Cushman & Wakefield (http://www.cushmanwakefield.com/en/careers)
Head of Americas Technology Infrastructure, Operations and Engineering
Job Description Summary
The Americas Infrastructure Lead is accountable for the overall strategy and direction of regional Infrastructure, Service Delivery, Tech Operations/Engineering and Service Management in the Americas. The Infrastructure Operations Manager is responsible for and directs the Desktop, Systems, Security operational activities, and all of our technology strategy and operations in Latin America. In this role, you will be responsible for managing, reporting, and improving the Level 1, Level 2, and Level 3 support activities for both the team and our 3rd party managed service providers; you will need to possess broad knowledge of our environments, defined support procedures, and the service levels expected by the user base and Executive Management at the Firm; and you will direct the members of the infrastructure and operations team to proactively address business needs, execute repeatable processes, and resolve day-to-day issues.
Key job responsibilities include business as usual IT client delivery, field support, help desk, and service improvement. Another key responsibility is Executive and Market Lead relationship-building, stakeholder, and expectation management.
This job requires knowledge and experience managing successful IT Service Management, specializing in the implementation of ITSM processes, organizational structures, data center operations and colleague-facing technology within the following areas:
- Service Desk, Incident, and Problem Management
- Unified Communications and Skype
- Data Center and Network Operations
- Asset and Configuration Management
- Telephony Management
- Vendor Management
- Identity Management
Primary escalation point for the markets, service lines, and platforms if there are issues with service up-time and delivery
Primary manager of P&L for infrastructure services within Delegation of Authority allowance
Lead M&A Activities for Infrastructure and Operations
Act as an agent for change for all Americas technology solutions, services, and partnerships
Focus on Improving Unified Communications (Skype) - infrastructure and usability - across the Americas
Overall quality of all infrastructure solutions in the Americas, including US, Canada, and South America
Operations management of data center, network, telephony and office technology
Service Management for the region and alignment to global ITIL processes
Escalation management and service improvement
Regional software and hardware asset management
Infrastructure technology solutions validation and oversee implementation
Reporting and managing OLA’s and SLA’s for internal services as well as 3rd party supplier agreements
Implement and manage customer satisfaction surveys for the Americas taking corrective action for the areas that require improvement
Oversight of global solutions implementation and regional adherence to IT architectural and design standards
Management of outsourced suppliers against achievement of SLA’s and targets driving service improvement
Vendor relationship management to ensure quality is delivered
Periodic service management maturity assessments
Regular reviews of systems, procedures and controls
Level of Service Management provisioning is in place to support the required service delivery and support requirements
Aligning service delivery to global roadmap and strategy across service lines
Continuous improvement plans for all infrastructure services and provide oversight
Financial management of budget expense and forecasting for infrastructure
Applying a change management process to support user adoption of solutions
Define and measure success metrics and monitor change progress
Creation of key capacity and KPI metrics and reports – i.e. active network monitoring, Concierge/VIP reporting
Execution of the security awareness training program and security operational activities.
Oversight of our vulnerability management execution to ensure we are complaint
Execution of the infrastructure audit processes
Asset and Inventory management.
Keep all knowledge base and other supporting documentation current and accurate.
Coordinate all technology refreshes, office consolidations, expansions and moves.
Ensure that all agreed upon services are met/exceeded with our Managed Service providers
Seek to improve and automate support processes to increase the efficiency and accuracy.
Anticipate potential problems or opportunities (proactive) and recommend/influence the creation of support procedures that eliminate issues; define metrics to demonstrate improvement.
Build strong, productive working relationships with all members of Global Technology Solutions
Excellent client-facing skills
Broad technical experience with Server, SSCM, Network, Data Center and End User services
Demonstrated experience managing and leading a team of Operations professionals supporting a local / remote user base across multiple business offices, with the ability to motivate, direct, and hold other accountable for strong delivery of services
Expertise and demonstrated knowledge in modern end user support systems.
Proven leadership with demonstrated results leading large, business impacting projects (e.g. Office build-outs/moves, system upgrades/migrations, etc.).
Ability to define and manage to critical metrics that measure the delivery rate for key resources.
Ability to summarize data into informative and actionable presentations that can be used to drive the business forward.
Comfortable working under strict timelines.
A willingness to “roll up the sleeves” and work side by side with team members to achieve results.
Demonstrate accountability, collaboration, and shared responsibility, and demonstrate the ability to influence and lead multiple stakeholders.
Delivery oriented with high quality and customer service standards.
Must be motivated by a fast paced, complex environment
Ability to manage onshore and offshore delivery teams to establish the right model mix
Maintains a sound knowledge and understanding of current methodologies, technologies, services and awareness of future trends within ITSM
Strong interpersonal, communication and presentation skills
Experience managing a global service desk and Service Now
Five years or more experience in Service Delivery role with a proven track record
Strong analytical thinking skills to identify the real cause of a business or technical problem and the most appropriate solution
Strong knowledge of ITIL concepts
Extensive experience of customer and supplier relationships
Ability to influence others and move toward a common vision or goal
Flexible, adaptable, and able to work in ambiguous situations
Experience with managing large projects
Strong process development skills
Able to work effectively at all levels in an organization
Must be a team player and able to work collaboratively with and through others
Acute business acumen and understanding of organizational issues and challenges
Expertise in project management approaches, tools and phases of project lifecycle
Experience with large-scale organizational change efforts
Able to work in a matrixed organization environment
Previous experience in an IT leadership role
15 + years of experience
BS in Engineering, Computer Science, or similar Technical major
Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.