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Manager - IT Infrastructure Service Operations

Job Description

A collective energy and ambition. A place where you can make a real difference.

We’re a company that genuinely cares about our people, our products, our consumers and the environment.

Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.

United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.

Summary:

The Manager, IT Infrastructure Operations  establishes and maintains a company-wide IT operations framework, leveraging standards-based ITIL methodologies.  This individual establishes and maintains well-defined processes to facilitate high-quality IT operations and support, efficient and secure infrastructure, monitoring, and measurement. 

The Manager identifies, develops and implements tools and programs to maintain processes across the organization that continually improve IT operations, customer service, communications and relationships throughout the organization.  This individual owns operational incident response coordination, establishes appropriate standards and controls, and directs the establishment and implementation of appropriate operational policies and procedures. 

This individual works closely with Delivery Managers and project teams to ensure that the support of IT solutions is planned early in a project, so that quality operations support is in place when a project is over.  The individual also works closely with ITSM Delivery Manager as well as appropriate architecture resources to help create continuous improvement opportunities.

The Manager develops and reports key operational and project execution metrics on a regular basis to measure quality of IT infrastructure service operations delivery, as well as articulate trends and issues.  This individual directly manages the outsourced Infrastructure Managed Services delivery relationships and any internal IT Operations team members.  

This leader achieves results through a combination of efficient and effective resource and work management, building and maintaining relationships with staff, leadership, and key stakeholders, the acquisition and development of talent, the management of finances and resources related to the function, and the execution of solid strategy, policy and processes that are aligned with achieving the goals of Technology Operations.

Role Responsibilities:

IT Operations Framework

  • Engages with the Director, Cloud Transformation & Technology Operations, ITSM Delivery Manager, and other IT leaders to define the overall IT operations framework and processes

Change Management and Release Management

  • Assists in developing and maintains policies and procedures for infrastructure change and upgrade functions
  • Ensures process are coordinated with disaster recovery and business continuance procedures
  • Assists in developing a change management strategy based on situational awareness of the details of the change and the users impacted by the change
  • Conducts readiness assessments, evaluates results and presents findings in a logical and easy to understand manner
  • Leads and coordinates the go-live activities including the verification of the change / deployment plans and checklists

Incident Management

  • Develops and maintains policies and procedures for unplanned service interruptions
  • Monitors the effectiveness of incident management and makes recommendations for improvements
  • Ensures that all IT team members follow the incident management process for every incident
  • Ensures integration of IT incident procedures with information security readiness activities
  • Owns overall responsibility for maintaining and monitoring the incident management system

IT Operational Service Level Reporting and Metrics

  • Develops and maintains reporting of Key Performance Indicators (KPIs) to measure IT operations service delivery status
  • Develops and maintains reporting on change management, incident and problem management
  • Develops ad hoc metrics for department reporting purposes

Problem Management

  • Develops and maintains policies and procedures for root cause analysis functions
  • Executes the problem management process tasks in adherence with policies and procedures
  • Analyzes and reports incident trend data to identify and eliminate root causes; demonstrates where possible repeat incidents are occurring across the IT footprint and mange issues through to resolution
  • Escalates risks and issues to the department office

Communications, Collaboration, and People Management

  • Educate stakeholders in the IT operations processes and govern and support their use of these processes
  • Ensures regular communications of IT operations status and activities to the organization

Service Support

  • Manage the Infrastructure Managed Services relationships
  • Ensures that all operations teams provide support for all peer services including the resolution of incidents and requests in congruence with a Service / Operating Level Agreement and fulfilling customer requests at a world-class service level
  • Is accountable for and actively participates in the process for communicating outage/emergency activities to the organization
  • With the guidance of senior management, initiates service improvement direction to teams and individual contributors as a function of integrating customer feedback and driving continuous improvement
  • Provides data and reporting of IT operations and events as needed on an ongoing basis

Education & Experience:

  • Bachelor’s degree from an accredited institution in Computer Science, IT Management, Business, or related discipline or equivalent work experience
  • 5+ years of Information Systems experience within an infrastructure operations environment
  • Experience with IT infrastructure, ITIL framework and ITSM
  • Ability to work in a fast-paced, complex, and deadline-driven environment
  • Experience with ServiceNow, ITSM, ITOM, and Security Operations Modules
  • Knowledge of Microsoft Platforms, Active Directory. Azure Active Directory, M365
  • Knowledge of SaaS-based platforms and integrations (e.g., Workday)
  • ITIL certification preferred
  • Experience employing the skills at the designated proficiency level as indicated in the skills model below
  • Relevant business experience within manufacturing environment, particularly in consumer products preferred
  • Provide day-to-day management and development of a technical support engineer

#piq

COVID VACCINE REQUIREMENT*: To support the health and safety of our team members, successful candidates for employment in this role must (1) be fully vaccinated against COVID-19 as defined by the Centers for Disease Control and Prevention (CDC) and to have submitted proof of vaccination status, or (2) request and receive an approved accommodation based on medical circumstances or sincerely held religious beliefs, practices or observances.

*Only applicable for Corporate positions based in Princeton, NJ and Ewing, NJ

Church & Dwight is proud to be an Equal Opportunity Employer/Veterans/Individuals with Disabilities.

For more information on our company, our brands and our culture visit us at http://www.churchdwight.com/


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Role Location

United States

With corporate offices and major plants across the country, we’re building consumer products and connecting with global offices from the place where it all began.

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DIVERSITY At Church & Dwight

Church & Dwight strives to create an environment where everyone feels free to bring their authentic self to work every day.

We win when we respect every employee for who they are – regardless of gender, age, race, ethnicity, religion, disability, veteran status, sexual orientation or any other differences. We believe that our employees’ contributions are richer because of their diversity. We aim to be a diverse, inclusive and equitable company and are determined to build a culture where people have the power to win together.

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CULTURE At Church & Dwight

We care - about our people, our products, our consumers and our environment. To honor these priorities, we’ve built our culture around the tenants of courage, determination and team spirit. We’re united by our small company feel and inspired by opportunities to make our mark.

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Equal Employment Opportunity for the Disabled At Church & Dwight

As an equal opportunity employer, Church & Dwight is committed to providing access and opportunities to individuals with disabilities. Applicants who require accommodation in the job application process may contact 877-809-8449 or email their resume and cover letter to jobs@churchdwight.com. Please note that these options are available only to those needing an accommodation because of a medical condition or disability. All email submissions should include “Accommodation needed” in the subject line as well as information related to the specific position you are interested in (requisition number, job title, location, etc.). Church & Dwight will not respond to inquiries made to jobs@churchdwight.com or 877-809-8449 that are not related to accessibility of the online application system by persons with medical conditions or disabilities. To review Church & Dwight’s Equal Opportunities Employer Policy, click link below.

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