Senior Manager Technical Services & Operations - REMOTE

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Summary

The Sr. Manager Technical Services and Operations provides leadership and expertise associated with the definition, selection, implementation, and ongoing support for technologies leveraged by Ryder to deliver scalable, highly available computing environments. This IT Leader must have the leadership and technical experience to drive Operational Excellence through their team and across IT. Demonstrate thought leadership for growing people, improving process, and implementing technology industry best practices in a hybrid legacy-cloud environment.

This position manages a team to provide independent oversight to IT Operations which can include ITSM management, endpoint design and support, infrastructure design and support, as well as support overall IT security, disaster recovery, service and project delivery. Critical functions include operational and technical roadmaps, defining metrics and reporting, and financial management of personnel, products, and services.

It is expected that this position has strong expertise in multiple IT Operations disciplines and can collaborate and influence staff, peers and Sr. Leadership within IT to construct high quality, scalable, and efficient Enterprise Solutions.

Remote - Work from home

Essential Functions

• Responsible for the strategy to improve the design, implementation, support and reporting of processes and technologies under their respective discipline.
• Responsible for the successful delivery of 24x7x365 IT services including service management (incident, problem, change, request), monitoring, backups, patching, capacity planning, optimization, asset management and reporting.
• Coaches and counsels employees on performance, sets expectations and manages outcomes of personal development, objectives and goals, recommends pay actions and responsible for other HR activity.
• Responsible for the operational tasks for business projects requiring I&O services. Support includes providing standards, process and technical direction to architects, SME’s and PM’s to ensure full integration into the Ryder SDLC process.
• Responsible for the financial knowledge and discipline to manage departmental budget including, but not limited to, billable/non-billable hours, licensing, asset lifecycle, maintenance, and overall cost management.

Additional Responsibilities

• Makes Information Security a foundational control for all technology and process definitions
• Works with the PMO to continually improve the SDLC process as it relates to IT Operations
• Manages projects crossing multiple IT teams and impacting various business units
• Develops partnerships with peers across IT and the business to learn their about their roles, their feedback and how to improve Ryder
• Implements project execution methodologies with team
• Maintains currency in new ITSM developments and technology
• Provides Audit and oversight for IT Operations functions
• Performs other duties as assigned.

Skills and Abilities

• Trust & Integrity - Experience in developing an IT Operations service oriented culture in a geographically and culturally diverse organization
• Courage - Providing important feedback, input, or push back when confronting difficult issues, conversations, decisions, or facing opposition despite having fear or hesitation with the person or situation at hand
• Agility & Adaptability - Maintaining effectiveness, exploring positive opportunities, and smoothly adjusting when undergoing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture)
• Decision Making - Using one’s knowledge and understanding of Ryder, internal data, and trends, in order to improve individual productivity and company results
• Business and Financial Acumen - Using internal and external organizational knowledge, trends, and financial data to diagnose business strengths and weaknesses Keeping a financial perspective at the forefront when making business decisions and managing the team
• Building Partnerships - Developing and leveraging collaborative relationships within and across the organization to achieve results(preferred)
• Customer Focus - Finding opportunities to provide an exceptional experience for both internal and external customers by being customer centric and ensuring the customer’s perspective is a driving force behind strategic priorities, business decisions, processes, and individual activities
• Coaching - Providing feedback, instruction, and development guidance on targeted knowledge, skills, and abilities to help others maximize performance, excel in their current job, and/or prepare for future potential responsibilities and job opportunities
• Leading Teams - Guiding, motivating, and developing the team to achieve successful outcomes and maintain accountability for business objectives
• Driving Results - Setting high goals for personal and team accomplishments, monitoring progress, and working to meet or exceed goals
• Driving Innovation - Creating an environment and culture that inspires and encourages others to generate new ideas and creative solutions with measurable improvement and increased value for customers (internal or external)
• Facilitating Change - Encouraging and empowering others to imagine better approaches, create solutions, embrace change and facilitate change to achieve business outcomes
• Strong experience of IT Operations technologies and processes including endpoint, network, server, SAN, monitoring, backup, patching, DR, ITSM
• Strong background in IT Security, specifically IT Risk, Vulnerability Management and system best practices
• Proven track record in the management of a technical support group and in technical Project Management
• Strong understanding and experience with the delivery of IT Operations Managed Services

Qualifications

• Bachelor's degree required Bachelor's Degree or equivalent - Information systems, computer science or similar degree
• Ten (10) years or more A minimum of 10 years experience in Information Technology with at least 7 years in a leadership role. required
• Seven (7) years or more Experience in providing IT Operations support for a large global enterprise. required
• Five (5) years or more Experience in developing an IT Operations service oriented culture in a geographically and culturally diverse organization. required
• Strong experience of IT Operations technologies and processes including endpoint, network, server, SAN, monitoring, backup, patching, DR, ITSM. advanced required
• Strong background in IT Security, specifically IT Risk, Vulnerability Management and system best practices. advanced required
• Proven track record in the management of a technical support group and in technical Project Management. advanced required
• Strong understanding and experience with the delivery of IT Operations Managed Services. advanced required

Travel: 1-10%

DOT Regulated: None

Job Category: IT Leadership

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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