Manager, Managed Services Power Systems

CDW
United States
March 21, 2023
The primary purpose of this position is to lead, develop, coach, and manage a team of technical staff providing support for clients running workloads on IBM Power Systems. Primary Duties & Responsibilities Client Support Effectively supports both internal and external clients throughout range of responsibility Provides guidance and support to reporting staff in relation to Managed Services delivery Works with US-based and globally-based coworkers Ensures compliance with customer requirements as defined in contractual language Coordinates with project management team for deployment of new client environments Sets clear goals and expectations for Managed Services service delivery, and recognizes high performance Conducts client and/or engagement onboarding meetings to review services to be delivered and ensure appropriate staffing for future workloads In concert with peers and senior management, ensure products used for delivering required services are appropriate and adjust as business needs dictate On a periodic basis, calls on major clients to discuss active opportunities and ensure success: Seeks win-win solutions Restructures work and/or reallocates resources to respond to changing dynamics within a client Works with account management team to address service delivery issues surrounding areas of responsibility Systematically reviews progress to ensure timelines are adhered to, milestones and operational SLAs are met, and value is added People Development Manages a team of technical personnel to assign resources with the appropriate skills to support requests Delegates and assigns work to match the skill level with the task Provides structured "apprentice learning" to further staff development Leads cross-functional teams Creates and maintains development plans Ensures team members participate in relevant training opportunities Provides timely and actionable feedback to team members Coaches and mentors others both formally and informally to position them for success Recruits and selects new team members based on company growth plans and/or skill needs Attracts talented professionals to Sirius Supports efforts to integrate new hires to better ensure their success Develops and maintains a good working environment for the team: Creates a positive impact on Sirius culture through demonstration of values and core competencies Supports employee engagement initiatives within Sirius Recognizes and rewards individual and team effort Supports behaviors that contribute to a constructive culture, recognizing their positive impact on business performance Creates an environment of honesty and transparency in order to foster a culture of motivation and support Leadership Prepares information for upper management regarding project and/or service delivery status and reviews any challenges: Shares client feedback with appropriate Sirius stakeholders to continuously improve our solutions and service delivery Conducts peer reviews at the client, to obtain feedback on Sirius's performance Incorporates feedback from peer reviews to recognize good performance and address performance gaps Leads and motivates staff through coaching, mentoring, and performance management practices: Promotes adherence to standard operating procedures Addresses employee concerns and issues in a timely manner to aid in employee retention Engages in difficult conversations that lead to productive results and improved working relationships Maintains high ethical and professional standards and takes appropriate action to stop unethical and/or unprofessional behavior by others to protect our personal and professional brand Leads the teams' adherence to security, compliance, ethics and human resource policies Sets clear achievable goals and put necessary metrics and milestones in place to monitor and ensure progress: Sets goals and objectives for the team to meet, which may consist of utilization, education, and skill development Review with the team to ensure they are working towards those goals Addresses issues with goal attainment if they occur Works with peer managers to ensure seamless handoff of projects and accurate information flow between different Managed Services teams Financial Management Works with Accounting and Services Operations personnel to ensure accurate resource accounting Employs a holistic view of the client and develop long-term strategic account plans utilizing Sirius tools and methods Leads the identification and qualification of client opportunities in order to expand our footprint at the client Stays informed of the client's ongoing market performance and business objectives. Applies an understanding of engagement economics and how Sirius makes money to the pricing and staffing of Managed Services engagements Conducts periodic business reviews with Sirius leadership Monitors engagement pipeline, accurately forecasting and communicating resource requirements for opportunities expected to close during the next 90 days Business Development & Growth Ensures certification requirements or goals are met for assigned teams Understands what requirements or goals need to be met Ensures proper shadowing opportunities have occurred as needed Develops and maintains relationships with vendors relevant to Sirius' Managed Services delivery Basic Qualifications Bachelor's degree in Business, Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field At least eight (8) years of IT Services Delivery work experience, to include at least three (3) years' experience leading technical, software development, account management, and/or project management teams in a Managed Services environment At least three (3) years of experience with AIX or IBM i operating systems Other Position Requirements Demonstrated track record integrating different vendor offerings to deliver end-to-end technology solutions which include storage, servers, networking, and software components Demonstrated ability to deal with novel problems from different perspectives and from different levels Demonstrated ability to analyze and understand unique and/or complex workflow and processes, and develop innovative approaches Demonstrated skills in organization and detail orientation Demonstrated ability to manage multiple projects simultaneously and to resolve scheduling and other conflicts in order to meet all deadlines Demonstrated leadership experience and ability to motivate a team to realize the vision of the organization Demonstrated communication and presentation skills Demonstrated experience being responsible for accountability of tasks, deadlines, client requirements and profitability Demonstrated experience with leading a team and enacting coaching and mentoring practices Preferred Qualifications Demonstrated experience with design, development, and deployment of IT solutions using industry or vendor-specific methodologies and techniques Master's degree in Computer Science, Business, Engineering, or a related field Relationships within the IT manufacturing industry, particularly with ServiceNow, ScienceLogic, Citrix, Cisco, DellEMC, HDS, IBM, NetApp, Nutanix, and/or VMWare Data Privacy and Security: All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius authority. Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or assignment Essential Functions The position exists to lead the provision of solutions to clients in a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime, and have the ability to travel to and from client sites, and interact with clients and team members on an ongoing and regular basis The above primary duties, responsibilities, and position requirements are not all inclusive.