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Manager Infrastructure Service Delivery

Palatine, IL

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Summary

The Manager Infrastructure Service Delivery (ISD) is accountable for establishing and maintaining a continuous service improvement program to ensure IT operations effectiveness. Under the guidance of the VP IT Infrastructure, this role will be responsible for maintaining a global IT infrastructure support strategy across all towers that ensures total global coverage, service levels appropriate for Weber business operations, effective governance of infrastructure partner relationships, and the development of global performance metrics to ensure consistent delivery of quality IT operations services.

The Manager ISD will be critical to the maintenance of Weber’s IT Service Management program based on the ITIL best practice framework including the design, implementation, and education program for the core ITIL processes (Incident, Service Request, Problem, Change, Configuration, and Release Management). This role will have accountability for the Problem Management process and for the mapping of IT applications and infrastructure for all business critical applications laying the foundation for the Weber Configuration Management Database (CMDB).

Essential Duties and Responsibilities

  • Reassess and improve upon the global IT infrastructure support strategy ensuring global coverage, appropriate responsiveness, and expertise via a hybrid model including Weber IT employees, contractors, and sourcing partners.
  • Oversee activities for sourcing governance, including performance metrics, to ensure maximum partner performance and continuous improvement.
  • Evaluate, select, and manage transition of key global IT partners; once established, manage performance of those partners against Weber business needs and contractual obligations.
  • Be a catalyst for IT infrastructure and operations globalization by developing, educating, and driving global adoption of IT operations best practice processes, tools, and measures.
  • Design, implement, and manage a process for ongoing use of IT Operations performance reports.
  • Gauge current business satisfaction in IT services; develop and execute actions to improve end-user experience, better align IT with business needs, and drive up satisfaction metrics.
  • Launch and maintain the Weber IT problem management process and program. Conduct root cause analysis workshops and ensure momentum remains constant towards working problems such that recurring incidents and critical performance issues are driven out of the environment.
  • Lead the effort to develop end-to-end mappings of technology enabling business critical systems by coordinating the cross-functional effort including Applications, Digital, and Infrastructure in North America, EMEA, and APAC. The objective is to comprehensively map the Weber technology landscape for linkages to be imported into the CMDB.
  • Manage communications for service delivery interruptions. Partner with team members to determine action plans for workarounds (if necessary) to restore service. Follow up with plan to permanently fix issues if a workaround was utilized. 

Education and/or Experience

  • Minimum 5 years of experience in ITSM management.
  • IT Infrastructure CAB experience is required. Global experience is a plus.
  • Practical knowledge of ITIL best practice process framework for IT Operations.
  • Ability to develop, interpret, and act on IT Operations performance metrics.
  • Demonstrated ability to confidently present and interact with high-ranking business leaders.
  • Experience working with virtual teams including leaders and associates that do not report directly to this individual. Experience developing and maintaining distance working relationships.
  • Experience managing global IT sourcing relationships.
  • Strong orientation to business processes and systems in a manufacturing environment.
  • Considerable interpersonal skills are required to deal with the personnel situations arising with IT staff working under tight deadlines and considerable pressure.
  • Previous management experience of multiple medium to large scale infrastructure and applications projects, large scale business initiative projects and working with internal and external partners.
  • Exhibit excellent analytical skills, the ability to manage multiple projects under strict timelines, as well as the ability to work well in a demanding, dynamic environment and meet overall objectives.
  • Project management skills: financial/budget management, scheduling and resource management.
  • Experience with contract and vendor negotiations.
  • High degree of initiative, dependability and ability to work with little supervision.

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