The mission for this full-time, hands-on management position will be to support the fulfillment of the company vision for prompt and professional client services through motivation and leadership. This Program / Project Manager will be responsible for overseeing the day-to-day implementation and operations aspects of the client relationship, as well as the achievement of Service Level Agreements (SLA). This is a management opportunity with responsibility within the Service Delivery Management organization. Activities include providing contract management oversight for Data Center, Infrastructure, KPI reporting, staff augmentation process, ITIL function, vendor scorecards, contract changes, tactical vendor relationship management and other operational activities as required.
Through close partnerships with the line managers within the Applications and Infrastructure Services organization, this Manager will understand and address any service gaps, issues, or opportunities with our Data Center vendors and work to closely manage them to closure. They will also partner with Program Executive representing IT / CS in overseeing development and management of SOWs, Contract Change Management, and Standardized Rate Cards.
Experience: 3-5 years of IT management and/or operating experience at the management level
Bachelor's Degree / technical certification in Computer Science or related field
Must have prior Data Center staff management experience, preferably managing off-shore resources.
Advanced contract knowledge is preferredNECESSARY SKILLS/ATTRIBUTES:Ability to effectively communicate with internal and external personnel, both verbally and in writing
Strong organizational, team building, and leadership skills
Ability to effectively manage multiple programs or projects simultaneously
Thorough understanding of the dynamics of an outsourced environment
Ability to operate a computer with strong proficiencyPHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS:Frequent standing or moving throughout the facility
Occasional reaching, bending, stooping, kneeling, or crouching
Typical office working conditions-- this is an ONSITE position
50%+ of time spent operating a PC or on the phone
Some travel may be required
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