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Anaheim

    Manager, IT Operations - Anaheim, United States - Isuzu North America

    Isuzu North America
    Isuzu North America Anaheim, United States

    1 week ago

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    Description

    JOB SUMMARY:


    Plans and coordinates enterprise management personnel and oversees all other MIS Enterprise Management Services related activities in support of Isuzu's business.

    Develops strong working relationships with all Isuzu companies, understanding their function, business, environment, and needs. Monitors and audits Isuzu's MIS expenses and budgets. Monitors and procures operational supplies. Works closely with MIS executives on strategic planning activities for future Isuzu business.

    Principal Duties & Responsibilities


    Manages requests received from Isuzu's users and other business partners either as planned/approved or as ad-hoc hardware, software, services, maintenance, etc.

    Reviews and evaluates requests and ensures availability of applicable budget.

    Provides approval or denial on a timely basis and oversees fulfillment/deployment of requested products and services through the IT service provider.

    Manages the fiscal year MIS budget and expenses to ensure compliance with approved budget.

    Reviews the budget/expense performance for MIS on a monthly/regular basis, identifies and makes corrections to errors in expense postings on reports and initiates corrective actions to address any budget/expense related conditions that may cause potential over-runs in certain areas of MIS budget.

    Manages the processing of all IT related invoices from service provider(s).

    Ensures each invoice is supported by approved services agreement or statement of work for contracted products and services for approved amounts on purchase orders.

    Manages Desktop Services and Desktop/Laptop Refresh areas to ensure that services provided meet established service level agreements and within the approved budget on a regular basis.

    Addresses service issues and concerns with provider's management staff. Monitors service desk performance metrics, identifies areas for improvement, and implements best practices to enhance efficiency.

    Creates, reviews and updates Master Service Agreement, statement of work and other services agreement documents for infrastructure related services and projects.

    Assists in the development and implementation of business continuity and disaster recovery plans. Interacts and negotiates with vendors, outsourcers, and contractors to secure system-related products and services. Manages and enforces the service provider's service level compliance on all infrastructure and operations related services. Ensures service provider's compliance with software licenses and hardware assets are maintained accurately on a consistent basis.

    Manages the inventory control responsibilities for all forms and consumable items that are used in Data Center Computer Operations and at the Isuzu Parts Distribution Centers.

    Ensures appropriate on-hand and on-order supply of all forms that are used in the Data Center and at the PDC's.

    Manages the processing of purchase orders (PO's) requested through IT's service provider(s); preparation and submission of budget requisition requests; coordination with MIS/IT department management staff to ensure requests and PO's contain all of the requisite, approved, statement of work)/service agreement documents before processing and issuing the PO's in a timely manner.

    Manages the administration of all IT related contracts in the contracts database through Isuzu's IT service provider.

    Ensures all contracts for professional services, hardware and software licenses and maintenance and other miscellaneous types of IT contracts are maintained/updated in the contracts database on a timely basis.

    Drafts, reviews/edits and approves announcements/communications to be posted on various portals, such as ICS, PT Warranty Portal, ISUZUNA Portal, etc.

    and sends via email to inform the applicable Isuzu associates and business partners of scheduled or unscheduled IT-related outages for such items as maintenance and software/system updates/upgrades through the service provider's Service Desk management and staff.

    Performs miscellaneous job-related duties as assigned.


    ORGANIZATIONAL RELATIONSHIPS

    Reports to:
    Director, MIS

    Education, Experience & Training

    Bachelor's degree; in computer science, information systems, or computer engineering; certifications (i.e. CNE or MCSE/MCIP) desirable
    Minimum five years of experience in information technology roles requiring a strong understanding of service level delivery management, enterprise applications (particularly SAP, desktop support, voice communications, security, problem (incident) management, and change management
    Minimum two years of experience in direct accountability for an outsource service contract (or sizable SOW) with a successful service level management program in place


    KNOWLEDGE
    Working knowledge of business administration, business processes, management practices, budgeting, capacity planning, regulatory compliance requirements, and contract management
    Knowledge of computer systems, desktop and enterprise computer systems, networks, software applications, phone systems and client devices
    Solid understanding of each phase of the product lifecycle

    SKILLS & ABILITIES

    Excellent written and verbal communication and presentation skills
    Ability to lead, organize and motivate people to accomplish goals while creating a sense of order and direction
    Ability to identify actions necessary to complete tasks and obtain results; technology and vendor decision making abilities
    Ability to prioritize and complete tasks to deliver desired outcomes within allotted time frames; effectively execute tasks in a high-pressure, multi-tasking environment
    Ability to develop project plans, specify goals, strategy, staffing, schedules, risks, contingency plans and allocation of available resources
    Ability to interact with others in a positive manner, speak as both technical professional and business leader, and present complex technical ideas using business savvy and user-friendly language
    Ability to affect others' actions, decisions, opinions, or thinking; lead outsourced vendors and managed services
    Ability to readily modify, respond to, and integrate change with minimal resistance
    Exceptional analytical, conceptual, and problem-solving abilities


    PHYSICAL STANDARDS
    The employee must be able to access, enter, and retrieve data using a computer.

    This is primarily a sedentary position in a controlled office environment which requires only occasional reaching, stooping, and lifting of office files, reports or records, typically weighing 5 lbs.

    or less.

    Management Responsibilities

    Interprets and executes policies that typically affect subordinate organizational units. Recommends modifications to operating policies.
    Responsible for managing staff function or heads a centralized functional activity.

    Accomplishes results through lower levels of supervision or through experienced exempt levels of employees who exercise significant latitude and independence in their assignments.

    Monitors work operations on a daily basis and actively assists, or provide direction to, subordinates as required. May perform, especially in staff or professional groups, ongoing tasks of organizational units. May function as an advisor on all projects and tasks assigned to the organizational units under supervision.

    Frequent contacts with inter-organizational and outside customer representatives at various management levels concerning operations or scheduling of specific phases of projects or contracts.

    Conducts briefings and participates in technical meetings for internal and external representatives concerning specific operations.

    Pay scale for this position is between $110,787 to $141,254. The actual compensation will be determined based on experience and other factors permitted by law.

    #INAC

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