As the Managed Services Technology Services Specialist with American family Insurance, you'll be the architect of a modern service management strategy, ensuring seamless software deployments and application health and performance. You'll be the catalyst for communication, integration, and collaboration, driving enhanced productivity in software development. Join us to lead the charge in transforming our digital landscape!
You will report to the Director, Technical Engineering.
#LI-Hybrid
Position Compensation Range:
$97,000.00 - $164,000.00
Pay Rate Type:
Salary
Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.
Primary Accountabilities
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- Lead delivery of all components in the assigned service area, ensuring customer expectations are met.
- Manage relationships across service areas and enterprise customers, fostering communication and collaboration.
- Identify gaps between internal processes and our requirements that may affect service offerings.
- Implement key infrastructure and automated solutions to support development needs.
- Monitor service delivery to achieve high levels of customer satisfaction.
- Guide research, engineering, and integration of new service capabilities and frameworks.
- Serve as escalation point for incident triage, ensuring swift remediation.
- Help develop resource consumption budgets and forecasts.
- Oversee CapGemini and Ensono personnel in data center and mainframe towers, focusing on:
- Aligning with Operational/Capgemini Leads in Data Center Core and Middleware.
- Ensuring daily performance meets SLA/SLR outcomes.
- Driving problem resolution and managing escalations.
- Aligning project delivery between Operational/Capgemini and Enterprise teams.
- Supporting Enterprise VMO and financial activities.
- Gathering customer feedback to enhance service.
- Proven experience in customer-driven solutions and IT operations support.
- Solid understanding of managed service delivery, outsourcing contracts, and IT infrastructure domains.
- Knowledge of ITIL/service management best practices.
- Strong interpersonal skills for managing disputes and driving change.
- Analytical problem-solving approach with a focus on results and urgency.
- Ability to assess risks and evaluate impacts of escalated issues.
- Strong communication skills for delivering targeted messages effectively.
- Demonstrated experience in project management.
Licenses:
- Not Applicable.
Travel Requirements
- Up to 10%.
Physical Requirements
- Work that primarily involves sitting/standing.
Working Conditions
- Not Applicable.
Additional Information
- Offer to selected candidate will be made contingent on the results of applicable background checks
- Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
- Sponsorship will not be considered for this position unless specified in the posting
In this hybrid role you will expected to work a minimum of 10 days per moth out of one of the following offices: Madison, WI or Boston, MA.
We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!
We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.
We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.