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- Effectively supports customers, assigning specialists, analysts, engineers, as appropriate
- Prepares the team for new customers by onboarding them to the client, and then establishing a regular cadence of communication with the entire Sirius team at the account
- Sets clear goals and expectations for Managed Services service delivery, and recognizes high performance
- Conducts client and/or engagement onboarding meetings to review the SOW (Statement of Work), define roles and provide a high-level perspective of the interrelationship of roles to the outcomes planned assisting the assigned project manager in the transition of a newly acquired customer facilitating project planning efforts by establishing and meeting work estimates, target dates, milestones
- Provides primary support pertaining to customer reported incidents and change control activity
- Reviews and fulfills customer service requests for mainframe customers pertaining to the z/OS operating system, ISV (Independent Software Vendor) products and general maintenance of customer environments
- Develops and enforces procedures toward implementing proven and established z/OS operating system upgrade and maintenance application (“roll out”) philosophies
- Develops and enforces procedures for installing software products and/or z/OS operating systems within customer partitions (for productivity/scalability purposes)
- Develops and adheres to a schedule that efficiently manages Managed Services’ resources and allows timely implementations to occur on a regular basis
- Ensures system improvements and/or modifications are implemented following appropriate and documented change control procedures
- Develops, enhances and/or supports technical approaches that allow audits and scalable implementations of large, complex mainframe environments
- Ensures execution of tasks associated with any given customer’s disaster recovery plans
- Reviews and updates z/OS operating system and software inventories for customers
- On a regular basis, calls on major customers to discuss active opportunities and ensure success:
- Seeks win-win solutions
- Negotiates with the client when there is disagreement over scope, a timing of a deliverable or the availability of technical resources to complete a task within the client’s expected timeline
- Develops business cases to justify changes in scope or requirements and presents change orders to the appropriate Sirius stakeholders for approval
- Consistently monitors financials and scope for negative trends and proactively addresses any issues
- Restructures work and/or reallocates resources to respond to changing dynamics within a client’s workload
- Systematically reviews progress to ensure timelines are adhered, milestones and operational SLAs are met and value is added
- Manages a team of specialists, analysts, and engineers to assign resources with the appropriate skills to support client obligations and/or 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
- Prepares information for 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 periodic reviews with the appropriate client personnel, to obtain feedback on Sirius’ performance
- Incorporates feedback from these periodic 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, that may consist of utilization, education, and skill development
- Reviews the established goals and objectives with the team to ensure they are working towards them
- Works with peer managers to ensure seamless handoff of projects and accurate information flow between different Managed Services teams
- Works with Accounting and Services Operations personnel to ensure accurate resource accounting
- Employs a holistic view of the client and develops 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
- 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
- Bachelor’s degree in Business, Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field
- At least eight (8) years’ IT Services Delivery work experience, to include at least three (3) years’ experience leading technical teams in a Managed Services or outsourcing environment, fulfilling the following areas:
- Installing, maintaining and supporting mainframe products from vendors such as IBM, Broadcom (previously known as Computer Associates), BMC plus many others
- Installing, maintaining and supporting z/OS, ISV (Independent Software Vendor) products, security administration/support, TCP/IP and FTP support, Unix System Services (under IBM Z), I/O configurations/definitions and peripheral virtual tape storage
- Experience leading a team and enacting coaching and mentoring practices
- Experience leading teams fulfilling the following areas:
- Establishing metrics that allow for monitoring and the iterative enhancement of CSI (Continuous Service Improvements) leveraging KPI (Key Performance Indicators)
- Performing system management functions – software installations, version upgrades, product maintenance and configuration management
- Identifying, testing and deploying technologies and support tools (detailed knowledge of SMP/E, RSU maintenance, JCL, TSO, REXX and ISPF)
- 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, customer requirements and profitability
- 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
- 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
- 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
- ID: #23754880
- State: Nebraska Omaha / council bluffs 68101 Omaha / council bluffs USA
- City: Omaha / council bluffs
- Salary: $1 - $2
- Job type: Permanent
- Showed: 2021-12-02
- Deadline: 2022-01-29
- Category: Et cetera