Sr Manager Infrastructure Services - onsite Miami, FL

Job Description

• Compute and Storage Technical Account Manager to
• Oversee and ensure the seamless delivery of Compute and Storage services, ensuring operational excellence and customer satisfaction
• Manage and improve service levels (SLAs) to ensure high-quality, reliable, and efficient IT services
• Act as the primary point of contact for service-related escalations, proactively addressing and resolving issues
• Monitor service performance, identifying trends and areas for improvement to drive continuous service enhancement
• Team Leadership & Collaboration
• Manage and mentor a team of IT professionals, fostering a collaborative and high-performance environment
• Ensure the team is adequately trained, developed, and equipped to meet service delivery goals and organizational needs
• Collaborate with other teams, departments, and stakeholders to ensure seamless integration and service continuity
• Lead service review meetings with key stakeholders, providing insights, updates, and recommendations on service performance
• Process Improvement & Optimization
• Identify opportunities for process improvement and automation to enhance efficiency, reduce costs, and improve service delivery
• Develop and implement best practices for IT service management, aligning with ITIL frameworks
• Manage incident, change, and problem management processes, ensuring that root causes are addressed, and resolutions are timely
• Service Reporting & Documentation
• Provide regular reporting on service performance, including KPIs, SLAs, and customer satisfaction metrics
• Ensure accurate and up-to-date documentation of service processes, procedures, and service-level agreements
• Prepare and present performance reviews, recommendations, and action plans to leadership and stakeholders
• Customer & Vendor Management
• Build and maintain strong relationships with clients and vendors, ensuring that service expectations are met or exceeded
• Oversee vendor relationships and third-party service providers, ensuring contract compliance and service delivery
• Act as the escalation point for critical issues impacting clients and work to resolve them in a timely manner
  

Qualifications

• 15 years of experience in IT service delivery or IT operations management
• Proven experience managing teams and delivering IT services in a fast-paced environment
• Strong knowledge of ITIL frameworks and service management processes
• Excellent communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels
• Demonstrated ability to manage service performance and implement continuous improvement initiatives
• Strong problem-solving and decision-making abilities, with a customer-centric mindset
  
  

Work Environment

Office environment on-site Miami, FL

If you are an applicant from the United States, Guam, or Puerto Rico

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