Sr. Service Delivery Manager (IT Initiatives & Operations)

The Company Serving the People Who Serve the People Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.  Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. Want to know more? See more of what we do here.  
The Granicus team is growing, and we’re looking for a dynamic, operations-focused ‘Senior Service Delivery Manager’ to support this growth. In this role, you'll oversee our company’s hardware, software and network changes. The Sr Service Delivery Manager oversees and coordinates with teams of specialists and service providers, ensuring all IT initiatives support the overall goals and objectives of Granicus.
The Sr. Service Delivery Manager will be responsible for managing IT Operations across a hybrid cloud environment. This is a hands-on manager role in a production environment with many IT Projects in the pipeline. The ideal candidate will have solid datacenter experience and hybrid cloud experience. The right candidate for this role will be a technical leader across disciplines; getting ‘hands on’ as needed. They will also enjoy working in a fast-paced, heavily collaborative environment, providing rapid resolutions and expertise for continuous improvement.

What your impact will look like here:

• Manage and oversee the IT infrastructure, including technology operations and implementation of IT systems and policies.
• Direct the planning, prioritization, implementation, deployment and evaluation of enterprise IT initiatives, in conjunction with supervisor.
• Lead efforts to identify opportunities to improve the reliability and security of IT systems, increase efficiencies, evaluate and review opportunities, perform cost-benefit analyses, and conduct audits.
• Contribute to the calendar of regularly scheduled IT tasks and processes.
• Analyze trends to identify potential training needs, policy updates and other corrective measures.
• Develop and deliver ongoing end user training opportunities.
• Collaborate with third parties/vendors to form business partnerships, align efforts to reach desired goals, and ensure products and services meet business needs.
• Guide teams on the implementation and support of IT initiatives and systems.
• Collect recommendations and proposals from technology partners to identify benefits, risks and desired outcomes. Recommend action plans and obtain sponsorship from leadership.
• Develop deep understanding of applications and services.
• Build strong relationships across all stakeholder groups and align IT Operations strategy to best meet their needs.
• Partner with Engineering managers to develop appropriate support model to most effectively leverage resources across teams.
• Establish runbooks for all applications with associated escalation procedures to reduce MTTRs.
• Develop onboarding / production readiness processes and dashboards using best of breed tools to support all stakeholders needs.
• Evaluate and optimize current monitoring and performance management tools.
• Participate in development standups to understand product release risks and impact.
• Own Major Incident Management process- driving rapid resolution and efficient follow-up on root causes.
• Lead RCA process for continual process improvement by identifying problems and delegating ownership of follow-up.
• Drive Leadership reporting and prioritization of remediation objectives.
• Continually drive automation to increase efficiency.
• Perform on-call duties as needed to support technology services to business. 
• Communicate in written and verbal forms to all levels of the organization on service issues and plans.
• Interface with network operations center staff for dep