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The Sr. Manager Technical Services and Operations provides leadership and expertise associated with the definition, selection, implementation, and ongoing support for technologies leveraged by Ryder to deliver scalable, highly available computing environments. This IT Leader must have the leadership and technical experience to drive Operational Excellence through their team and across IT. Demonstrate thought leadership for growing people, improving process, and implementing technology industry best practices in a hybrid - environment.
This position focuses on enabling and empowering the Ryder employee and manages the EndUser Support, Endpoint Engineering, and Mobile Device Management teams. This role provides oversight for the technical and service delivery aspect of this critical service. This role is responsible for establishing the technical roadmap for all end user computing platforms, including general purpose end user software, and for ensuring the necessary availability of established standard devices. Another key aspect of this role is to ensure the highest level of Ryder employee customer satisfaction with the End User Support Services and Mobile Device Support Services by establishing and adhering to high quality repeatable processes and by supporting and following the Ryder ITSM process and methods. This role supports overall IT security initiatives, disaster recovery, and project delivery. Critical functions include operational and technical roadmaps, defining metrics and reporting, and financial management of personnel, products, and services.
It is expected that this position has strong expertise in multiple IT Operations disciplines and can collaborate and influence staff, peers and Sr. Leadership within IT to construct high quality, scalable, and efficient Enterprise Solutions. Passion and experience building teams and transforming operations is critical to the success of the role.
• Responsible for the strategy and execution needed to improve the design, implementation, support and reporting of processes, technologies surrounding EndPoint and Mobile Device Services. Critical will be adherence to the incident and performance metrics measure against team goal and Service Level Agreement for Endpoints and Mobile Device Services
• Responsible for the successful delivery of EndPoint and Mobile Device Services. There will be a 24x7x365 component of this Service portfolio for critical incident resolution. The scope of services includes but is not limited to IT Service Management (incident, problem, change, request), development and automated deployment of standard Endpoint images, automated security patching, capacity planning, optimization, asset management and reporting. In addition, identifying workloads that can shift-left to Service Desk Level 1 support.
• Responsible for the operational tasks for business projects requiring I&O End Point services. Support includes providing standards, process and technical direction to architects, SME’s and PM’s to ensure full integration of EndPoint dependencies into the Ryder SDLC process.
• Coaches and counsels employees on performance, sets expectations and manages outcomes of personal development, objectives and goals, recommends pay actions and responsible for other HR activities
• Responsible for the financial knowledge and discipline to manage departmental budget including, but not limited to, billable/non-billable hours, licensing, asset lifecycle, maintenance, and overall cost management.
• Responsible for managing our reseller partners to ensure availability and supply of standard Endpoint and Mobile Devices required to support the Ryder business.
Makes Information Security a foundational control for all technology and process definitions
Identify and enhance processes where automation has the potential to improve efficiency.
Provide reporting to management and identify opportunities for improvement, automation, exploring new ways of doing things.
Manages projects crossing multiple IT teams and impacting various business units
Develops partnerships with peers across IT and the business to learn their about their roles, their feedback and how to improve Ryder
Implements project execution methodologies with team
Maintains currency in new ITSM developments and technology
Provides Audit and financial oversight for IT Operations EndPoint and MDM functions
Maintains technical currency on current and emerging EndPoint and Mobile Device platforms, features and associated end user software.
Performs other duties as assigned.
Bachelor's degree Bachelor's Degree or equivalent - Information system, computer science or similar degree
Ten (10) years or more A minimum of 10 years experience in Information Technology with at least 5 years in a leadership role.
Seven (7) years or more Experience in providing IT Operations support for a large global enterprise.
Five (5) years or more Experience in developing an IT Operations service oriented culture in a geographically and culturally diverse organization.
Skills and Abilities
Trust & Integrity: Upholding ethical and professional guidelines by being truthful, transparent, and fair regarding opinions and decisions as well as maintaining confidentiality.
Courage: Providing important feedback, input, or push back when confronting difficult issues, conversations, decisions, or facing opposition despite having fear or hesitation with the person or situation at hand.
Agility & Adaptability: Maintaining effectiveness, exploring positive opportunities, and smoothly adjusting when undergoing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture).
Decision Making: Using one’s knowledge and understanding of Ryder, internal data, and trends, in order to improve individual productivity and company results.
Business and Financial Acumen: Using internal and external organizational knowledge, trends, and financial data to diagnose business strengths and weaknesses. Keeping a financial perspective at the forefront when making business decisions and managing the team.
Building Partnerships: Developing and leveraging collaborative relationships within and across the organization to achieve results.
Customer Focus : Finding opportunities to provide an exceptional experience for both internal and external customers by being customer centric and ensuring the customer’s perspective is a driving force behind strategic priorities, business decisions, processes, and individual activities.
Coaching: Providing feedback, instruction, and development guidance on targeted knowledge, skills, and abilities to help others maximize performance, excel in their current job, and/or prepare for future potential responsibilities and job opportunities.
Leading Teams: Guiding, motivating, and developing the team to achieve successful outcomes and maintain accountability for business objectives.
Driving Results: Setting high goals for personal and team accomplishments, monitoring progress, and working to meet or exceed goals.
Driving Innovation: Creating an environment and culture that inspires and encourages others to generate new ideas and creative solutions with measurable improvement and increased value for customers (internal or external).
Facilitating Change: Encouraging and empowering others to imagine better approaches, create solutions, embrace change and facilitate change to achieve business outcomes.
Strong experience of IT Operations technologies and processes including endpoint, mobile devices, network, server, SAN, monitoring, backup, patching, DR, ITSM.
Strong background in IT Security, specifically IT Risk, Vulnerability Management and system best practices.
Proven track record in the management of a technical support group and in technical Project Management.
Strong understanding and experience with the delivery of IT Operations Managed Services.
Strong experience with the tools and technologies used to manage EndPoint and Mobile devices. Ryder’s current toolset includes Ivanti , Airwatch and ServiceNow.
Strong experience in the management and support of Office365 end user technologies including OneDrive, Teams, Outlook and Office Suite
Job Category: IT Leadership
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.