Manager, IT Hosting Services
ITT Inc.

Job Info

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Position Summary

The Manager of Hosting Services' role is to focus on all operational and strategic aspects of ITT's global hosting services, including managing staffing requirements, optimizing processes and technology, and ensuring a highly available service offering. A qualified individual will be accountable in providing leadership to develop, manage and lead execution of a multi-year roadmap of covering all data center services leveraged by the global enterprise.

This person will also work closely with individuals at all levels of the information technology organization and business partners (executives, peers, staff members, individual contributors, cross-functional team members) in order to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the global organization.

Key to this role is the oversight and streamlined operation of the hosting services to ensure it aligns with the business objectives of the organization. This individual will plan, coordinate, direct, and design all operational activities of the data center services team, as well as provide direction and support for IT solutions that enhance mission-critical business operations.
Essential Responsibilities

Strategy & Planning

• Consolidating infrastructure (on-premise, hybrid and cloud) within and across regional data centers.
• Formulate and deploy long-term strategic plans for acquiring and enabling efficient and cost-effective information processing and communication technologies.
• Manage IT department operational and strategic planning, including business requirements, project planning, and organizing and negotiating the allocation of resources.
• Work with stakeholders to define business and systems requirements for new technology implementations.
• Work with different business units at the director level to align business and IT.
• Ensure the efficient utilization of IT resources - including personnel and equipment - across multiple global locations.
• Oversee all reports and documentation related to network and systems operations.
• Develop global maintenance schedules for network and systems equipment.
• Facilitate system feasibility studies and testing.
• Examine, refine, and develop the existing monitoring and response metrics.
• Ensure best practices are established for effective problem resolution for a high availability, 24/7, global environment.
• Develop, implement, and maintain all key global functional policies and procedures, including those for network architecture, data centers, standards, purchasing, monitoring, and service provision.

Operational Management

• Practice asset management for IT hardware, software, and equipment.
• Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions across multiple global locations.
• Ensure change management practices conform to organization-wide standards.
• Establish and maintain regular written and in-person communications with the organization's executives, department heads, and end users regarding pertinent IT activities.
• Define and communicate project milestones, service level agreements, and resource allocation to executive team, department leads, support staff, and end users.
• Develop and review budgets for and from IT department divisions and ensure they comply with stated goals, guidelines, and objectives.
• Review performance of IT systems to determine operating costs, productivity levels, and upgrade requirements.
• Benchmark, analyze, report on, and make recommendations for the improvement of the IT infrastructure and IT systems.
• Develop bid requirements for all hardware and software upgrades, reviews submitted bids for compliance with stated requirements, and makes the appropriate award.
• Authorize and oversee the deployment, monitoring, maintenance, development, and support of all hardware and software based on department needs.
• Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
• Direct research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts.
• Develop and implement all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision.
• Oversee negotiation and administration of vendor, outsourcer, and consultant contracts and service agreements.
• Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.

Technology Management: Support a geographically diverse global organization utilizing some or all of the following subject matter areas

• Conduct research on network products, services, protocols, and standards to remain abreast of developments in the networking industry
• Plan and implement any improvement, modification, or replacement of network infrastructure components
• Develop and implement policies, procedures, and associated training for network resource administration, appropriate use, and disaster recovery
• Create and maintain documentation as it relates to network configuration, network mapping, processes, and service records
• Develop, implement and maintain policies, procedures, and associated training plans for network administration, usage, and disaster recovery
• Train and mentor junior engineers and other members of the network team

Acquisition & Deployment

• Manage the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including networks, data centers, servers, PCs, operating systems, and associated hardware.
• Define global data center short and long-term strategies to ensure global infrastructure capacity meets current and future requirements.
• Approve purchase of equipment and supplies in order to meet operational requirements of the business.
• Analyze existing operations and make recommendations for the improvement and growth of the network infrastructure and IT systems.
• Conduct research and remain current with the latest technologies and solutions in support of global infrastructure procurement efforts.
• Develop requests for proposal.

Vendor/Solutions Management:

• Responsible for working with vendors to utilize and integrate systems and solutions as well as working to implement new features and functions as directed.
• Participate in vendor contract negotiations
• Interact with vendors on solutions development

Position Requirements

Formal Education & Certification

• University degree in the field of computer science or information systems and 7+ years related experience managing or directing a multi-tenant hosting environment with a global customer base, OR equivalent work experience.
• Certifications related to ITIL, COBIT, VBLSS, Black Belt, etc. are a plus.

Knowledge & Experience

• Strong technical knowledge of technologies including Windows & Linux server operating systems, Hyper-V & VMWare virtualization, multi-vendor tiered storage, cloud technologies, backup technologies, Microsoft SQL database hosting, (AS/400 a plus).
• Experience in designing and managing Azure workloads.
• Strong technical knowledge of server chassis hardware, communication protocols, configuration standards, systems management tools, etc.
• Proven experience in building and managing virtual teams.
• Proven experience in Global IT infrastructure strategy planning and development.
• Experience leading an organization which provides outsourced services is a plus.
• Proven experience in global management of both infrastructure services and staff who manage those services.
• Previous experience or ability to apply data privacy practices and laws in multiple countries.
• Experience in successfully using project management tools to execute large scale global projects. Strong understanding of project management principles.
• Strong understanding of human resource management principles, practices, and procedures.
• Strong written and communicational skills with emphasis on communication skill across regional / cultural boundaries.
• Proven experience in IT infrastructure strategic planning and development, project management, and policy development.
• Experience with systems design and development from business requirements analysis through to day-to-day management.
• Strong business acumen as it related to business processes, general management, budgeting & office operations.
• Superior understanding of the organization's goals and objectives.
• Demonstrated ability to apply IT in solving business problems.
• In-depth knowledge of applicable laws and regulations as they relate to IT.
• Solid working knowledge of software licensing agreements.

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