Manager IT Technical Solutions Delivery

The IT Manager is accountable for leading the assigned team or functional area, processes, or discipline. They will be responsible for planning, delivery, daily operations, and support of IT services and solutions using the internal team and external shared services partners, within their area. The IT manager will do so, according to our organization's standards and policies, while providing advice and training on technical aspects of technical architecture, systems, and solutions. They are also responsible for negotiating service level agreements, performance, quality metrics, and ensuring contractual obligations are met, and resolving vendor problems related to quality, performance, and service level agreements. Additionally, the role is responsible for providing a high level of customer service within IT to ensure exceptional customer satisfaction, quality design, timely and efficient workflow, customer contact initiatives, accountability (scorecard) models, administering policies and procedures applicable to quality, and efficient and profitable operations.

• Establishes customer communication, managing customer concerns, providing timely updates, identification of critical path tasks, needed roles, and resources, and expected delivery date(s) for an area of accountability (QA, Help Desk, NetOps, Field Services, etc
• Collaborates on delivery of IT Services with other IT functional areas responsible for customer satisfaction, intending to provide unified, professional customer service to the company
• Assists in determining fiscal requirements and prepares budgetary recommendations to support their area of responsibility; compile and analyze operational data to direct and make recommendations to improve standards and efficiency and show positive business results
• For their assigned area, owns system technical architecture, including solutions delivery, operations, and support
• Manages, leads, and motivates a team to deliver results by communicating company goals and deadlines; engaging and developing teammates through effective performance management, and coaching and training
• Implements continuous improvement methods
• Ensures adequate product, solutions testing before implementation, devising improvements to current processes and procedures, and developsmodels of possible future configurations

• 5+ years IT leadership experience within a specific technology discipline
• Strong breadth of knowledge in modern software or infrastructure technologies
• Project management and team management skills e.g. planning, budgetary control, people management, etc.
• Up-to-date knowledge of methodologies and trends in both business and IT, with preferred experience with Agile methodologies
• Knowledge and experience managing all aspects of application software and services in the Microsoft suite of products, and the dominant cloud platforms (especially Azure)
• Ability to handle pressure and deadline-oriented project demands, as well as manage multiple initiatives
• Strong experience managing change in an organization with a passion to lead successful team efforts and projects
• Abilityto energize the appropriate teams in the organization
• Excellent written and verbal communication skills, interpersonal and collaborative skills, and the ability to communicate technical concepts to technical and non-technical audiences at various hierarchical levels
• Must be a critical thinker, with strong problem-solving skills
• Must have a "value" mindset with strong business and financial acumen, possess strong advisory skills, and demonstrate ownership of the function(s), strategy and objectives assigned

• Bachelor's degree (4 years)
• Degree in a technology-related field, or equivalent work or education-related experience

• Knowledge acquired through 5 to up to 7 years of work experience
• Certifications recommended for technical manager disciplines (MTA, PMP, MCSE,MSCD, CCNP,CCNA)

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