HEAD OF MANAGED SERVICE TEAM (MST)

Head of MST will lead the business and support operations of the IT Outsourcing & Managed Services Portfolio for Privasia. This role will be instrumental in improving and expending the business and drive growth. This person will have historic hands-on experience with technology and systems and have progressed into a strong business manager.

RESPONSIBILITIES:

• Oversee IT Outsourcing & Managed Services accounts and other Infrastructure offerings to insure world-class customer service for the managed service provider business.

• Provides strategic leadership, oversight and management for IT professionals.

• Recruit, mentor and build an effective network organization in support of the business.

• Sets strategic and tactical priorities that align with business objectives.

• Responsible for support of a high-performance global network and related services.

• Ensure that meaningful metrics related to established SLAs, availability, capacity and performance are captured, validated and reported.

• Develop plans and strategies to improve performance, reliability and operational cost-effectiveness.

• Administer staff performance management and career development activities.

• Participates in monthly, quarterly and annual forecast/budgets and financial reporting.

• Demonstrates integrity without compromise. Respect, commitment to excellence, collaboration, and agility.

• Set tactical goals and initiatives for current Infrastructure teams

• Identify technologies that can be used to improve customer service levels

• Develop costing models for managed service offerings

• Develop and maintain a team through coaching and performance management

REQUIRED SKILLS:

• Strong organizational and team leadership skills.

• Ability to motivate teams to meet tight deadlines.

• Advocate for proven standardized processes and methodologies

• Displays enthusiasm, energy, and quality focus.

• Demonstrated ability to collaborate on enterprise-wide initiatives

• The ability to work under a heavy workload in a time critical environment

• Effective written and oral communication skills

• Requires advanced analytical and problem-solving skills.

• Experience planning support for a multi-discipline operation

• Strong experience in developing staff and implementing effective performance management mechanisms

• Experience managing budget, cost and pricing of support services

• ITIL Certified or experience other ITSM systems

• Experience with ISO, CISM and/or Cloud would be beneficial

• Solid understanding of security best practices

• Experience with monitoring and metrics of a global infrastructure

• Historic experience with the following technical areas would be beneficial:

o Windows and Linux Server

o Windows desktop o Infrastructures including networks, storage, data centers and information security

o Large scale monitoring systems

o Virtualization