10 months ago
ROLE AND RESPONSIBILITIES
Overall responsibility for managing the effectiveness of the technologies leveraged by the Capacity and Automation CoE group. Understands how each of the tools and technologies operate and contribute to the effectiveness of the group's mission. Undertakes planning activities to ensure all technologies are current, compliant, operational and configured to meet business needs.
It will also be necessary to understand how all the technology tools fit together and looking for ways to simplfy the footprint while always making sure the products are always compliant, stable, supported and configured properly.
Managing the technologies includes working to improve the methods and processes used to make sure technology issues are never the reason for impacting delivery in a cost effective manner. Multiple ways of procuring products as well as managing resources will need to be leveraged. There may be times when it makes sense to manage products on premise and other times where cloud-based solutions are the best. Staff will be a combination of employees and contractors, including offshore, run in staff augmentation or managed services models.
This role will be part of a leadership team that supports and complements the responsibilities of the Capacity & Performance and Service Quality Monitoring & Automation mangers and their respective groups.
Day-to-day responsibilities include:
Strategy and Development
Contribute to the creation and implementation of best practice Capacity Planning and Automation vision, strategy, policies, processes and procedures to aid and improve operational performance
Ensure that the Delta standards and procedures are adopted and implemented
Consult with other technology groups to ensure project or product integrity
Monitors metrics, problems, trends, etc, in order to deliver reliable solutions, required process changes, etc that will make the organization more efficient
Keeps abreast of industry trends through benchmarking, participation in professional associations etc in order to lead the strategic business direction
Communicate the Departmental leadership vision/strategy
Responsible for tool and technology management and administration for development of these Capacity, Monitoring and Automation services in the organization
Lead tool planning and execution activities ensuring delivery against operational requirements and which optimize efficiency and costs
Refine systems and methods to continually improve plans so that the organization can better anticipate customer needs
Assess existing staffing and technology delivery models to ensure best in class techniques are being used.
Ensure that all tool budgets are accurate and tools stay at supported levels with adequate infrastructure to deliver their needed purpose.
Analyze specifications and capacity and undertake appropriate calculations to estimate job requirements in terms of labor, tools, materials and resources
Ensure that the right tools and processes are in place to deliver effective capacity planning and performance monitoring across the organization
Review data and trends and diagnose problems and concerns
Contribute to the improvement initiatives that optimize tool coverage and effectiveness.
Utilize knowledge and research methods to benchmark best-in-class solutions being used to deliver group's objectives.
Responsible for daily administrative tasks and projects which include technical support, point of contact for issues, creating reports, monitoring service levels, interface for customer services issues, etc.
Establish and maintain project charter for multiple projects
Ensure that all project budgets account for any tool and support growth the project drives.
Establish and follow project accounting processes and procedures to effectively track, record and control project expenditures, and submit required project financial reports
Assist in certifications of new or revised products
Responsible for reviewing and approving enterprise changes and additions and supporting Enterprise Change Management for all tool changes.
Supervision of the Tool Administration team, including coaching, providing direction, staffing, delivering reviews, setting aligned objectives, time reporting, etc.) of direct reports' overall performance
Ensure that any new projects allocated are professionally defined with particular emphasis on risk assessment, work break-down structure, scheduling, and resources
Coordinate activities with internal/external technology owners/service providers
Manage people and technology to follow the established strategic direction
BS/BA, preferably in a technical or scientific field
Six or more years of experience in a large scale IT environment with a large part of it within an IT Systems and Operations discipline.
Strong leadership ability with a track record of developing people and achieving challenging objectives
Strong technical and non-technical communication skills
Fosters open communication by encouraging the expression of ideas and opinions
Assures smooth flowing, timely transmission of critical information
Oral and written communication is well organized, clear, accurate, grammatically correct, and is adapted for the target audience
Listens to others without interrupting
Seeks clarification and confirms shared understanding when communicating
ADDITIONAL "NICE TO HAVE" REQUIREMENTS
The ideal candidate will possess the above as well as an MBA or applicable experience
Experience managing a team of 10+ employees
Experience leveraging offshore resource models including both staff augmentation and managed services.
A good understanding of IT Service Provision and qualifying factors in order to assess how customer requirements will effect delivery
Holder of ITIL Managers Certificate in IT Service Management or equivalent experience
Sees ahead clearly; can anticipate future consequences and trends accurately;
Has broad knowledge and perspective
Is seen as a thought leader on technical issues, stays ahead of technical developments in field
Knows what new technologies will help the business
Airline industry knowledge is a plus