Job Description

HERS Advisors is seeking a Sr. Manager of Service delivery for one of the nation's top travel and leisure companies. You will be responsible for ensuring high quality technology delivery to their customers. This includes driving accountability for vendor partners, providing leadership for incidents escalated to level 2 and beyond, coordinating activities between fleet and shore, across brands, between internal and external resources, and across different technology verticals, as well as being a champion for transparency and effective communication to our end users. This resource will serve as a central point of contact for contract management and to drive accountability with our managed service partners.

Responsibilities

• Establish, track, and report on KPIs for effective service delivery across each vertical.
• Create a culture of transparency and accountability for technology delivery.
• Drive accountability for short-term and long-term improvement plans for internal functions which don’t meet KPIs.
• Oversee a small team of service delivery resources to assist with improving quality of technology delivery.
• Hands on coordination for key activities where existing processes are failing to help “right the ship” and bring delivery levels back in line.
• Act as point person for account governance for managed service providers to ensure effective service delivery
• Partner with account executives and service delivery leads to develop and implement action plans where service delivery doesn’t meet quality target
• Review and redefine quality targets where targets don’t match with exceptional service delivery
• Mature current capabilities in this space
• Ensure team’s operational activities align with all aspects of security standards and compliance requirements including, but not limiting to, Corporate, PII, PCI, HIPPA
• Drive the efficiency and effectiveness of overall incident, change, and problem management processes
• Help ensure that IT solutions are operated with a focus on efficiencies, reducing operating costs or increasing human experience wherever possible
• Review and approve financial and operational items as assigned
• Encourage and lead by example
• Assist in development and cost estimates for budgeting purposes for both OPEX and CAPEX
• Perform all other administrative and organizational duties as required (time keeping, training, travel, collaboration and correspondence, etc.)
• Maintain healthy and progressive partnerships with business units, technical and project teams both shipboard and shoreside.
• Recommend and participate in projects that expand, change or improve IT system solutions that supports the business
• Collaborate closely with other IT Managers to maintain an understanding of business cases and ensure appropriate IT solutions are operated
• Maintain relevant industry knowledge and act as an advisor to business units and IT teams of best-practices, strategies and technologies
• Understand advances and changes in the technology industry and work directly with equipment manufactures to assess new technologies
• Perform leadership tasks as required

Requirements

• Bachelor’s Degree in Information Technology / Computer Science or related field.
• 5 years Infrastructure Technology
• 3 years in corporate setting
• 2 years managing projects
• General knowledge of Network, Satellite, Compute, Storage, Security and Cloud Technologies
• Understanding of OSI models, transport protocols, VLANs, DNS, DHCP, Firewalls
• Understanding of IT ticketing/help desk systems, like Service Now or Remedy, etc.
• Able to review and identify technical dependencies between application and infrastructure areas
• Ability to lead technical discussions that lead to common, comprehensive solutions
• Able to create precise technical validation and delivery execution plans
• Strong project management abilities
• Strong customer-service orientation
• Excellent written and oral communication skills
• Excellent listening and interpersonal skills
• Ability to communicate ideas in both technical and user-friendly language
• Ability to conduct research into systems issues and products
• Highly self-motivated and directed
• Strong organizational skills with a keen attention to detail
• Ability to analyze issues, use sound judgment, and solve complex problems
• Proficient in multi-tasking
• Able to prioritize and execute tasks
• Experience working in a team-oriented, collaborative environment
• Understanding of development and project management processes and methodologies
• Understanding of industry trends as well as successful strategies and product roadmaps
• Strong strategic planning capabilities with proven hands on implementation experience
• Working knowledge of corporate IT disciplines and group dynamics
• Must be legally authorized to work in the United States.

If you are interested in hearing more, please send an updated copy of your resume to cmoore@hersadvisors.com.