Manager – Connectivity Solutions

Job Details


Manager – Connectivity Solutions

Germantown, Tennessee        Direct Hire       March 24, 2022


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The primary responsibilities include:

  • Hold our managed service partners accountable for providing reliable, resilient, high-performing, and cost-effective processing, storage, and transmission of data among internal applications, external customers, vendors, service providers, and other business partners. This processing, storage, and delivery of near-time and real-time data is critical for our company to do business across major process areas that include Order Management, Manufacturing, Maintenance, Procurement, Distribution, Finance, and Human Resources.
  • Ensure the connectivity service meets business performance and availability requirements
  • Participate on the Technical Application Services Lead Team
  • Plan, assign and monitor projects and tasks
  • Complete performance activities and technical reviews of managed service providers
  • Prepare business benefits and financial analysis for the implementation, migration, and support of middleware technologies
  • Implement middleware products and solutions while updating system management processes
  • Determine the future role of emerging technologies identifying opportunities to reduce costs and sunset existing middleware products
  • Facilitate the adoption of a service oriented architecture enabling composite application development and reuse
  • Work with IT vendors to supply the services in scope while balancing cost and performance
  • Work with peers to achieve high levels of customer satisfaction through monitoring and management of all services that impact the business’s ability to operate; influence people, process, and technology choices to optimize our services and support model, leveraging proactive resolution of potential service interruptions.
  • Accountable for operational metrics which are monitored, collected, and reported in a timely manner.
  • Adopt methodologies to ensure that defects are identified and quality of service is uninterrupted by technology changes.
  • Establish and maintain collaborative relationships with key IT service providers to manage and optimize the services and support necessary for an effective and efficient IT organization.

Key Accountabilities

Operations and Support

  • Ensure that the Connectivity infrastructure is developed, maintained, and supported such that it meets client and application needs and effectively uses standards, policies, and procedures to ensure efficiencies of scale are realized.
  • Ensure the development, implementation, and maintenance of effective monitoring and performance systems for each Connectivity area which enable management, service providers, and clients to readily understand process performance and quality of service

Strategic Planning

  • Maintain good lines of communication within ETS/EAS to help facilitate the short-term and long-term objectives of the Connectivity environment as it relates to both the systems overall health as well as being agile enough to meet business requirements.
  • Coordinate frequent reviews of each technology roadmap with the Enterprise Architecture team to ensure adjustments in the overall IT strategy are incorporated into the annual planning cycle.

Financial Management

  • Lead / participate in IT and business case analysis to determine and recommend infrastructure and architectural application modifications, interfaces, and cost estimates for system improvements.

Leadership

  • Prepare business benefits and financial analysis for the implementation, migration, and support of middleware technologies
  • Implement middleware products and solutions while updating system management processes
  • Determine the future role of emerging technologies identifying opportunities to reduce costs and sunset existing middleware products
  • Facilitate the adoption of a service oriented architecture enabling composite application development and reuse
  • Interface with management to establish priorities, set budget requirements, review performance and align service delivery with business direction.
  • Manage assets effectively and leverage change and configuration management to keep records accurate.

Maintain strong customer relationships and meet service level expectations for supported services:

  • Communicate effectively and build solid relationships with key customers and other IT groups at appropriate leadership levels.
  • Work with team members, business partners, vendors, and other IT stakeholders to define, document, and execute appropriate service level agreements (SLA’s).
  • Assist in the continuing development of a global support model and the implementation of sustainable and repeatable processes for connectivity solutions.
  • Leverage systems management and monitoring tools to provide 24x7 support in accordance with SLA’s. Focus on process implementations/improvements for all supported platforms.

Manage vendor relationships and agreements:

  • Work with vendors to ensure service levels are met and expectations managed, while providing leadership in continually improving and maturing partnerships to provide the highest level of customer service.
  • Utilize targeted metrics for reporting vendor compliance/performance, leveraging scorecards appropriately.
  • Manage on-site vendors and their activities, utilizing them as staff augmentation for client's teams.
  • Negotiate strategic enterprise agreements for key DHS vendors (including Cisco, Dell/EMC, Microsoft, NetApp, Oracle, and VMware), working with IT stewards such as Global Sourcing, the Vendor Management Office, and IT service providers.

 Scope:

  • Day-to-day management of vendor-provided resources in North America, EMEA, Russia, and Brazil
  • Connectivity has become mission critical to this client's operations. Supply chain automation is a requirement for conducting business with our trading partners.  This position will provide connectivity for all information and application systems within a specific business or project.
  • Approximate Annual Budget of $XMM.
  • Service and Support of all IT customers (~7,000) from all locations across the globe.
  • Complex vendor management and contract negotiations.
  • Sustain quality services at 24x7x365 availability/support for client’s global operations.
Knowledge and Experience

•   College degree in Information Technology or related discipline.   
  • 5-10 years of experience in an Information Technology management role preferred.
  • Ability to develop and share strategy and vision, goals, and targets, holding vendors accountable for achieving desired business results.
  • Experience in Information Technology service delivery management and leadership preferred.
  • Adaptive to changing business needs and the ability to work in a variety of different business situations.
  • Familiarity with common ITIL processes, including Availability Management, Capacity and Performance Management, Incident Management, Problem Management, Infrastructure and Platform Management, Change Control, and Monitoring and Event Management.
  • Experience dealing within and navigating a diverse political environment for a global, multi-business organization.
  • Demonstrated excellence in written and verbal communication skills at the Technical and Management Levels
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Chad.Price


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