Sr. IT Manager, IT Infrastructure

About the role

We are seeking a Director, Cloud + Infrastructure + Modern Workplace to lead our IT operations across the United States. This role involves overseeing infrastructure, technical operations, architecture, engineering, and IT support, ensuring compliance with US requirements while adhering to global company policies and strategic initiatives.

Responsibilities

• Strategic and tactical planning, development, evaluation, and coordination of information and technology systems and infrastructure
• Facilitating communication between staff, management, vendors, and other technology resources within the organization
• Representing the US SCS IT department as needed for client requirements
• Designing solutions and supporting RFQs
• Evaluating systems that support end-users in the productive use of computer hardware and software
• Overseeing and evaluating system security and backup procedures in coordination with the global IT and Risk teams
• Providing local and remote management of Infrastructure Operations in a manner consistent with company policies and practices
• Managing availability and responsiveness of enterprise technology to ensure compliance with requirements and overall goals of the organization are met
• Managing vendor responsible for global desk, incident, and problem management processes, with a key focus on any US topics
• Supporting purchasing department to coordinate and negotiate services with various carriers/vendors necessary for the operation of all SCS US sites and services
• Ensuring all hardware, software, and database problems are solved in a timely and efficient manner, including overseeing disaster recovery operations and involved personnel
• Preparing and managing the organization to Key Performance Indicators to assure consistent and accurate support
• Developing strategic plans and implementing objectives of the information technology needs of the solution group to ensure the computer capabilities are responsive to the needs of the solution group's growth and objectives in alignment with all global initiatives and goals
• Ensuring the security of the information systems, domains, and equipment
• Establishing and implementing short- and long-range departmental goals, objectives, policies, and operating procedures
• Serving on planning and policy-making committees

Qualifications

• Experience in strategic planning and execution
• Knowledge of change management
• Knowledge of information technology computer systems and software and the ability to manage the entire spectrum of information technology operations
• Experience with implementation of information technology integrations in a medium division/company
• Professional written and verbal communication and interpersonal skills
• Ability to motivate teams to produce quality materials within tight timeframes and simultaneously manage several projects
• Ability to participate in and facilitate group meetings
• Bachelor's Degree in information technology or computer science or ten years of experience in a senior-level information technology position
• Willingness to work a flexible schedule and travel as required
• Minimum of 10 years of experience with increasing responsibilities for management and support of information technology systems and infrastructure within a multi-location environment
• Exposure to both shared and outsourced solutions, as well as support of in-house information and communication systems in a multi-site client-server environment
• Strong knowledge of local and wide area network design, implementation, and operation in a globally distributed contact center environment
• Hands-on experience managing an IT environment that meets ISO27001 compliance certifications
• Strategic technology planning, execution, and policy development
• Solid understanding of computer systems characteristics, features, and integration capabilities
• Extensive knowledge of data processing, hardware platforms, enterprise software applications, and outsourced systems
• Excellent understanding of information security
• Strong management and team-building experience
• Demonstrated ability to apply technology solutions to business challenges
• In-depth knowledge of applicable laws and regulations as they relate to technology issues
• Knowledge of various office productivity software programs such as word processing, databases, spreadsheet programs, and communications software
• Effective verbal and written communications skills and effective presentation skills, all geared toward coordination and education
• Ability to negotiate and defuse conflict
• Self-motivator, independent, cooperative, flexible, creative
• Willingness to domestic and/or international travel when necessary
• Demonstrated ability to: Relate to all levels of the user community, Communicate effectively to clients, Be a team player that motivates and educates other team members, Work effectively and efficiently within international teams, Plan, implement and support systems in a complex environment, Set and manage priorities, Comprehend complex, technical subjects, Translate technical language to general audiences, Link and apply complex technologies to business strategies
• Requires the ability to work long hours and endure stressful conditions
• Ability to be extremely flexible