*main purpose*:
the devops & services manager is responsible for developing and delivering devops practices and end-to-end services of the infraestructure & security area and other it areas, including the vendor management office service to manage the it vendors.
the role is accountable for designing, building, pricing, and enhancing the service, as well as service delivery and cost recovery.
the role also works with the ou it leadership and bls, to understand the business outcomes and needs, also with architects, technology brokers, and external service providers to understand the underlying technologies.
the devops & services manager tracks service kpis to drive ongoing improvements in service delivery performance and devops practices and foster the collaboration and communication between the different areas of it to keep a quality service.
*main responsabilities*:
strategy
- point of engagement for demand planning and demand management conversations with business partners (ou it leaders, bls and enterprise architecture) around their needs for a specific service or devops practice.
- defines and develops the service strategy for one or more services in the integrated services group of it.
- defines the devops practices strategy and fosters the adoption of this philosophy between the areas of infrastructure & security, solutions and scrum teams.
- develops an annual strategy to develop and enhance the services and devops practices and updates the technology plan.
- understands it service cost drivers and connects cost of service to consumption drivers.
- sets price for services based on an understanding of the benchmark service level and price for service in the industry.
- reviews business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization.
- offers innovative solutions that meet customer needs while remaining cost effective.
- innovates constantly through the inspection of the current services to analyze possible cost reduction through automation and implementation of new practices and technologies or the implementation of new technology for new services.
- attends industry events and trade exhibitions to learn about cutting edge product releases and news.
- meets with enterprise architect and service architects roles to discuss impact of new technologies and the architecture roadmap.
operation and support
- accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
- ensures that service systems, methodologies and procedures are in place and followed.
- provides guidance, support, and coaching to his\her staff.
- collaborates with it teams to support strategic projects.
- contributes to enhance services by improving slas
- interacts with technology brokers/vendor managers to identify and evaluate new technology products for their services
performance & monitoring
- monitors service delivery; ensuring systems, methodologies and procedures are in place and followed.
- ensures service descriptions and service-level agreements (slas) for specific services to the organization's service catalog.
- defines slas and metrics to meassure the performance of the area.
(services and compliance).
- monitors and reports the metrics and service levels of it services to cio and it leaders.
- creates improving plans to meet slas.
- support regulatory compliance with enterprise security policies.
- keeps abreast with evolving industry trends and works to implement best practices in the organization.
- analizes current technology environment to detect deficiencies and recommend solutions for improvement.
- provides service performance reports at agreed schedule.
vendor management
- negotiates outsourcing contracts.
- manages the outsourcing contract to obtain the best comercial conditions for the company.
- establishes and maintains solid working relationships with peer departments and vendors to ensure that the service teams meet service-level agreements.
- negotiates new services on the outsourcing contract for new demand and support.
talent management
- manges the talent cycle of every talent of the area.
- manages administrative requests/proposal (vacations, loans, payroll, flex times, travel expenses, etc.) from direct reports.
- coaches and supports direct reports.
- defines and establishes annual objectives for the position and direct reports.
- evaluates talent performance.
- builds career paths for direct reports.
- monitors career paths for direct reports.
- establishes a career plan for its own.
- ensures a follow up of its career plan with his\her leader.
- keeps a grow mindset and self learning.
education and experience
- bachelor's degree in information technology or related field.
- bilingual: fluent in spanish and english.
- 3-5 years of experience on it service delivery, direct business engagement, and multiple technology domai