IT Service Manager

About Web is currently seeking qualified candidates for an IT Service Manager in Washington, DC.

PURPOSE:  Manager is responsible for overseeing and directing IT service management and support activities related to service provider contracts, data center operations, systems support, and technical contract performance, including budget management, incident management and Service Level Requirements (SLR) support.  Manager will be responsible for a computing environment consisting of multiple infrastructure solutions.  Manager will supervise associates, data center support service providers responsible for installation, administration, tuning, backup, recovery, and problem resolution related to the infrastructure and systems.  Services and support management includes responsibility for service provider and internal support related to Storage Management and Replication, Distributed Services (UNIX administration, WebSphere), MQ Administration, Mainframe support, as they relate to the contracts.  This position reports directly to the Director of IT Technical Services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  Under the general direction of the Director, IT Technical Services and the Associate Vice President of Infrastructure and Technical Services, responsibilities include, but are not limited to:

Develop and manage working relationships with data center services provider(s), contingency recovery services provider(s) as well as the Director's Office in support of the National Program to ensure the viability of the National Program technical environment for over 2.5 million subscribers and 5 million members worldwide.
Communicates with Directors and other corporate management to plan and implement Division Strategic Objectives. The manager also communicates with other IT and client personnel as well as vendors, consultants, auditors, the Director’s Office, and the Office of Personnel Management (OPM) to coordinate and implement system projects and enhancements.  Attends management sessions to ensure that the team’s operation and long-range goals are coordinated within the larger framework of department, divisional and corporate initiatives and strategy.
Evaluates performance of each team member, generates development plans, and sets goals within the context of corporate policy and operational requirements.  Must also motivate, coach, counsel, and develop team members within the context of the corporate policies and manage the team’s budget.  Ensures that staff has appropriate tools and training.

Identifies and manages corporate assets and  technical resource needs by defining requirements aligned with strategic direction and coordinates with procurement to obtain infrastructure, technical services and vendors to support those needs.  Ensure resources are utilized appropriately to meet the Division’s day to day and strategic objectives.  Assigns responsibility and authority to appropriate staff within the team.  Reviews staffing requirements within the team to ensure that each is consistent and adequate to meet department goals.
Creates and manages departmental budget.  Provides budget forecasts and status reports as required.  Manages, negotiates, and maintains vendor contracts for software and hardware purchases and services for the data center in conjunction with data center/shared services provider(s).
Researches technical and theoretical developments in the field to ensure that customers are receiving the most effective support to meet their business objectives.  Approve/Manage subcontracting and vendor evaluation studies pertaining to the IT organization, infrastructure and architecture.
This position is also subject to being “on call” for emergencies requiring immediate resolution. Travel between all locations may be required.

Also responsible for resource planning, budget planning and management, strategy development and implementation, status reporting, and customer/vendor relations.

Required:  This position requires a bachelor’s degree and a minimum of 8 years of experience in IT Operations or Systems Support, or total equivalent work experience.  Proven ability to organize and manage multiple infrastructure projects and to deliver on time and on budget.  Demonstrated success in management and leadership.  Prior experience with technologies and systems related to the department’s core activities that include, but are not limited to, MQSeries, WebSphere Application Server, UNIX/AIX, Data Storage, DB2, J2EE, Mainframe Operations, Networking, LUW DB2, IBM Smart Analytics, Data Replication, Disaster Recovery, Systems Monitoring Incident Management, and Service Level Performance.

Abilities/Skills: Proven ability to deliver results within tight deadlines and within budget.  Ability to teach, develop, and motivate others. Excellent analytical and problem-solving skills.  Excellent written and verbal communication skills.  Excellent interpersonal skills, including the ability to negotiate and manage customer relationships and expectations.

Preferred: Prior experience and success implementing and maintaining mainframe and distributed infrastructure, operating systems and operations management, and storage management.  Experience developing and supporting operational Service Levels and metrics of benefit to internal and external customers.  Experience with best industry practices for operations management (including systems management, resource estimating, tracking, metrics, and gap analyses).  Health insurance knowledge.  Broad knowledge of organization and operations.