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Regional Infrastructure Delivery Manager
Munich Re
Amelia, OH, United States
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Job Description
Please note this position reports to Jason Aichele.
The Regional Delivery Manager position is responsible for operational management oversight for specific services with the outsourcing vendors. This position governs vendor service level performance on a daily basis to ensure key operational performance indicators are met. This Sourcing position requires strong technical knowledge of technology disciplines, and how these technologies interact within the overall IT landscape. The position requires service level management skills and ability to translate technical requirements for sourcing solutions to be delivered.
• Manage operational oversight of vendor performance for specific services delivered by the vendor.
• Review overall key performance indicators for services that are defined on a daily basis
• Perform key escalation of issues when operational issues occur to management and with the vendor
• Drive the vendor and support teams to resolve the problems as per service level agreements
• Develop new and changing technical operational requirements for sourcing solutions or operational practices to be developed or adjusted
• Support the development of Sourcing provider Statements Of Work, and analyze and present vendor solutions to Americas IT key contacts
• Support the audit processes as required
• Provide support to projects assigned by management
• Oversee Sourcing vendor provided operational services in one or two of these specific areas as defined by management:
• Windows Linux systems implementation and operation
• Mainframe systems
• Network implementations and operation
• Internet and WWW technology implementations
• Storage Solutions and Storage implementations
• Client and Mobility
• Collaboration services
• Cloud services
• Devops
• Support disaster recovery activities as required.
• Develop procedures internal delivery procedures in managing the vendor
• Ensure adherence to company policies and procedures
Qualifications
Required:
• High school diploma or equivalent
• Specialized training related to computer systems
• BA/BS degree in Computer Science, Information Systems or related field and/or relevant experience is required
• Minimum of 7 years' experience in supporting an enterprise IT infrastructure services
• Position required knowledge of various IT technical areas and disciplines for multiple services with associated contracts
• 3-7 years of technical skills in areas listed below
◦ Experience with enterprise operating systems (Linux, VMware and Windows)
◦ Experience in infrastructure management platforms and with application architecture
◦ Knowledge of networking environments (e.g. TCP/IP networking, communications protocols, Routers, Firewalls, Switches, Routing, Vlans, Load Balancers).
◦ Knowledge in implementing and supporting complex DMZ environments
◦ Knowledge of scripting in support of automation and cloud services
◦ Foundational understanding of cloud services
• Demonstrate internal technical knowledge to assist the vendor to solve most challenging technical problems under extreme time pressure
• Excellent oral and written communications skills to a wide range of audience (e.g. users, stakeholders, MR IT management and staff)
• Strong vendor management skills
• Ability to present technical aspects to management to drive decisions
• Demonstrated project management skills for small to medium technical projects
• Understanding of service based IT management concepts Strong customer service skills
• Independent work ethic. Does not need detailed task list to accomplish objectives.
Desired:
• 3-5 years managing IT Enterprise vendors dealing with service level structures
• 3-5 years of experience with IT control frameworks is a plus (i.e. COBIT, SOC 1-2)