POSITION OVERVIEW:
The Manager, Technical Services will be responsible for leading the day-to-day operations of a multi-functional IT department, by providing direct guidance for process improvements, standardization efforts, technology deployment, customer support and strategic and tactical implementations. They will collaborate with the CIO to establish the overall strategy and vision for data centers, systems planning, data warehousing, data processing, systems support, and analysis. The Manager coordinates, facilitates, and consults with various business units and departments on information systems and other initiatives and recommends new information systems technology within the company. They will establish and achieve SLA metrics that meet the objectives of the overall business. The Manager will ensure appropriate disaster recovery plans are in place to address natural disasters, computer malfunctions and/or security incidents that may hinder normal operations. The Manager is responsible for innovation and leadership in developing and implementing initiatives that support business unit and corporate goals and objectives. The position reports to the Chief Information Officer for Kroll.

ESSENTIAL FUNCTIONS and DESIRED RESULT:

Essential Function: Manage 24x7 Data Center. Performance of Data Center and level of service/satisfaction is measured and monitored.
Desired Result: Capacity and performance needs met through hardware, software, facilities, staffing, and provider plans in line with strategic direction. Disaster recovery/business continuity and change management plans adequate to meet SLA's.

Essential Function: Development of policies and standards aimed at minimizing costs related to acquisition, implementation and operation of IT systems across business units. This includes the management of vendor relationships and ensuring this is leveraged across business units.
Desired Result: Vendor management procedures are in place and acquisition and ongoing costs are aligned with external benchmark data

Essential Function: Manage and develop key performance indicators to assure customer satisfaction and operational performance; manage problem escalation and communication with senior management and customers where appropriate.
Desired Result: Established metrics are regularly measured and reported, and corrective action taken as needed, to meet or exceed customer expectations and stated deliverables.

Essential Function: Ensure software and hardware license compliance through documented, established process.
Desired Result: All software used for business applications is licensed and compliant with security guidelines. Only licensed, authorized software is used on company hardware.

Essential Function: Manage department staff performance
Desired Result: Coordinate gap analysis to identify training needs for department. Define requirements and ensure compliance for next level of advancement. Direct, coach, and mentor management staff in performance management skills. Build a department that optimizes senior talent, while promoting the growth of junior talent. Performance Management including collecting data on regular basis, organize and create annual reviews, provide regular coaching of individuals. Manage the timeliness of reviews for the department.

Essential Function: Provide daily operational direction and oversight in meeting committed service level agreements (SLAs). Maintain and improve operational policies and procedures
Desired Result: IT resources are aligned, focused, and meeting established service level agreements. Staff understands and follows established policies, procedures and practices. Deviations are corrected constructively and quickly.


Required Business Travel Requirements: Up to 10% business travel may be required, both domestic and international.

Additional Comments: This position is responsible for 24 x 7 operations and may be required to respond to unforeseen situations outside of normal business hours.
Qualifications
EDUCATION and EXPERIENCE:
Education
Bachelor's degree in technology-related field or equivalent work experience.

Experience
Five or more years managing IT service delivery, service support and customer service. This experience should include:
· Management of production data centers and external customer SLA support
· Demonstrated success in providing best practice process and support implementation
· Proven track record of managing teams of 10 or more people
· Demonstrated success in change management

* Extensive experience with the build out, growth, management and support of high volume Data Centers
* Fiscal responsibility, including creating and managing to a budget
* Demonstrated ability to create a vision for Technical Services focused on IT Service Management and ITIL
* Demonstrated success in defining, tracking and communicating internal and business focused metrics
* Coaching, developing and mentoring direct reports and ensure processes are in place to develop the future leaders of the IT organization


SKILLS:
· Must be able to synthesize large amounts of data/concepts effectively into understandable terms both written and oral
· Must be capable of communicating with Sr. Level Management both verbally and in written communications
· Must be adaptive with varied skill sets that can fit into a variety of project situations
· Must be quick learning and possess a high comfort-level with non-repetitive projects and new challenges
· Must be quick thinking: ability to listen, grasp concepts and engage during interactive discussions
· Should be able to work with limited supervision
· Should have strong organizational and time management skills
· Should be well rounded with an exceptional work ethic
· Should be results-oriented with an exceptional ability to be independent, motivated, and proactive
· Should be customer-focused and possess resilient interpersonal talents and poise to manage change
· Excellent communication (oral, listening, and writing) skills
· Strong problem solving, time management and organizational skills
· General knowledge of applications management processes and methodologies
· Expert knowledge of system management and process methodologies and practices

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

* Climate-controlled environment composed of offices, cubicles and conference rooms
* Ability to attend lengthy meetings which may include long periods of sitting and/or viewing



ENDING STATEMENT: Job descriptions are not intended, and should not be construed to be all inclusive lists of responsibilities, requirements, or working conditions associated with a job. While the job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties from particular jobs as it deems necessary.