Global Infrastructure and Operations Service Manager

Develop and evolve the overall vision, charter, and roadmap for the Global Infrastructure and Operations Service Management Program including best practices, standards, principles, and functions that will continue GIO’s transformation into a service-oriented, client-driven, value-added organization. Develop a service roadmap for all GIO service areas including, Network, Compute and Storage, Data Center, and Endpoint Engineering. Develop a program charter, communication plan, and governance model as needed. Collaborate with GIO team members to ensure the reliability, availability, and security of the organization's technology infrastructure, including networks, servers, storage, and data centers. Collaborate with other IT teams and departments to align infrastructure services with business objectives and requirements. Develop and implement policies, procedures, and best practices to optimize infrastructure performance and efficiency. Monitor service performance, resolve technical issues, and implement enhancements to meet evolving business needs and technological advancements. Implement recommendations, drive operational efficiencies, and ensure alignment with organizational goals.

Required Education:
Bachelor's Degree Computer Science, Information Technology, Engineering, or a related field

Required Experience:
5+ years of experience in IT infrastructure management with demonstrated experience in technology service management including designing, implementing, and managing technology infrastructure solutions in a complex environment. Proven track record of leading teams, managing projects, and delivering results on time and within budget. Experience with cloud computing platforms, virtualization technologies, networking protocols, and storage systems. Experience with ServiceNow ITSM requirements, configuration, and implementation

Required Skills, Knowledge and Abilities:
Excellent leadership and team-building skills with the ability to inspire and motivate staff. Strong analytical and problem-solving skills, with a focus on data-driven decision-making. Ability to work independently and collaboratively in a fast-paced environment. Strong leadership, organization, problem-solving, and project management skills to drive continuous improvement and ensure the seamless operation of Global infrastructure and Operations services. Strong communication and interpersonal skills to effectively interact with stakeholders at all levels of the organization. Proven ability to make fact-based decisions supported by data. Ability to prioritize tasks and delegate responsibilities. Ability to work effectively under pressure and manage multiple priorities simultaneously. Flexibility and willingness to take on new challenges and responsibilities. Strong attention to detail and a commitment to quality and excellence.

Preferred Skills, Knowledge and Abilities:
Proficiency in infrastructure technologies such as servers, networks, storage, and data centers. Strong understanding of IT security principles and best practices. Knowledge of industry-standard tools for monitoring, configuration management, and incident response. Familiarity with IT service management frameworks (e.g., ITIL) and project management methodologies (e.g., Agile, Waterfall). Strong communication and interpersonal skills to effectively interact with stakeholders at all levels of the organization. Analytical mindset with the ability to analyze complex technical issues and propose practical solutions. Strong problem-solving skills to troubleshoot infrastructure problems and implement effective resolutions. Ability to anticipate future challenges and proactively implement preventive measures.

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $100,000.00 to USD $120,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.

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