Sr. Manager - Operations

This position is responsible for providing operational services and support for all K&S Cloud infrastructure, networks, and core applications. The Senior Manager must utilize best practices to manage the delivery of service levels, including availability, capacity, performance and support.  This role also provides input to, is informed about, and executes the following processes: Disaster Recovery (Service Continuity Management), Configuration Management, Monitoring and Event Management, Incident Management, Service Request Fulfillment, Problem Management, Change Management, and Capacity Monitoring and Alerting. This position manages the firm’s Level 2 Systems Operations, and Problem and Change Management processes.  The ideal candidate will have significant Information Technology Service Management (ITSM) and IT operations experience. The K&S culture demands a hands-on executive with current technical skills and a strong results focus. The Senior Manager will be a quick starter with solid process and technical abilities. 
Key Responsibilities:

• Provide cost-effective stewardship of IT resources used in the delivery of IT Services.
• Build and sustain strong relationships with IT peers and the user community.
• Hire, evaluate, supervise and direct staff as necessary.
• Develop the soft and hard skills of the support staff in terms of delivery of services.
• Assist in preparation of annual budget for all expenses related to this area of responsibility.
• Manage the staff by assigning work and priorities and supervising their daily work.
• Manage the training and support of the support staff in their ongoing personal development.
• Describe and report system and software problems to support vendors.
• Own the Change, and Configuration Management processes.
• Manage the IT response to incidents.
• Manage the Change Management Process
• Manage Disaster Recovery processes.
• Communicate effectively with all levels of firm personnel.
• Implement and continuously improve all Operations Support processes.

 Specific Skills Required:  

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.  
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to e-mail and voice mails as soon as possible and no later than the following business day; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Inspires respect and trust; Accepts feedback from others; Provides vision and inspiration to peers and subordinates; Gives appropriate recognition to others; Displays passion and optimism; Mobilizes others to fulfill the vision.

Qualifications:

• Proficient in delivering a high-performance Level 1 & 2 support function in a matrix support organization.
  
• Highly skilled technical services practitioner.  Experience in a Law firm or other professional services organizations is preferred. 
• Information Technology Infrastructure Library (ITIL) experience and foundation certification is a plus. 
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