Senior Service Delivery Manager Stratus Technologies
THIS JOB HAS EXPIRED Description
Stratus - Uptime. All the time.
As the leading provider of uptime assurance technologies and service, the world?s most critical applications rely on stratus.
We deliver the world?s only proactive availability guarantee for the platforms that run the most vital functions of commerce, public safety, manufacturing, financial services and healthcare. Combining patented software and hardware technologies with thirty years of unparalleled remote monitoring and management expertise for availability, Stratus helps save lives and protect the business and reputations of companies, institutions and governments the world over. We provide simple and effective solutions to prevent failure, downtime and data loss before it happens, to ensure that our customers stay online, all the time. We guarantee it.
Reporting to and working with the Director of Solution Services, the Senior Service Delivery Manager will lead a global team of technical resources responsible for the delivery of managed services of mission critical systems to our worldwide customers. This key ?in the trenches? leadership position on Stratus? Global Managed Services team will be tasked with managing the day-to-day operations and activities of the team while developing its people resources and continuously improving its operational and business processes. The position requires a high degree of technical skills in Linux system operations, Oracle, VM, and datacenter operations along with a strong knowledge of ITIL. This individual will communicate at all levels with our clients, as well as within Stratus. The Senior Manager must be very detailed oriented as well as highly motivated, proactive and self-directed. This position is based in Phoenix, Arizona.
Manage the day-to-day delivery of managed services to our client base on a 24x7 basis with a commitment of 99.999+% business availability. Ensure services are delivered in accordance with contractual obligations and agreed upon goals and objectives of both Stratus and of our clients.
Manage all aspects of the activities of the managed services technical team, ensuring all commitments are handled and driven to closure within contractual obligations and operations guidelines and with the highest quality.
Ensure that all incidents are driven to rapid resolution with full root cause analysis performed and future avoidance activities implemented. Function as the ultimate escalation point for technical concerns.
Lead a global team of Delivery Managers, DBAs and Support Engineers in multiple geographies both directly and indirectly. Recruit, develop and manage a strong technical team.
Champion a customer-focused best-in-class offering, providing excellence in support and service to our clients.
Utilize ITIL best practices throughout our service offering.
Employ a high degree of communication with the customer as the ?face? of Stratus. Conduct frequent service reviews, gather client satisfaction input and address any concerns.
Position the technical support team and the underlying support architecture and processes for growth and expansion on a global basis. Seek to continuously improve operational and business processes. Drive delivery efficiencies and systems from a strategic planning perspective.
Manage to operational budgets, resource allocations, contractual obligations and committed timelines.
Bachelor?s degree in Computer Science or related technical field or equivalent combination of education and technical experience.
At least 10+ years of service delivery experience in a managed services environment or within datacenter operations, with at least 5+ years of experience managing a service delivery team in a business critical vertical.
Solid Linux, Oracle, VM, datacenter operations and ITIL knowledge.
Detailed oriented, highly motivated, proactive and self-directed.
Proven experience leading, coaching and developing technical staff.
Ability to assess technical situations and issues and bring the appropriate teams together to solve complex technical issues.
Excellent analytical and problem-solving skills. Demonstrated initiative and proactive sense of urgency in resolving problems and preventing recurrence. Ability to anticipate and build contingency plans.
Ability to handle stressful situations with perseverance and professionalism.
Proven ability to develop and maintain positive and productive relationships with internal partners and with external clients.
Strong business acumen and a strategic, continuous improvement-oriented perspective.
Excellent interpersonal, organizational and communication skills (written and verbal).
Proficiency in MS Office products.
||Phoenix, AZ |
THIS JOB HAS EXPIRED