IT Sr Manager

Job Title

IT Sr Manager

Requisition Number

R1322 IT Sr Manager (Open)


Glendale, Arizona

Additional Locations

Job Information

Manage the Operations Bridge

Manage process and procedures for the OPS Bridge

Manage 24×365 staffing

Continually improve processes surrounding monitoring, alerting and restoring service to systems and applications

Manage reporting of daily, weekly, monthly activities for the OPS Bridge

Manage Tier 1 and Tier 2 engineering work as agreed upon with IT Managers

Ensure that all personnel are trained in Kepner-Tregoe Restore and Resolve Processes

Capture incident and problem information for historical usage

Run the Problem Management organization

Publish details of all problems and resolutions into a single source

Report periodic status of all problems and restore activities

All other duties as assigned

This person will perform duties with minimal supervision while complying with requirements, guidance, and standards.

The person will report directly to the Operations Center Executive

Use best judgment to accomplish assigned tasks.

Develop policies, procedures and work practices to ensure ease of use for other IT functions as related to the OPS Bridge and Problem Management

Essential Function:

Manage work assignment for the team to ensure the integrity processing and the timely restoration of service for all systems and applications

Collaborate with others to set direction and then determine optimal path for action based on goals and objectives

Lead and manage team members

Function as the Requirements Owner for projects related to the OPS Bridge and Problem Management

Communicate appropriately and effectively to all of IT

Coordinate proposed changes through defined change management processes

Provide constructive feedback on other IT processes

Ensure the accuracy of Standards, Policies, and Procedures to existing work

Knowledge Skills and Abilities:

Ability to plan, organize and achieve coordinated objectives

Demonstrated ability to adjust focus to meet changing priorities, alteration in strategic directions and shifting customer needs

Ability to manage executive level internal and external relationships

Ability to influence vendors on product/service direction and resolve significant business issues

Accountable for ensuring effective utilization of available resources and a cooperative, team atmosphere

Ability to envision future requirements and integrates them into the development of technology directions, architectures and initiatives

Ability to manage multiple and/or highly complex I.T. project teams. Leads technical efforts of project teams involving other managers and/or consultants

Able to commit I.T. to significant expenditures in carrying out principle duties

Collaborates with CSAA Business Units in setting their strategies that are IT related

Demonstrated results in managing high performance teams

Proven track record of delivering results

Knowledge of and experience with both legacy and current technical platforms and tools

Familiar with outsourcing industry best practices, including offshore software development and management

Excellent project management, consulting, negotiation and customer service skills

Education, Work Experience, Licenses & Certifications:

Bachelor’s degree in related area (Computer Science, Engineering, or Business) or an equivalent combination of education and experience

10+ years experience in managing information technology systems and projects for a large IT department

10+ years experience in the acquisition and management of technology and technology professionals

10+ years managing people, including 5+ years leading and managing managers of people

5+ years demonstrated success in matrix management and influence environments

Extensive experience in communicating with executive and operational management

Large-scale project or program management experience


MBA or other advanced degree

Financial services or relevant industry experience (some combination of Insurance or financial services, automotive services, and/or travel services)

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