IT Infrastructure & Operations Associate Director - Service Ownership

Job Summary: As a Service Owner and Service Manager, you will be responsible for the end-to-end management and delivery of Infrastructure Services to our clients. You will ensure that services are delivered in accordance with agreed service levels, and you will work closely with various teams to ensure seamless service delivery, continuous improvement, and customer satisfaction. This role is crucial as the organization is in the process of formalizing Infrastructure Operations services and adapting these services to scale with ease and cost-effectively.

Key Responsibilities:

Service Ownership:

• Accountable for the overall performance and delivery of assigned services, including availability, reliability, utilization, and adoption.
• Develop and maintain service roadmaps, ensuring alignment with business objectives and customer needs.
• Lead the development and validation of communication materials for service releases.

  Service Management:

• Manage the service lifecycle, including service strategy, design, transition, and operations.
• Coordinate activities between different teams, including architecture, engineering, QA, and operations.
• Conduct regular service review sessions, dashboard reporting, and performance analysis.

• Customer Engagement:

• Act as the primary point of contact for customers regarding service-related issues and inquiries.
• Ensure customer satisfaction by addressing concerns promptly and effectively.
• Gather and analyze customer feedback to drive service improvements.

• Continuous Improvement:

• Identify opportunities for service enhancements and implement changes to improve service quality and efficiency.
• Lead root cause analysis for any service-related issues and implement corrective actions.
• Promote a culture of continuous service improvement within the team.

• Collaboration and Communication:

• Work closely with product owners, project managers, and other stakeholders to ensure successful service delivery.
• Facilitate communication between different teams and departments to ensure alignment and collaboration.
• Provide regular updates to senior management on service performance and improvement initiatives.

• Expected Outcomes and Key Performance Indicators (KPIs):

• Service Availability and Reliability: Ensure that services meet or exceed agreed-upon availability and reliability targets. KPIs include uptime percentage, mean time between failures (MTBF), and mean time to repair (MTTR).
• Customer Satisfaction: Achieve high levels of customer satisfaction through effective service delivery and issue resolution. KPIs include customer satisfaction scores (CSAT), Net Promoter Score (NPS), and customer feedback ratings.
• Service Performance: Monitor and improve service performance to meet business objectives. KPIs include service response times, resolution times, and adherence to service level agreements (SLAs).
• Cost Efficiency: Optimize service delivery to achieve cost efficiency while maintaining high service quality. KPIs include cost per service unit, budget adherence, and cost savings achieved through process improvements.
• Service Adoption and Utilization: Drive the adoption and utilization of services to maximize their value to the organization. KPIs include service usage metrics, user adoption rates, and service utilization rates.
• Continuous Improvement: Implement continuous improvement initiatives to enhance service quality and efficiency. KPIs include the number of improvement initiatives implemented, the impact of improvements on service performance, and the reduction in service-related incidents.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in service management and ownership roles within a managed service provider or similar environment.
• Strong understanding of ITIL framework and service management best practices.
• Extensive experience in IT infrastructure management, including servers, networks, and storage systems.
• Minimum of 7-10 years of experience in IT service management or a related field.
• Excellent communication, leadership, and interpersonal skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Experience with specific infrastructure tools and technologies such as VMware, Cisco, Microsoft Azure, AWS, and other relevant platforms.

Preferred Qualifications:

• ITIL certification or equivalent.
• Experience with cloud services and infrastructure management.
• Familia