At OneAmerica, we deliver on promises when customers need us most. We believe the best way to serve our customers is to know that every individual, employee, family and business we work with has unique personal and financial goals. We keep our promises, so we can help them achieve their goals and realize their definition of financial success.
Responsible for managing multiple areas of IT Infrastructure and Operations. The Director will also be responsible for the Disaster Recovery organization for OneAmerica.
The incumbent will lead a robust organization and partner with key stakeholders to drive IT Operations activities against defined timelines and metrics. The role will define and implement effective methodologies, establishing a stable framework to support the delivery of business outcomes.
The Director reports to the Vice President, Infrastructure, Operations and Cloud and interfaces regularly with other members of the IT and overall enterprise leadership staff. The incumbent plays a key role in the division by providing a reliable leadership presence and role modeling company values to the organization more broadly.
HR and operational oversight of Service Delivery Managers (SDM) responsible for the Infrastructure towers: Network, Voice, Middleware, Database, Storage and Disaster Recovery.
Overall ownership and management of outsourced partner infrastructure and operations practice and functions. Network, Voice, Middleware, Database, Storage and Disaster Recovery.
Drive innovative thought in the specific areas of responsibility for the future, by implementing standards and industry best practices.
Lead the Disaster Recovery practice for OneAmerica. Aligning key functions, stakeholders and partners to industry best practices and continuity.
Participate in Incident response and resolution to ensure proper diligence, cadence and operational improvements
Responsible for 24x7x365 Operations practice, including on call rotations and resolution of issues in key areas of responsibility.
Ensure SLAs and contractual KPIs are maintained
Pareto analysis and regular operational reporting
Ensure proper follow and problem management cadence on areas of responsibility.
Heavy focus on continuous improvements across infrastructure and 24x7x365 uptime.
Manage external 3rd party vendors that are in support of IT Infrastructure Operations areas (both managed service agreements and staff augmentation agreements) – perform day to day oversight, contract negotiation and execution, ensure vendors are meeting SLA and reporting requirements
Understand and manage contract discussions with managed service provider on an ongoing basis.
Management of area budgets and financial reporting
Manage, mentor, and develop the IT Operations team, including 1-on-1s and self-evaluation reviews.
Direct the management, implementation, and reporting of projects within the IT Operations area: develop timelines, manage resource planning, and identify potential bottlenecks.
Provide frequent and transparent updates, manage client expectations, and keep all stakeholders informed of the progress of all projects.
Partner with Architecture and Engineering
Effective communication to relevant levels of the organization on IT Operational updates, asks, accomplishments and blocks, assessing and managing impact to stakeholders
Manage issues and risks, escalating as appropriate
Lead by example to have team think creatively and work ‘smartly’, identifying and solving for top business needs, enhancing and showcasing the value of areas owned
Data-driven improvements using trends around Triage, Chat Support, and productivity targets to further enhance the customer and agent experience
Engagement to support business needs and leadership requests to support the business
Awareness and inclusion of industry trends around customer support, customer and agent experiences, and performance enablement innovation
Create training strategy that allows us to quickly train IT Operations team members on fundamentals, best practices, and lessons learned.
Participate in external industry stakeholders and peer groups.
Develop and coach a high performing team.
Provide EWA leadership – empowerment through forming and following OAWays, creating experiences that lead to the right beliefs, actions and results for the organization, and clarifying decision making authority.
Serve as a champion for organizational change initiatives.
• 10+ years of progressively responsible experience
• 7+ years' experience in an Infrastructure and Operations Leadership role
• 5 or more years leading a Delivery organization
• Proven experience managing an outsourced delivery partner
• Proven experience in developing a highly performant team with a transformational mindset and the ability to deliver large scale programs.
• Proven experience in managing multi Million dollar budgets
• Ability to drive vendors to a successful partnership, improving overall capabilities and provide best in class relationship and services
July 12, 2021