AVP IT Service Operations Delivery-Network/Datacenter ...

We are seeking an AVP, IT Operations Service Delivery . This position is preferably located in the Florham Park, NJ, Purchase, NY or Charlotte, NC locations. The candidate will report to the VP Infrastructure and Operations and have responsibility for the service delivery and operations of the infrastructure function. This includes management of offshore service providers, contractors and employees responsible for the delivery of all infrastructure services. The candidate will be responsible for managing existing operational towers (DC Operations, Network Operations, DB Operations, Cloud Services), as well as building out new operational support areas for areas where an operational support tower does not exist. (e.g. Unified Communications, and Desktop Engineering)The ideal candidate will have experience in managing operational areas in multiple states of maturity. A focus on improvement of processes, documentation, and driving improvement through simplification of environments.A solid blend of process driven mindset with a strong technical background and understanding of the infrastructure/cloud services to be managed will be key for success in this role.Responsibilities include, but are not limited to, the following:Responsible for the Management of Service Providers, for quality of Service, and for contractual and financial management of the respective Service areas being managed.Responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints.Maintains high performing operational service support functions for support of operational ''Run" activities for Infrastructure and Cloud Services.Monitors, controls and supports service delivery; ensuring systems, methodologies and procedures are in place and followed.Accountable for the quality of the end-to-end service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.Drives internal and third-party service review meetings covering performance, service improvements, quality and processes.Makes recommendations for service improvement and ensures actions are followed through to completion in a timely manner.Develops and provides regular and accurate management reporting on IT Service performance.Staff Management including recruitment, mentoring, training, target setting and performance assessment.Current day to day duties include managing the following:24x7x365 Infrastructure Monitoring3 stacks (DC Ops, NW Ops, DB Ops)Offshore Tier 1 eyes on glass teamMonitoring ToolsOperations & Production SupportAlerts & Health checksTier 1 & 2 Issue TriageTier 1 & 2 TasksProper escalation to EngineeringTeam of support staffOn shore (U.S.) team leads, each of 3 stacksOff shore 8 - 10 technicians, Tier 1 & 2, for each of 3 stacksFollow the sun supportProcess and proceduresAssist in defining procedures for standard supportDevelop & maintain evergreen process for all processesWork with IT Production Manager to maintain ticketing processKnowledge Base Management (KB''s)Review all current KB''sClear out old KB''s & Update the remainderTest each KB, confirm they are accurateEnter to standard SI IT SOP formatLoad to ITSM knowledge baseDevelop master KB inventory & evergreen processLeadershipManage & Run all weekly & monthly operations meetingsCreated & Maintain operations meeting formatBuild & Maintain skills library for all staffDetermine skillsets needed & adjust staffObtain training for staff as necessary, staff must stay current on technologyCollaborate with Engineering teamsCollaborate with Global End User Support teamsReporting and Administration ManagementBecome proficient in ITSM reporting toolReview tickets daily, they must not ageOperational reporting & metricsContinue to enhance process & shift responsibilities left Desired Skills & Experience :Bachelor''s Degree or equivalent: Computer Engineering or Science10 plus years of experience in Infrastructure Operations and Service DeliveryDirect management or Team lead experienceSME in at least one of the 3 stacksExceptional Organization and Communication SkillsAble to manage a global and diverse technical team, tiers 1 - 2Critical thinking and Detail Orientation are very importantNotes - provided by Dice

Created: 2025-10-04