Microsoft Azure IT Manager / Solution Delivery Manager

Summary

ECF Data is looking for a self-motivated, process driven, security first and communicative IT Service and Solution Delivery Manager responsible for managing Microsoft Cloud Service and Solution Practice.

IT Service and Solution Delivery Manager responsibilities include managing the team that delivers services to customers via project and managed services, this includes managing and reviewing project deliverables, managing the teams that provide management services to customers via monitoring, alerting, support and managing customer infrastructure.

The team resolves complex system and application issues. The manager will serve as an escalation point to customers which may extend outside of normal business hours.

The ideal candidate needs to have experience with IT performance management, cloud solutions and system security. In addition, work with the sales team on discovery calls.

Must have experience with managing and supporting at least one of the Microsoft Cloud Solutions (Modern Work, Azure and Business Applications (D365)) Resource should have excellent written and oral communication skills.

Working for Microsoft and or partner is a requirement. Must have current Microsoft and or ITIL certification and demonstrate to achieve additional certificates within the first 45 days of employment.

The candidate should have experience with the Change Control and Change Request process. Must be able to talk across all organizational levels (Stakeholders, Champions, Technical, PM's and Executives).

Job Duties (including but not limited to) :

• As an Service and Solution Delivery Manager, you will participate in-leading the day to day work supporting service delivery towers (Modern Work, Azure and Business Applications).
• Incident management
• Service request management
• Change management
• Overall Reliability of the services
• TIME approvals, performance management, etc.
• The qualifying candidate will be someone who knows IT operations and has managed operations in the past; optimally, for several years.
• The qualifying candidate will be someone who knows IT Project Delivery and has managed service and solution delivery in the past;

optimally, for several years.

• Set Goals for team.
• Perform Reviews
• Shift Mgmt and On-Call
• Align implementations (change mgmt)
• Analyzing Ticket Metrics and Trends
• D365, SolarWinds and ServiceNow reporting
• Automation Opportunities
• Service and Process improvement
• Aide in developing new services and solutions
• Obtain Microsoft Certifications as needed.
• This position manages the service delivery process and outcomes for first, second, and third level support for products and applications.

This includes defining key performance indicators and managing incident escalation. This role also manages troubleshooting efforts and recurring problems.

In addition, this position reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.

Responsibilities :

• Manages individuals and / or teams in designated work unit in hire pressure and complex environments.
• Ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments;
• aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities;

removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly.

• Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback;
• building collaborative, cross-functional relationships; training and developing talent for growth opportunities; delegating tasks and decisions;
• fostering open dialogue amongst team members; supporting execution of performance management guidelines and expectations;

and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.

• Mange the deliver of services and solution to customers.
• Manages recurring and escalated problems.
• Manages troubleshooting efforts to identify and rectify problems.
• Manages efforts to analyze and prioritize incoming requests and alerts.
• Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems' issues.
• Follows and manages the development of standard operating procedures.
• Reviews and approves resolution proposal to prevent issue recurrence.
• Defines and manages key performance indicators (e.g., performance, availability, capacity)
• Promotes and ensures compliance in the use of a knowledge repository for technical support.
• Defines and manages procedures for incident escalation.
• Manages execution of disaster recovery, and business continuity processes and events.
• Manages after hours on call support.
• Manages the process for tracking and documentation by reviewing and updating documents, as appropriate.
• Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance.
• Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.
• Training and instruction : Coordinate training programs, assess plans for training programs for engineers and consultants and oversee the development of training programs.
• Skill development - maintaining currency and forecasting : Maintain understanding of major management and technology trends and integrate with organizational needs and direction.

Minimum Qualifications :

• Minimum three (3) years in a leadership role working with IT delivery or operational teams.
• Bachelor's degree or Minimum ten (10) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

Other Job Info :

• PrimaryLocation : Remote
• HoursPerWeek : 40
• Shift : Day (some after hours)
• Workdays : Mon, Tue, Wed, Thu, Fri
• WorkingHoursStart : 9 : 00 AM EST
• WorkingHoursEnd : 6 : 00 PM EST
• Job Schedule : Full-time
• Job Type : Standard
• Employee Status : Regular
• Employee Group / Union Affiliation : Salaried, Non-Union, Exempt
• Job Level : Manager with Direct Reports
• Job Category : Information Technology
• Department : IT Operation
• Travel : Yes, 5% of the Time

ECF Data is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

External hires must pass a background check / drug screen. Qualified applicants with arrest and / or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

Flexible work from home options available.