Infrastructure and Service Delivery Manager

job summary:

• Responsible for managing overall Infrastructure and Service Delivery day-to-day operations to improve infrastructure costs, performance, and end user satisfaction
• Ensures IT Infrastructure system performance and target service levels are met
• Manages the ISD staff, provides direction, organization information and feedback, and evaluates employee performance, on a consistent, timely, and regular basis.
• Evaluates ISD team structure, staffing and responsibilities and recommends changes, improvements, or enhancements, when necessary.
• Provides leadership to IT Infrastructure projects, including developing project plans, assigning and managing resources, identifying and solving problems, and meeting committed deliverables
• Architect and implement high-quality and cost-effective technical solutions that meet business requirements. Performs research and evaluation on emerging infrastructure technologies to improve member experience, operations, and efficiency across the Credit Union.
• Responsible for keeping up with new and emerging cybersecurity technology and best practices
• Ensures that the IT Infrastructure is compliant with all state and federal regulations pertaining to technology, data security, and cybersecurity; performs IT Infrastructure Risk Assessments on at least an annual basis
• Responsible for our IT Infrastructure and implements, monitors, and manages incident responses. Ensures that research and follow-up on member/staff issues is timely
• Ensures the Infrastructure and Service Delivery Team is mitigating, monitoring, and managing infrastructure related risks
• Provides senior network and systems engineering and architecture support
• Ensures full lifecycle value is achieved on all IT Infrastructure assets
• Manages strategic relationships with key IT Infrastructure product and service providers
• Interfaces with business partners to define IT Infrastructure support initiatives and solutions for improving service delivery efficiency and effectiveness
• Participates in IT strategy planning activities. Assists in determining future IT technology needs in collaboration with the IT Management Team.
• As a member of the IT Management Team, assists in monitoring and managing cost efficiency and effectiveness of department activities. Also assists in developing and creating the annual IT budget.
• Assists in identifying, recommending, and coordinating technology training for staff
• Creates a consistent and positive image within the workplace
• Cultivates teamwork within the department and with other business partners
• Facilitates an effective service delivery system to handle all staff and management IT requests
• Hires, develops, and evaluates staff within area of responsibility
• Analyzes and negotiates contracts within area of responsibility
• Provides seamless integration of IT changes and enhancements
• Implements, tests, monitors, and enhances IT Infrastructure Disaster Recovery and Business Continuity Plan and Procedures
• Adheres to all policies and procedures; recommends policy changes
• Other duties as assigned

• Responsible for managing overall Infrastructure and Service Delivery day-to-day operations to improve infrastructure costs, performance, and end user satisfaction
• Ensures IT Infrastructure system performance and target service levels are met
• Manages the ISD staff, provides direction, organization information and feedback, and evaluates employee performance, on a consistent, timely, and regular basis.
• Evaluates ISD team structure, staffing and responsibilities and recommends changes, improvements, or enhancements, when necessary.
• Provides leadership to IT Infrastructure projects, including developing project plans, assigning and managing resources, identifying and solving problems, and meeting committed deliverables
• Architect and implement high-quality and cost-effective technical solutions that meet business requirements. Performs research and evaluation on emerging infrastructure technologies to improve member experience, operations, and efficiency across the Credit Union.
• Responsible for keeping up with new and emerging cybersecurity technology and best practices
• Ensures that the Credit Union's IT Infrastructure is compliant with all state and federal regulations pertaining to technology, data security, and cybersecurity; performs IT Infrastructure Risk Assessments on at least an annual basis
• Responsible for our IT Infrastructure and implements, monitors, and manages incident responses. Ensures that research and follow-up on member/staff issues is timely
• Ensures the Infrastructure and Service Delivery Team is mitigating, monitoring, and managing infrastructure related risks
• Provides senior network and systems engineering and architecture support
• Ensures full lifecycle value is achieved on all IT Infrastructure assets of the Credit Union
• Manages strategic relationships with key IT Infrastructure product and service providers
• Interfaces with business partners to define IT Infrastructure support initiatives and solutions for improving service delivery efficiency and effectiveness
• Participates in IT strategy planning activities. Assists in determining future IT technology needs in collaboration with the IT Management Team.
• As a member of the IT Management Team, assists in monitoring and managing cost efficiency and effectiveness of department activities. Also assists in developing and creating the annual IT budget.
• Assists in identifying, recommending, and coordinating technology training for staff
• Creates a consistent and positive image within the workplace
• Cultivates teamwork within the department and with other business partners
• Facilitates an effective service delivery system to handle all staff and management IT requests
• Hires, develops, and evaluates staff within area of responsibility
• Analyzes and negotiates contracts within area of responsibility
• Provides seamless integration of IT changes and enhancements
• Implements, tests, monitors, and enhances IT Infrastructure Disaster Recovery and Business Continuity Plan and Procedures
• Adheres to all SkyOne policies and procedures; recommends policy changes
• Other duties as assigned

• Experience level: Manager
• Minimum 10 years of experience
• Education: No Degree Required