Manager - Technical Service Delivery

Title: Manager - Technical Service Delivery
Job Type: Permanent
Location: Carlstadt-NJ
The Manager ? Technical Service Delivery is responsible for working with his peer Managers, to own the customers outcome. They are responsible to monitor activity with the customers testing; ensure escalations are followed; ensure defects contain accurate, customer facing information; ensure turnover to next shift is completed. Manager ? Technical Service Delivery is also responsible for staff scheduling, staff cross training, and staff development.
Accountable for customer outcome. Ensure the delivery of excellent service to our customers.
Engage direct reports and create culture of teamwork, accountability and initiative to help customers achieve their definition of success.
Manage to key performance indicators (KPIs) and encourage continuous improvement to meet and exceed goals. Determine root causes and implement corrective actions.
People management: duties include staff scheduling based on customer demands, daily status meetings, performance management and reporting, conflict resolution, training/onboarding/mentoring and other related duties.
Enhance and develop operational procedures as required.
Create individual development plans for direct reports to continuously fill skill gaps to help achieve growth for team and individual.
Manage various projects as assigned.
Work with Sr. Management to plan, budget and set objectives.
Develop and run reports as required.
Deliver on-time performance appraisals and define annual performance goals.
Schedule Flexibility:
Periodically flex schedule to provide test coverage for Managed Recovery support.
Special Projects:
Assist the evolution of Sungard products and recovery methodologies as needed.
New product evaluations ? evaluate the benefits and shortcomings of new hardware and recovery methodologies, including formal reports detailing results.
Work with product management, CTSO and venders as required.
Participate in Continuous Improvement initiatives.
Other projects as assigned.
Periodic travel may be required to customer locations for technical meetings, management meetings and sales support.
Customer Management:
Be the customer's advocate within Sungard. Understand their recovery requirements, critical testing windows, and potential impact.
Escalate to Sr. Management as appropriate. Keep them in the loop on ongoing issues and those resulting in potential customer dissatisfaction.
On call (24 x 7) support during testing when needed.
Gain an understanding of the customer's production environment and how it fits into recovery.
Ability to successfully manage teams through change.
College degree (BA or BS) in a relevant field (Computer Science, Management Information Systems) or comparable work experience with a minimum educational requirement of a H.S. Diploma or GED equivalent.
Minimum 3 years of experience in managing personnel in a dynamic, Enterprise level IT environment preferred.
Ability to successfully build and manage high performing teams.
Experience with managing by metrics strongly preferred.
Proven ability to execute multiple tasks efficiently and effectively. Must be able to delegate effectively and have ability to provide deliverables on time and on budget.
Must possess strong Excel skills and demonstrate proficiency with other MS Office suite products.
Other technical skills are a plus (Windows, Linux, Sun, HP, MF, AIX, AS400).
Previous budgetary and cost management experience preferred.
Previous experience in a disaster recovery role a plus.
Must be able to periodically shift schedule to meet business objectives.
Excellent oral and written communication skills.
Must be self-motivated, team player able to immediately contribute in a fast paced, deadline intensive environment.
Ability to learn quickly & work independently.
Needs excellent organizational & time management skills and working knowledge of project management fundamentals; Green Belt Six Sigma a plus.
Must be an active listener.
Must be detail oriented.
Must possess problem solving & decision-making skills.
Should have understanding of current information technologies.
Ability to handle multiple tasks in a fast paced, changing environment.
Sungard Availability Services offers a high growth environment with excellent compensation and immediate eligibility for our 401(k), health/dental insurance, educational assistance, and more. Employment is contingent upon successful completion of the background investigation and pre-employment drug screen.
Sungard AS is an equal opportunity employer.
Working Conditions
Ability to meet the physical demands of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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