Manager Scheduling Monitoring & Quality Management

仕事内容

Purpose

The Manager for Scheduling, Monitoring and Quality Management is responsible for the following areas:

• The Scheduling service environment which includes providing consultation on diverse and/or custom scheduling scenarios, and providing direction on appropriate actions for building and maintaining the day-to-day operations of the batch processing environment.
• The Monitoring service environment which includes the following functions: providing visibility to and monitoring of Sylvamo’s application and infrastructure environments and performing capacity optimization for physical, virtual, and cloud-based systems.
• The Quality Management function, which provides Quality Assurance and Analytics capabilities for Enterprise Technical Services (ETS) as a center of excellence to improve service quality globally.

The primary responsibilities include:
Scheduling:

• Provide novel solutions when scheduling batches for new customers or acquisitions.
• Automate operational business processes.

Monitoring:

• Work to continuously improve ongoing support of the Monitoring Service environment.
• Provide continuous and accurate monitoring of all enterprise components as laid out in the Monitoring Service roadmap.
• Ensure technology and application monitoring of service providers’ functionality is implemented on schedule so that these groups are supported with the appropriate monitoring and alerting.

Quality:

• Collaborate with cross-functional stakeholders (Enterprise Technical Services (ETS), Enterprise Application Services (EAS), Global Business IT (GBIT), and Enterprise Data, Analytics, and Content Services (EDACS), and citizen data scientists) to streamline and automate operational effectiveness.
• Conduct in-depth analysis and predictive modeling to uncover hidden opportunities.

General:

• Establish and maintain collaborative relationships with key IT service providers and managed service providers to manage and optimize the services and support necessary for an effective and efficient IT organization.
• Identify and lead proofs of concept aligned with long-term strategic initiatives.
• Work with managed service providers (MSPs) to design, develop, and deliver data analytics solutions to address critical IT or business processes.
• Partner with industry experts and stakeholders to better understand requirements to find bottlenecks and implement solutions.
• Accountable for operational metrics that are monitored, collected, and reported on time.
• Adopt methodologies to ensure that defects are identified, and quality of service is uninterrupted by technology changes.
• Participate in the Technical Application Services Lead Team.
• Plan, assign, and monitor projects and tasks.
• Complete performance activities and technical reviews of managed service providers.

Key Accountabilities
Operations and Support

• Ensure the development, implementation, and maintenance of effective monitoring and performance systems which enable management, service providers, and clients to readily understand process performance and quality of service.

Strategic Planning

• Maintain good lines of communication within ETS/EAS
• Coordinate frequent reviews of each technology roadmap with the Enterprise Architecture team to ensure adjustments in the overall IT strategy are incorporated into the annual planning cycle.
• Develop goals and strategies for Scheduling, Monitoring and Quality Management Services.

Financial Management

• Lead/participate in IT and business case analysis
• Responsible for managing the ETS Scheduling,
• Manage assets effectively and leverage change and

Leadership

• Communicate effectively and build solid relationships with key customers and other IT groups at appropriate leadership levels.
• Prepare business benefits and financial analysis for the implementation, migration, and support of Scheduling, Monitoring and Quality Management.
• Interface with management to establish priorities, set budget requirements, review performance, and align service delivery with the business direction.
• Work with team members, business partners, vendors, and other IT stakeholders to define, document, and execute appropriate SLAs.
• Assist in the continuing development of a global support model and the implementation of sustainable and repeatable processes.
• Work with service providers to provide 24x7 support of management / monitoring tools in accordance with the SLAs.
• Focus on process implementations/improvements for all supported platforms.

Manage vendor relationships and agreements:

• Work with vendors to ensure service levels are met
• Utilize targeted metrics for reporting vendor
• Manage on-site vendors and their activities,

Knowledge and Experience
no

• College degree in Information Technology or related discipline.
• 5-10 years of experience in an Information Technology management role preferred.
• Experience with underlying operating systems and technologies is a plus.
• Ability to develop and share strategy and vision, goals, and targets, holding vendors accountable for achieving desired business results.
• Experience in Information Technology service delivery management and leadership preferred.
• Adaptive to changing business needs and the ability to work in a variety of different business situations.
• Familiarity with common ITIL processes, including Availability Management, Capacity and Performance Management, Incident Management, Problem Management, Infrastructure, and Platform Management, Change Control, and Monitoring and Event Management.
• Experience dealing within and navigating a diverse political environment for a global, multi-business organization.
• Demonstrated excellence in written and verbal communication skills at the Technical and Management Levels.

1. Scope:

• Day-to-day management of vendor-provided resources in North America, EMEA, Russia, and Brazil
• Approximate Annual Budget of $XMM.
• Service and Support of all IT customers (~7,000) from all locations across the globe.
• Complex vendor management and contract negotiations.
• Sustain quality services at 24x7x365 availability/support for Sylvamo’s global operations.

Competencies:Strength in or proficiency in the following competencies:
Building Effective Teams Business Acumen Command Skills Composure Cross-Cultural Sensitivity
Customer Focus Dealing with Ambiguity Delegation Directing Others Drive for Results
Ethics and Values Innovation Management Interpersonal Savvy Personal Learning Managerial Courage
Managing Vision & Purpose Motivating Others Negotiating Organizing Perspective
Planning Political Savvy Priority Setting Process Management

3.