DTS Senior Manager - Technical Operations Center Excellence

SHIFT:

Day (United States of America)

Seeking Breakthrough Makers

Children’s Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career.

CHOP’s Commitment to Diversity, Equity, and Inclusion

CHOP is committed to building an inclusive culture where employees feel a sense of belonging, connection, and community within their workplace. We are a team dedicated to fostering an environment that allows for all to be their authentic selves. We are focused on attracting, cultivating, and retaining talent who can help us deliver on our mission to be a world leader in the advancement of healthcare for children. We strongly encourage candidates of all races, colors, ethnicities, religions, perspectives, sexes, backgrounds, and lived experiences to apply.

Job Description

The DTS Senior Manager, TOC Excellence will lead the team responsible for ensuring the stability, performance, and reliability of the network infrastructure and other supporting platform services.  These services fall into the technical disciplines of Local Area Networking (LAN), Wide Area Networking (WAN), Load Balancing, Firewall, Wireless, and Data Center. This role will also be responsible for oversight of the Technical Operations Center inclusive of a unified monitoring and support strategy across Digital Command Operations.

 

This role focuses on supporting, managing, and optimizing enterprise-level services to ensure efficient service delivery in alignment with organizational needs.  This individual will focus on IT operations, ensuring high level of availability, security, and customer experience. This leader collaborates closely with other teams and Digital Command Operations towers to maintain a high level of service delivery, address technical challenges, proactive and predictive monitoring / dashboarding, and enhancing the user experience across platforms.

 

By continual analysis of organizational needs, culture and industry best practices, the DTS Senior Manager, TOC Excellence Lead plays a key role in supporting and creating an adaptive operational delivery model and developing and guiding personnel progress.  Additionally, the DTS Senior Manager, TOC Excellence Lead thoroughly identifies, plans, and implements high impact and sustainable work approaches for tactical and strategic systems requirements, as well as 1) articulates goals for meeting the requirements, 2) successfully partners with leadership personnel and stakeholders to meet the requirements, and 3) measures the results of initiatives based on the specified goal and requirements.

Job Functions

• Lead operational service strategy and continuous service improvement for the Network Operations tower.
• Lead the Technical Operations Center inclusive of incident management, problem management, change management, and overall service excellence.
• Participate in tactical and strategic planning for the Infrastructure department, DTS and CHOP.
• Demonstrate competency in strategic thinking and leadership.
• Utilize knowledge of CHOP policies, procedures, culture, and requirements in order to develop, maintain, and support organizational and strategic initiatives.
• Exercise independent judgment and creative problem solving techniques in a highly complex and dynamic environment.
• Recommend, lead and operate scalable enterprise level solutions aligned with a focus on operational uptime as well as driving speedy resolution to incidents.
• Demonstrate exceptional knowledge of and expertise in Network technologies such as Cisco networking, Checkpoint firewalls, Citrix Netscalar, Netskope, Infoblox DDI, Azure, AWS and other supporting services.
• SME Level knowledge of ServiceNow modules such as ITOM, CMDB, Event Management, and other ITIL related functionality.
• Understand technology directions, trends and strategic business impact on key client initiatives.
• Proficiency using enterprise and supporting application tools including SCOM, ThousandEyes, Cacti, Splunk, Cisco Catalyst Center, and ServiceNow.
• Partner with engineering teams