Service Operations Manager

Service Operations Manager

Requirements

• Previous experience with hybrid-cloud operations.
• Experience Leading Intermediate to Large Teams (20-50+).
• Strong communication and collaboration skills, dealing with complex architectures, customers, and competing priorities.
• Experience driving performance of remote teams, identifying key performers, and mentoring staff.
• Ability to maintain a Product Family: Maintaining, prioritizing, and grooming a Product Backlog, Resource loading, and Roadmapping.
• Ability to manage conflict effectively.
• Ability to adapt and be productive in a dynamic environment.
• Strong communication and collaboration skills supporting multiple stakeholders and business operations.
• Expertise in understanding and mitigating risks to business operations.
• Program schedule, cost, scope, and performance knowledge.
• Agile-based knowledge and skill.
• BA/BS or equivalent experience and 8+ years of prior relevant experience or Masters with 6+ years of prior relevant experience. Experience may be substituted in lieu of degree.
• Generally has 4+ years of experience supervising or leading operations teams.

Responsibilities

• Build and maintain the Service Operations Product Family, consisting of 3 subordinate Teams: T2 Managed Service Delivery, T2 Mainframe Delivery, and Customer Engagement Services.
• Product ownership includes managing and grooming a backlog of product/service enhancements, refinements, and optimizations.
• Manage and Lead a team of experienced, independent professionals and Leaders (Team of 50+).
• Become a subject matter expert with CMS Hybrid Cloud and CMS Enterprise Shared Service offerings.
• Develop strong relationships and partnerships with the CMS IUSG Community, our Primary Customer.
• Develop strong relationships and partnerships with the other CMS Hybrid Cloud Product Teams.
• Serve as an Escalation Point for the CMS Hosting Coordinator Team Lead, T2 Managed Service Delivery, T2 Mainframe Delivery, and Customer Engagement Services Teams.
• Mentor, Develop, and provide Guidance for the Service Operations Teams and associated Leaders.
• Setting team priorities, strategic vision, maintain quality and product roadmaps.
• Conduct personnel performance reviews, review and sign timecards, and oversee Operation area leads.
• Establish organization policies, standards, and operating procedures.
• Create effective, deliverable technical proposal solutions/content that conform to requirements, win strategy, and corporate strategy.
• Foster and ensure a collaborative, service oriented, revenue driven environment.
• Ensure assets are properly maintained in CMDB via automation.
• Provide Tier 2 support for all incidents and ensure resolution within established SLAs.
• Provide escalation for team leads during Severity 1 incidents.
• Monitor Service requests and Change requests to ensure accurate completion of work by teams on schedule.
• Provide feedback to Engineering teams on new capabilities, service improvements, and efficiencies needed by the operations team.

Preferred Qualifications

• Project Management Professional (PMP) certification.
• ITIL certification.