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Company (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Company delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Company has long defined the modern work experience. Learn more at Company website and explore our commitment to diversity and inclusion.
For this specific position, the Service Delivery Portfolio Manager role provides a single point of contact for IT support services that span XDX mainframe operations globally, inclusive of vended workload hosted at the Copenhagen, Denmark data center servicing European operations and the Norwich, Connecticut data center hosting North America workload and associated services. This position is a senior operational leadership role with overall accountability for about 136 mainframe applications, associated platform services, staff management and budget responsibilities.
From a mainframe applications support perspective, the Portfolio Manager governs supplier delivery and leads internal support staff to ensure that critical services are delivered to all users of mainframe applications within contracted levels, inclusive of the following; application maintenance and enhancements, user support, applications continuity, critical supporting services such as incident, change and problem management, database management, task, demand and release management and associated metrics reporting.
From a mainframe compute perspective, the Portfolio Manager governs supplier service delivery and leads internal support staff insuring that all critical compute services are delivered in compliance with contracted levels, inclusive of: software management, capacity and configuration management, technology refresh planning and deployment, incident, problem and change management, technical operations support, audit compliance, disaster recovery drill execution, service level management and reporting.
The individual will work in close coordination with XDX colleagues and other Company organizations in order to ensure alignment of service levels, efficient resource utilization and capacity planning.
Responsible for mainframe strategy development, deployment of service delivery resources and oversight of operational facilities, responsible for IT service delivery governance.
Authorizes organizational policies governing the conduct of management of change initiatives and standards of professional conduct including procedures covering the selection of suppliers, tendering and procurement.
Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. Determines service level requirements, negotiates, agrees service levels implementations, and ensures that service delivery monitored and all relevant information recorded and analyzed.
Diagnoses service delivery problems to identify actions required to maintain or improve levels of service and then initiates or delegates required actions to address. Initiates or refers required actions. Ensures that appropriate action is taken to investigate and resolve incidents and problems in systems and services and ensures that such incidents and problems are fully documented within the relevant reporting systems and coordinates the implementation of agreed remedies and preventative measures.
Maintains a broad understanding of the commercial IT environment, how XDX sources, deploys and manages external partners and when it is appropriate to use in-house resources. Assists in the development of and manages the execution of contracts with suppliers to meet key performance indicators and agreed targets. Is responsible for the day-to-day service delivery liaison between XDX and designated suppliers. Ensures that supplier performance is properly monitored and regularly reviewed. Advises on policy and procedures covering the selection of suppliers, tendering and procurement.
Taking into account current and future trends, contributes to process structure at the highest level with respect to full range of matters including operations, hardware and software procurement, operational Risk compliance, staff development and rewards and choice of methods and standards.
Provide input for Continual Service Improvement for the organization
Responsible for Financial outlook and planning activities
Adapts and executes functional or departmental business plans and contributes to the development of organizational strategies. Anticipates internal and/or external business challenges/regulatory issues
Decisions are guided by functional strategies and priorities. Position scope spans international accountability.
Minimum Bachelor's Degree Bachelor’s Degree or master’s degree (preferred) Computer Science, Information Systems, Business Administration, Contract Administration, Finance, or other related field or equivalent work experience.
Preferred Master's Degree Bachelor’s Degree or master’s degree (preferred) Computer Science, Information Systems, Business Administration, Contract Administration, Finance, or other related field or equivalent work experience.
Skills, Knowledge, and Abilities:
15-25 year work experience focused in a mgmt. role supporting the development or support of a significant portfolio of applications (COTS & Custom); At least 10 years of experience focused on Application Service Operations & Support Functions.
Experience with key mainframe technologies:
Hardware: IBM z-Series processors; Hitachi (HDS) storage systems
Software: IBM z/OS operating systems, IMS, DB2, MQ-Series, Oracle DRDA, Websphere, TSO, ACF2, RACF, CA and BMC technologies
Working knowledge of common desktop tools: Word, Excel, PowerPoint, Outlook, Skype, Service Now, Webex
Prior Experience working for US/European based companies
Involved in setting up Global In House Centers for US/ European companies for Application Service Operations and Support functions; Experience building organization from the ground up
Must have expert level background in running large mission critical IT mainframe operations environments leveraging industry best practice methods
Experience in leading Global Teams with key interactions to customers located in Europe and US; Team sizes of over 100-200 vendor resources plus internal staff
8+ years with P&L responsibilities including oversight of high-budget projects
Previous experience driving continuous cost optimization programs through automation portfolios that reduce standard incidents and requests
Displays good interpersonal skills at all levels of contact and in a variety of situations
Able to understand and communicate the potential impact to the business if key disruptions occur
Takes initiative to keep personal and subordinates’ skills up to date and to maintain awareness of and in area(s) of expertise
Managing talent in accordance with service delivery model
Demonstrates knowledge of IT standards
ITIL v3 certification
Excellent verbal and written communication skills required to document and report on defects and other software issues as well as create RFP and related contractual documents
Proven ability to quickly learn new products and processes.
Work with the IT and Business Teams to resolve incidents
Able to work in high pressure environment
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