Infrastructure Operations Manager

The Infrastructure Operations Manager reports to the Infrastructure Operations Management Lead under the Infrastructure Operation Department of the ITS Division. Manages overall operations of infrastructure services within their area and is responsible for the effective and successful management of infrastructure operational processes, service offerings and metrics as established and set for the Infrastructure Operations department. The infrastructure operations manager will ensure efficient operations. Serve as the Infrastructure Operations department representative on governance and operational issues. Enhance the operational procedure, systems, and principles in the areas of information flow and management, operational processes, enhanced management reporting, and look for opportunities to enable capabilities. 

Roles and Responsibilities 

● Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends 

● Monitor and manage (measure) the IT service management deliverables 

● Work closely with Infrastructure Operations leadership team to set and/or implement policies, procedures, and systems and to follow through with implementation. 

● Ensuring Disaster Recovery and Business Continuity Planning are practiced in their assigned areas 

● Communicate all operating policies and/or issues at department meetings 

● Building internal and external stakeholder relationships to understand the business and their operational requirements 

● Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints 

● Supporting initiatives involving infrastructure functions and solutions 

● Ensure the team follows best practices and maintain service level agreements. 

● Reporting on Infrastructure operations service metrics and KPIs 

● Monitoring performance of the function 

● Develop continuous improvement plans