IT Infrastructure Senior Service Delivery Manager - Remote

Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We're here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we're there. And through it all, we deliver confidence with the right solutions in moments that matter.
Summary:
The incumbent in the IT Infrastructure Senior Service Delivery Manager role manages the teams Service Owners overseeing the portfolio of engineered Infrastructure products delivered to DFIN. This incumbent is responsible for overall configuration management development and maintenance throughout the lifecycle of engineered products. The team is responsible for Infrastructural support and oversight of operational IT services provided to the business. The incumbent leverages close collaboration with peers to identify opportunities for improvement and driving operational efficiency through the Service Owners. As such, their remit includes implementation of the standards, both configuration and operating procedures. The position requires strong knowledge and considerable hands-on experience with Information Technology Infrastructure Library (ITIL) processes, Configuration Management, and IT Operations Management (ITOM) procedures. They play a critical part in ensuring the current and future stability of the DFIN infrastructure so that it can support business growth and profitability through data analysis and information provision to leadership.
The IT Infrastructure Senior Service Delivery Manager needs excellent communication skills and must be able to work collaboratively with internal clients and other technical colleagues. Individuals work across functional areas of DFIN and use a strong customer service mindset to ensure that projects, requests, and incidents are resolved in a professional manner. They share their expertise and provide individual training and support when appropriate. Service Owners work with other technical staff and vendors to provide IT services to DFIN and our customers.
Responsibilities:

• Define and deliver team structure and roadmap to efficiently deliver services in alignment with DFIN IT Leadership vision
• Define and deliver SLO / SLA structures to stakeholders, tracking MTTR and availability
• Manage teams overseeing portfolio of Infrastructure engineering services which provide the required functionality for DFIN IT services, including effective time reporting and goal tracking
• Collaborate with Architects to develop and implement technical standards and roadmaps
• Drive consistency and coherence across the full set of Infrastructure standards and roadmaps
• Implement and maintain a DFIN IT technical catalog of services provided
• Ensure alignment of infrastructure configuration management with application engineering, Security, ITG, and other stakeholders
• Ensure that stakeholders understand Infrastructure Service Delivery portfolio and roadmap
• Coordinate and work on multiple cross-functional initiatives and projects
• Participate in short- and long-term project efforts with stakeholders and IT groups
• Create and maintain detailed documentation
• Maintain and adhere to DFIN technical standards, policies, and procedures
• Coordination and collaboration of Service Ownership initiatives including automation
• Maintain effective relationships with vendors, MSPs and VARs, including licensing position
• Act as escalation point for incidents and Major Incident resolution

Responsibilities Continued:
DFIN IT Infrastructure Service Delivery oversees:

• Citrix / VDI infrastructure (XenApp / Desktop)
• Asset Configuration (Standards) and maintenance (Manufacturer / 3rd Party vendor)
• Load Balancer management / oversight (NetScaler)
• Storage management / oversight (Dell/EMC, Pure, Isilon)
• Database management / oversight (Oracle, SQL Server)
• VMWare management / oversight (ESXi 7.x)
• OS management / oversight (Linux, Windows)
• Backup management / oversight (NetBackup, Rapid Recovery, Rubrik)
• Certificate management
• Active Directory management
• File Transfer management (Acronis, Cerberus, GlobalScape)

Qualifications:
The ideal candidate has 10+ years of experience with mid to large-sized companies (500+ associates) and has demonstrated:

• Bachelor's degree in engineering, computer science, information systems or similar or equivalent experience
• 5+ years experience developing infrastructure standards and roadmaps
• ITIL v3 or v4 certification.
• ServiceNow experience or ITSM experience
• 5+ years experience managing large teams with varied skillsets

Preferred skills:

• Passionate about customer service, user experience, and being an example for the greater team
• Passionate about Service Delivery and exceeding delivery expectations
• Ability to successfully balance multiple simultaneous demands & self-adjust to meet shifting priorities
• Excellent oral and written communication skills
• Familiarity with the financial services industry is desirable but not required
• COBIT and PMP certifications a plus
• Strong proficiency in Microsoft Office Suite

It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status.
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