- Google Cloud Platform
Reporting to the VP of IT Infrastructure & Operations, the Executive Director of IT Shared Services Operations will lead the organization responsible for all aspects of the Company’s North American IT Shared Services Operations department. The team's day-to-day activities include supporting an integrated portfolio of secure, reliable, and modern software/applications solutions designed to meet the Company’s business needs.
Working with the VP of IT Infrastructure & Operations and IT leadership, the Executive Director of IT Shared Services Operations will be responsible for the maintenance and production support of the Company’s mission-critical systems. He or she will provide leadership and vision to deliver best in class network, system, and application up time. The Executive Director of IT Shared Services Operations will maintain responsive and accountable support services and ensure the team’s efforts adhere to budgetary considerations and the Company’s operational standards. This Leader will constantly assess ITIL process maturity of Incident, Problem, Change, Configuration, Asset Management, Communication and put in place a continuous process improvement roadmap. The Executive Director of IT Shared Services Operations will also establish a streamlined set of metrics, SLA’s, SLO’s against which to measure progress over time.
The Executive Director of IT Shared Services Operations is responsible for the overall day-to-day operations of managing IT Services including monitoring, incident resolution, problem management, configuration and change management, service desk, systems administration, security management and monitoring, capacity planning, availability management, and routine update of services.
The Executive Director of IT Shared Services Operations is a key thought leader in the organization, responsible for the application support and services support required to implement and maintain the Company’s end-to-end technology strategy.
Mentor IT staff on best practices for IT operations and governance
Provide 24x7x365 operations for all network, infrastructure, and application platforms on-prem and in the cloud (Azure and other).
Implement appropriate System Management tools to provide monitoring and management of network, infrastructure and applications.
Provide thought leadership in the proposal and design of support services
Track record of success building teams with a proven ability to 1) attract top operational talent, 2) build, manage and motivate high performance teams of highly technical employees, and 3) set clear objectives and reward outstanding performance
Develop, oversee and perform Tier 1-3 Support, event management, incident management, problem management, configuration management and change management processes for all IT Services.
Conduct system outage analysis and prepare after action reports to prevent the reoccurrence of incidents.
Provide communication through all tiers of support to ensure incidents are resolved expeditiously.
Communicate effectively with application development & architecture, business partners, and IT partners to prioritize, mitigate, resolve and report on root-cause issues.
Leverage deep functional knowledge to lead the team in triaging and escalate issues as appropriate for the business context
Define and report Key Performance Indicators and SLA’s/SLO’s to monitor the health and performance of overall IT service delivery; define and report customer-facing service metrics.
Leverage operations data & trends to identify areas for continuous improvement and process maturity.
Maintain quality of service by establishing and enforcing organizational standards.
Develop and Manage 3 year Opex Plans for the shared services area and opportunities to optimize costs
KNOWLEDGE, ABILITIES, SKILLS AND EXPERIENCE
Experience managing or overseeing projects to implement enterprise-level business applications for a large (10,000-plus FTE) enterprise as well as experience operating those applications
Experience with external IT data centers and a complex 24/7 operation
Operations experience, including capacity planning and forecasting, risk management, incident response and recovery, and business continuity
Proven ability to implement processes and systems to proactively manage incidents and reduce their occurrence.
Experience designing, implementing and supporting shared services initiatives in multi-site, enterprise-wide environments
Experience managing a hybrid computing environment (on premise and Cloud) of virtual servers, tiered storage, and mainframe computing
Experience with Cloud computing (Azure/AWS, Google Cloud), including IaaS, PaaS, SaaS concepts and the ability to articulate these concepts to technical and non-technical audiences.
Cyber Security, SOX Compliance, PCI and Data Privacy (GDPR) experience
Track record of success in maturing IT services, improving IT security and compliance, as well as managing IT costs.
Experience developing high performance teams, managing performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Ability to define and present a vision for the future of the Company’ services support organizations
Ability to drive the ideal IT operations strategy through strong organizational leadership
Ability to facilitate discussions with technical teams on system-wide considerations, drive improvement and efficiencies, and provide overarching leadership to cross-functional teams
The ideal candidate will possess the following performance and personal characteristics:
Influences effectively without direct authority, balancing between competing priorities while remaining flexible and creative.
Strong ability to build and strengthen team engagement and align resources to strategy, key tactics and measures; proven ability to establish clear aligned goals and objectives with a timely feedback loop.
Outstanding written and verbal communication skills with the ability to work up, down and across organizational levels.
Strong business acumen, operations and problem-solving skills, along with the ability to assess current practices, identify opportunities for improvement, build consensus and drive the implementation of related changes.
Good judgment and the ability to handle stressful situations.
Excellent presentation and communication skills.
Excellent leadership and organizational skills.
Assertiveness and results-orientation.
10+ years of experience in IT operations management roles in large-scale, multi-site enterprises with increasing levels of responsibilities and minimum 5 years in leadership positions
Bachelor’s degree required
This position is located in Las Vegas, NV with occasional travel required.