IT Manager Competence Center
Sky Chefs Inc. - Irving, TX

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Role Purpose Statement: Incumbent will be responsible for the technical management of the Minimum Set of Services (MSOS) global deployment with the short and long term planning for Windows server and active directory environment. Interface with the outsourcing provider for the IT infrastructure by monitoring the compliance with Service Level Agreements (SLA) and be responsible for the fulfillment of internal IT infrastructure requirements for a specific or multiple “towers” in accordance with planned strategies, given timelines, and budget. “Tower” is defined as (EWP, WAN & Communication, Data Center & IT Security).

Key Interfaces: (internal, external)

Internal: Regional IT Management Teams, North America Region IT Service Center

External: IT outsourcing provider (LH systems), outside technology service firms, Global IT

Management Teams

MSOS Global Environment

Develop the architectural design and oversee the administration of all MSOS Windows servers and active directory

Configure, install and maintain all MSOS Windows servers

Develop the backup processes on all MSOS Windows servers and monitor daily process; resolve any issues and/or failures

Maintain the customer’s active directory environment according to the appropriate incident management tickets, work orders and best practices

Maintain the remote accessibilities (Dell Remote Access Controller (DRAC)) of Windows servers in the MSOS environment

Ensure Windows server changes follow proper procedures for change control

Monitor tickets in ticket queue and ensure SLA compliance

Interface with the local technicians, local management and customers to explain issues, work on initiatives and generally improve the overall relationship

Ensure all production Windows and exchange servers are available within prescribed service levels

Monitor information technology processes to identify trends. Responsible for continuous process improvement action that results in increased customer satisfaction and enhances the department’s effectiveness

Responsible for the North American personal computer (PC) application and regional image compatibility testing. Coordinate User Acceptance Testing (UAT) for customer acceptance

IT Infrastructure

Manage the vendor relationship with the IT outsourcing provider for a specific or multiple “towers”

Coordinate, plan, prioritize, and monitor organizational change requests regarding the IT infrastructure “towers” in accordance with current or planned strategies, architectures, and emergency requests

In the “towers” of responsibility, monitor and report the performance quality according to Service Level Agreement which provides proper operations of all corresponding functionalities as agreed to be delivered

Provide a centralized communication channel by specific “tower” between internal and external key interfaces

Cooperatively support the outsourcing provider by defining and maintaining appropriate documented processes in the “tower” of responsibility

Represent and support the Internal organization in outsourcing issues and coordinate resolution of local issues with the outsourcing provider in each “tower” of responsibility

Understand and participate in the IT infrastructure operations regarding the electronic data processing center, desktop services, network technology, telecommunications, and security

Ensure proper market analysis by conducting benchmarks and continuous observation of emerging technology trends


Model corporate values and participate as required in groups, initiatives and advisory bodies

Proactively support other departments and functions as the Subject Matter Expert

Required Skills

Bachelor’s degree or equivalent experience in IT related field required

Five to seven years of professional experience in information management, IT Operations or application oriented IT sector required

Advanced IT infrastructure experience required

Superior Infrastructure Technology Infrastructure Library (ITIL) knowledge required; ITIL certification preferred

Extensive knowledge of Microsoft operating systems and a working knowledge of networking technologies required

Technical project management experience required

Current Window Server certification preferred

Contract and Vendor Relationship Management experience a plus

Demonstrated ability to lead a remote team

Strong oral and written communication skills, interpersonal skills, process facilitation and analytical skills

Incident management, service desk management or change management experience a plus

Excellent customer/relationship management skills & conflict resolution experience

10-40% travel required (mainly international travel)

Must possess a valid US passport

Relocation assistance is NOT available for this position.

Required Experience

Sky Chefs Inc. - 18 months ago - save job - block
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