iSeries Services Delivery Manager

Role: iSeries Services Delivery Manager

Technology is seeking a results-driven, self-directed individual to join Northern Trust as a Manager for the IBM iSeries environment. This individual will be responsible for working with the Managed Service Provider (MSP) in providing L1.5/L2/L3 escalation support, improving upon the current processes to precipitate better and faster support of iSeries services. The role will include ensuring that the MSP meets all established SLAs/KPIs, participating on critical SWAT calls to speed resolution and learn the business, creating reports in Service Now, performing trend analysis toward alert improvements and/or issue resolution, and driving the MSP root cause analysis process to meet reporting goals. We are seeking a candidate who has leadership potential, is passionate about his / her role and has good general technical understanding to lend to excellence in the iSeries space.

This position is as a liaison between engineering team and Managed Service Provider overseeing the Operations of the iSeries infrastructure environment. Tasks include:

• Providing excellent, customer centric service
• Approving quality infrastructure changes: changes that are formed correctly, completed without change violations and errors and causing no production outages
• Ensuring incident, problem, vulnerability, request, change ticket SLAs are met using Service Now
• Driving SWAT issues – e.g., taking charge, drive decisions, and demonstrating take charge / excellent comm skills
• Following up on all tickets breaching SLA to work consistently on vendor accuracy, speed, and customer service experience
• Meeting with MSP management bi-weekly to drive performance – which entails tracking ticket statistics and trends
• Working with management from other teams to ensure that multi-tower research rapidly moves forward
• Completing audit requests for internal and external audit and/or risk teams.
• Ensuring timely patches and fixes are applied
• Motivating the team toward automation creations and process improvements
• Working well with a global team, leadership/management, other technical and business teams

Responsibilities:

• Risk management – ensuring proper coverage / resources throughout shifts with appropriate numbers and levels of resources
• Leadership of SWAT calls, direction of research, response to questions / reporting during / after the event
• Ensuring that documentation for major SINCs is created, reviewed, acceptable for executive audiences
• Driving the MSP toward continued successful DR capability
• Ensuring that the MSP performs capacity management and forecasting
• Ensuring that the MSP performs configuration management on a timely basis
• Driving the MSP toward root cause analysis with other towers
• Attesting to updates in the CMDB
• Queue / SLA management (overseeing the MSP in this role)
• Trend analysis to highlight opportunities for improvement
• Driving the MSP toward ensuring hot line coverage, on call rotational updates in Service Now
• Driving the MSP toward training and support documentation maintenance
• Onboarding of new MSP members
• Audit response management 
• Metrics / Reporting
• ITSM approvals and compliance updates that may include a variety of meetings and periodic training
• Attendance at change management discussion meetings
• Attending the Change Approval Board (CAB) in support of ServiceNow changes for the iSeries tower.   This includes other CABs such a MCAB.
• Quarterly access review oversight of MSP personnel
• Regular meetings with vendor, NT vendor office, and application teams to maintain / build relationships