IT Director Operations

Job Overview

The Director of IT Operations is a hands-on role focused on overseeing the delivery and performance of application and infrastructure services provided by our Application Managed Services (AMS) / Infrastructure Managed Services (IMS) partner.  This position requires a tactical and strategic leader capable of managing the AMS/IMS relationship, coordinating with internal IT teams to ensure seamless service migration, driving accountability and upholding SLA performance metrics.

A critical aspect of this role involves working collaboratively with other IT leaders ensuring that the shared services operations team can absorb and supply support when new applications are implemented, or significant change is being introduced in application service delivery.  This position is the champion of IT service excellence and operational changes fostering a culture of innovation and high performance.  Delivering excellence through the modern use of tools, automation, and effective partner management.

 

A Day In The Life

• AMS/IMS Relationship Management:  Own and manage the relationship with Hubbell’s AMS/IMS partner to ensure the delivery of high-quality application services.  Act as primary point of contact for all service-related issues and opportunities, driving excellence in application support and maintenance.
• Service Transition and Migration:  Lead the tactical planning and execution of service transitions to the AMS/IMS partner, working closely with internal IT teams to ensure smooth migrations without disruption to business operations.
• Incident and Service Requestion Management:  Direct the management of incident and service requests focusing on rapid resolution, user satisfaction, and continuous improvement in service delivery.   Implementing process and metrics to monitor and improve resolution time and quality of service.  Enabling touchless service delivery by incorporation of automation tools working with AMS/IMS partner to continually optimize and reduce waste.
• SLA Management and Performance Tracking:  Develop and maintain rigorous SLA metrics to track and report on the performance of application support services.  Hold the AMS/IMS partner accountable for meeting and exceeding these metrics, implementing corrective actions as needed.
• Continuous improvement:  Define and implement a continuous improvement framework for IT operations.  Utilize metrics and performance data to continually drive operational enhancement and deliver efficiencies.
• Strategic Planning:  Develop and maintain operational strategic plans in concert with Global Infrastructure and Enterprise Applications teams to deliver the IT organizations objectives.  Work collaboratively with IT leadership to define upgrade plans for applications and infrastructure.
• Leadership and Team Management:  Provide leadership and direction to IT operations team.  Create a high-performance atmosphere and culture where service quality is the central theme. 
• Vendor Management:  Oversee and manage the third party managed services relationship to ensure that contractual obligations are met or exceeded.  Conduct regular review meetings, manage the contract and costs that define the relationship.  Work with the third party to ensure a culture of continuous improvement is fostered, driving cost improvement, and improving efficiency of services.
• Operational Excellence:  Champion operational excellence within service delivery, leveraging tools, automation, and best practice to achieve high performance, reliability and user satisfaction.  Working with the AMS/IMS partner to foster a culture of innovation in service delivery ensuring synergy between the AMS/IMS partner and internal IT project teams.

What will help you thrive in this role?

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Minimum 15 years’ experience with 5 years in a leadership role managing IT service and vendor relationships.
• Demonstrated ability to manage vendor relationships with a strong focus on managed services of applications.
• Hands on experience in incident management, service request fulfillment and SLA management.
• Strong analytical, strategic, and problem-solving skills
• Exceptional communication skills both written and verbal with the ability to articulate complex IT concepts to non-technical stakeholders.
• Knowledge of compliance, ITGC controls and security best practices
• Exceptional leadership skills, team management and interpersonal skills
• Customer-focused with a service-oriented mindset
• Strong sense of ownership, urgency, and drive.
• Committed and flexible team player.
• ITIL Certification strongly preferred.

 

 

 

Competencies

Hubbell Incorporated

 

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