Senior IT Manager - Enterprise Operations

- Develops strategy, service levels, key performance indicators (KPIs), and associated metrics; tracks targets to ensure compliance and takes necessary action when needed. - Utilizes vendor relationships and industry trends to enhance service offerings and improve operational efficiencies. - Ensures the availability of IT services and infrastructure to deliver reliable services to business clients. - Leads or participates in initiatives and committees to shape standards, practices, and policies. - Creates departmental plans that reflect business, production, and organizational priorities. - Oversees the delivery of appropriate technology services, ensuring customer expectations are met and risks are managed effectively. - Acts as a strategic partner to develop and maintain strong relationships with customers. - Manages budget, fees, penalties, and expense tracking processes defined in contracts. - Collaborates with the vendors leadership to implement Site Reliability Engineering (SRE) services for operational efficiencies, identifying outcomes achieved. - Works with vendor leadership to execute Event, Incident, Problem, and Change Management processes, providing feedback for continuous improvement. - Coaches, guides, and supports staff and direct reports; engages in management activities including hiring, terminations, promotions, and training. - Addresses escalations, problems, and disputes with the managed service vendor, providing conflict resolution and negotiation as necessary. - Takes part in regular governance meetings with the vendor to review progress, metrics, and potential new opportunities. - Provides strategic direction for future growth and service expansion with vendors.