology.
Meet regularly with business executive management to share updates on pervasive issues and upcoming events.
Work with Service Delivery Manager on changes in strategy that impact existing service levels.
Serve as an escalation point for significant issues, critical operational impacts, ongoing service impacts.
Understand and communicate business strategies to IT.
Understand and communicate IT strategies to the business.
Partner with Application Development and Infrastructure on service delivery strategies to support business priorities.
Work with SDM and IT teams on infrastructure assessments:
- Conduct a pending billable analysis
- Maximizing usage of current assets
- Right-sizing the environment
- Managing server growth
- Use standard platform & Cloud
- Leveraging appropriate storage tier
- Focus reduction on both non-peak and peak utilization

Service Delivery Executive Performance Metrics
Metric Definitions:
Reduction in Pending Billable environments
Increased virtualization usage
Increased usage of lower tier of storage
Reduction in AIX AND Solaris environments
Increased adoption of Cloud technology
Overall BAU infrastructure cost reduction for LOB
Process enhancements to support the cost savings objectives

Metric 1 - SDE must obtain a list of all pending billable environments and ensure that app dev promotes to production or returns to another app dev team to repurpose. There must a 25% reduction in pending billable environments by quarter. SDE to develop a manageable life cycle to ensure proper usage of environments. Work with BSOL and Deployment to ensure timing of deployment aligns with project dates.
Metric 2 - Reduce and/or eliminate physical environments. Use appropriately sized VM instances. Show 10% savings by quarter.
Metric 3 - SDE must determine where Gold tier storage resides and assemble a plan to show where lowering to Silver tier makes sense.
Metric 4 - SDE must show a 15% reduction on the AIX environment by end of 2013.
Metric 5 - Add 2-3 apps to the Cloud by end of 2013.
Metric 6 - Identify 3-5 highly utilized infrastructure environments and devise efforts to streamline usage.
Metric 7 - Develop 3-5 repeatable cost savings processes.

Qualifications

Minimum 15 years experience required. Must have in-depth knowledge of the company's total computing environment including major roles, interdependencies, and organizational responsibilities. S/he will have an understanding of the subject matter for which their group is responsible. S/he must be comfortable interacting with team members, Senior IT Management, and Senior Business Management and skilled in delegation. S/he must be adept at building and motivating technical teams and possess ability to build strategic relationships and influence people at all levels of the organization. S/he must be able to track multiple strategic projects simultaneously. B.S. or B.A. or equivalent work experience required; advanced degree or certification beneficial.

Primary Location: United States-USA-NY-New York
Other Locations: United States-USA-PA-Pittsburgh
Internal Jobcode: 05238
Job: Information Technology
Organization: Global Info Tech Division-HR06005