Manager, Services Delivery Stratus Technologies

Description

Stratus - Uptime. All the time.

People count on Stratus when their important computer applications need to be up and running all the time. For organizations and their customers that depend on uptime, Stratus is the proven provider that helps protect lives, money and reputations. By integrating around-the-clock monitoring services with resilient technologies, Stratus delivers "uptime assurance." Long-time customers include credit-card and ATM networks, hospitals, manufacturing and utilities companies, securities and brokerage firms, 9-1-1 emergency call centers and similar mission-critical operations where the potential harm from service failure is very high. For many computer users today, high-value functions also include e-mail, manufacturing data collection and customer-facing Internet services - just about any application that, if unavailable, interrupts the flow of business.

Job Summary:

The Manager, Services Delivery (SDM), is responsible for managing a highly-focused 24x7 team of Global Support Engineers (GSEs) handling all aspects of technical service delivery for our client?s mission critical application environments. The SDM leads the GSE team in the day-to-day proactive and reactive administration and operational support for the server and application environments with the objective of 100% business availability. The GSE team designs and implements best practice methodologies for change management and ongoing operations, and designs and implements proactive monitoring, problem resolution and corrective action procedures. The SDM plans a key role in the leadership of Stratus?s managed services organization, managing and developing its technical people, updating its infrastructure and monitoring and continuously improving its operational and business processes. The position requires excellent relationships with our client and with peer managers and leaders within Stratus. The SDM is a confident and seasoned professional who is innovative, self-sufficient, self-managing and self-directed, as well as ?calm under fire.?

Responsibilities:

Manage all aspects of the day-to-day technical activities of the managed services engineers, ensuring all project tasks are handled and driven to closure within contract and operations guidelines and with the highest quality.
Ensure that all escapes are driven to rapid resolution with full root cause analysis performed.
Manage all personnel activities/issues.
Define, implement and monitor metrics in order to effectively manage the business.
Ensure continuous improvement in processes, in infrastructure and in staff skills and capabilities.
Manage to the budget.

Qualifications:

10+ years of relevant experience in a high-technology environment.
3+ years proven experience managing and developing technical staff at all skill levels.
Excellent personal organization skills and proven ability to multi-task.
Excellent written and verbal communication skills as related to all customer/partner environments, both internal and external.
Proven ability to develop and maintain positive and productive relationships with internal partners and with external clients.
Experience with, and sensitivity to, the complexities of working across varying geographies and cultures.
Clear understanding of the meaning and consequences of ?the client? and ?the business.?
Excellence in Microsoft Office tools.
BS technical degree or equivalent desired.
Prior experience in a managed services environment is a strong positive.

Location:	Phoenix, AZ United States