Managed IT Services Manager

Job Purpose and Summary

This position is responsible for managing the enterprise managed Information Technology (IT) services team for the Pennsylvania Turnpike Commission (PTC). Work involves understanding and supporting the business needs and systems of the PTC, making recommendations to support and enhance those needs, and coordinating the work of the enterprise managed services team. Work is performed with considerable independence, but subject to review for program effectiveness and conformance with established goals, objectives, and policies. Supervision is exercised over external managed services technical staff.

Essential Functions & Responsibilities

Manages, plans, and organizes the performance of the IT enterprise managed services team including supervision, delegation of work assignments and review of work product. Participates in the evaluation and selection of managed services staff augmentation as well as the negotiation of purchase contracts or service level agreements. 

Gathers business requirements and analyzes the expertise of multiple managed services teams to determine the best fit for each PTC business need. Ensures appropriate managed services team members with the appropriate knowledge are assigned to each project. 

Leads and is responsible for the managed services team’s projects and deliverables. Sets and maintains realistic expectations for project completion. Removes or recommends the replacement of managed services staff when necessary to ensure the needs of the PTC are met in a timely and accurate manner.

Manages and works closely with managed services teams to support the IT business needs. Provides leadership for projects/assignments, inspects work outcomes, communicates with team, and makes decisions on outstanding questions and/or issues. Ensures that work efforts and end results address the business and organizational needs, fit within the overall budget, adhere to contractual obligations and performance metrics, and are completed timely. 

Establishes and manages operational relationships between managed services employees and other IT employees, end users and business process owners. Ensures quality customer service and the efficiency/effectiveness of support provided.  Works to resolve any disconnects or issues that are identified. 

Develops and manages the implementation of Service Level Agreements, IT standards, and best practices for managed services. Ensures technical fit with the business architecture design and recommends changes to enhance performance and reliability.  Participates in the development of other Information Technology Departmental standards, business processes, procedures, and policies. 

Liaisons between the department and managed services teams. Identifies and mitigates conflicts/issues that may arise. Communicates work effort progress, exceptions, contractual obligations, and issues with senior management.

Serves as the primary point of contact for all managed services related issues, questions, and/or projects. Responsible for all facets of enterprise managed services team, including but not limited to, contracts, performance, procedures, processes, review of tickets, communication, Service Level Agreement monitoring and reporting, and overall work efforts. 

Responsible for all CBS incidents and problems, providing oversight and direction, while assuring processes and procedures are followed. Assures incidents and problems are resolved in a timely manner.

Represents the PTC and/or participates in various internal and/or external meetings, forums, committees, and advisory panels.

Researches and evaluates industry trends, emerging technologies and changes in legislation, contracts, regulations, business operating procedures and/or systems that may impact business. Determines the changes that may be necessary to incorporate within the enterprise business solution/systems.

Uses situational awareness to anticipate and prevent accidents.

Performs related duties as assigned.

Qualifications

Ten (10) years of information technology experience in managed services, vendor management, or service delivery; 
OR
Six (6) years of information technology experience in managed services, vendor management, or service delivery AND a bachelor’s degree in information technology or related field. 
Equivalent combination of education and/or experience may be accepted. 

Competencies

Physical Demands and Work Environment

Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems. Position may require occasional travel and/or fieldwork with exposure to roadway traffic. Occasionally works outside of normal business hours for assigned work assignments.

Office environment with low levels of noise, adequate lighting, and comfortable temperature. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions.  

Disclaimer

The information provided in this job description has been designed to indicate the general nature and level of work performed by the incumbent(s) within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of the employee(s) assigned to this job. Management has the discretion to add or modify duties of the job and to designate other functions as essential at any time.