This role is responsible for the efficient delivery of a high–quality service experience for data management customers provided by the Enterprise Solutions department. The service experience encompasses all issues, inquiries, and service requests related to the database products and services managed by the Data Management department.
This manager is additionally responsible for delivering on project commitments by leveraging appropriate staff experience and expertise. This position is also responsible for the selection, management and ongoing professional development of high performing team members.
The manager is expected to be a vigorous client advocate and should implement and manage robust processes to ensure that issues are resolved timely and within published service levels. The manager will directly lead major incident resolution efforts coordinating resources across multiple IT&S departments.
They will have a keen understanding of how ITG products align with business operations.
MAJOR RESPONSIBILITIES AND ACCOUNTABILITIES
40% Operations Management:
·Management of administrator productivity, staffing levels and skill set mix
·Problem analysis and implementation of resolutions
·Service Level Agreement planning and adherence
·Software upgrade planning and implementation
·Management of communications related to enhancements, issues / defects, and planned outages
·Direct management of critical enterprise incidents and escalations
·Prioritization of staff work based on business unit initiatives, allocating the work appropriately for the skills and capacity of the team members, and providing oversight to ensure the quality and timeliness of this work
·Documentation and execution of opportunities for business process improvement and innovation process, including a focus on increasing and maximizing utilization of existing technology or directing the revision of existing apps to increase operating efficiency or adoption to new requirements
·Interface with other functional support groups in the planning and execution of work involving application changes
·On–call support for production systems and processes
20% Relationship Management / Product Optimization:
·Provide application business owners and product teams with a periodic analysis of application health and adoption based on metrics and user feedback
·Serve as advocate for the end user community in the prioritization of enhancements and defect corrections
·Manage the software deployment pipeline to the degree required by managed business lines
·Leverage metrics from monitoring tools and gather feedback from end users to regularly assess the health and performance of the applications supported by Data Management. The manager will work with the business owners to manage and communicate the prioritization of enhancements.
20% Staff Management and Development:
·Attract and hire high performing / high potential staff members
·Provide staff members with continuous support, encouragement and feedback. Address performance or behavioral issues quickly and in accordance with ITG policy.
·Lead, organize, and manage a team of administrators and reliability engineers (as needed) including establishing communication, activity / productivity tracking, and feedback tools that ensure execution on the team's objectives
·Ensure effectiveness of the team by developing staff as a team while recruiting and developing individual talent that possess the necessary skills and represent the company's values
·Conduct staff goals, performance assessments, and salary recommendations
20% Improvement of Internal Processes, Capabilities and Toolsets:
·Continuously analyze internal processes, procedures and workflows to identify service gaps and / or waste
·Develop and implement process improvement initiatives to improve client satisfaction and efficiency
·Explore and encourage automation that will increase productivity of the data management team
·Evaluate and recommend new technologies that have the potential to improve the service experience
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