Sierra Nevada Corporation Director End User Services & IT Operations (ITO) in Centennial, Colorado

SUMMARY:The Director of End User Services & IT Operations has responsibility tooversee and manage service levels of core applications, enterprise devicesand service desk/incident management functions along with managing ITOperations (data centers, infrastructure, networks, etc.) for theenterprise. The Director manages the End User Services & IT Operations groupand actively works with the business, IT leadership, EnterpriseArchitecture, and Enterprise PMO. He/she is responsible for building aculture of quality that meets SNC required service levels for user support andITO. The right candidate supports a shared vision across the enterprise whilebuilding collaborative relationships across the Organization. We are seekingan innovative thinker and leader who challenge those around them to think morecritically and inspires their team to succeed. Ability to manage ambiguity anddemonstrates resilience and change agility to drive results in a highlyregulatPRIMARY RESPONSIBILITIES:Manage the End User Services group and facilitate coordination with thebusiness, IT leadership, Enterprise Architecture, and Enterprise PMOResponsible for the management of service levels relating to coreapplications, enterprise devices, and the help desk/incident managementfunctionResponsible for leadership and management of the IT Operations teamResponsible for prioritizing and planning IT operations control activitiesResponsible for developing and implementing the cloud strategy at SNC,including hybrid cloud orchestration and brokerageResponsible for configuration strategy and optimization for infrastructurecomponents, including the alignment of infrastructure decisions with theoverarching business and IT strategiesResponsible for monitoring and reporting end-to-end service levelperformance, including the review of SLAs and underpinning contractsResponsible for creating service improvement plans when necessaryResponsible for establishing a planning process for the review of performanceand capacity of IT resourcesResponsible for reviewing, conducting, continuously monitoring,reporting and forecasting of current (planning) IT resourcesavailability, performance and capacityResponsible for developing and maintaining IT continuity framework and ITcontinuity plansACCOUNTABILITY:Responsible for building and maintaining customer relations - whether they areinternal or external customersOversees project resource requirements and planningEnsures timely, quality delivery of services by utilizing and enforcingsystems and networks that foster good horizontal collaboration and supportenterprise objectivesTakes responsibility for building a strong and committed team for theirresponsible area, function and enterpriseExplores, influences, and promotes insights on how market and industrychanges may impact the enterprise or functional areaTakes overall responsibility for designing, developing, and deliveringstrategic communication of objectives and priorities for area or functionHolds teams accountable to performance metrics by ensuring adequate trackingand measurement mechanisms are in place to support excellent performanceHolds overall responsibility for building the capabilities of a large anddiverse workforce across a key part of the enterpriseArticulates a vision for their teams by distilling enterprise-wide strategiesinto implications for responsible area or functionTakes responsibility for designing, developing KPIs that address enterpriseobjectives, and delivering measurable results as set for own area ofdisciplineDevelops long-term objectives for defined parts of the function or businessarea to address complex enterprise needsUnderstands, applies and communicates messages from senior leadership,highlighting implications most relevant to the specific area of responsibilityCOMPETENCIES:Balances stakeholdersCultivates innovationDecision qualityResourcefulnessPlans and alignsEnsures accountabilityCommunicates effectivelyBuilds effective teamsNimble learningInstills tru