The Senior Manager, IT Services is responsible for the successful delivery of all external IT infrastructure services necessary to meet the desired business objectives. This role will work as the primary liaison with the external providers of data center, operations, servers, storage, network, messaging, and helpdesk and desktop services. Additionally this role will work closely with Internal IT to ensure appropriate solutions are implemented as well as the desired service levels and budgets are being achieved
Essential Duties & Responsibilities:
Manage the successful delivery and performance of external infrastructure service providers
Work as the primary liaison with the external providers of data center, operations, servers, storage, network, messaging, helpdesk and desktop services
Review service delivery performance with Business Partners focusing on KPI's and improvement targets
Track and manage cost of service providers and deliver input for annual plans and budgets
Ensure timely root cause analysis occurs for incidents and problems
Partner with Internal IT Operations and Technology teams to drive continuous improvement
Drive overall success of change management within and between external service providers
Act as a point of escalation for all issues and concerns relating to external service providers
Accountable for seeking and mediating customer satisfaction concerns with external service providers
Assists in the development of Request for Change (RFC), Request for System Modification (RFSM), and the development of business cases for services
BS in Computer Sciences, Information Technology or related field.
Minimum of 8-10 years IT experience managing infrastructure services
Experience with successfully managing external service providers
Broad knowledge of Infrastructure technology
Experience in lead role for multi-million dollar projects desirable
Strong interpersonal and communication skills with a demonstrated ability to build alliances and trust with associates, business partners, and senior leaders
A strong process orientation with a proven track record of understanding and improving processes
Proven experience in the competencies of change, continuous learning, driving to excel, problem solving, and innovation
Each and every day, Sara Lee (NYSE: SLE) delights millions of consumers and customers around the world. The company has one of the world's best-loved and leading portfolios with its innovative and trusted food and beverage brands, including Ball Park, Douwe Egberts, Hillshire Farm, Jimmy Dean, Sara Lee and Senseo. Collectively, our brands generate nearly $9 billion in annual net sales from continuing operations. Sara Lee has approximately 20,000 employees in its continuing operations worldwide. Please visit www.saralee.com for the latest news and in-depth information about Sara Lee and its brands.
At Sara Lee, we believe that careers are as unique as individuals. That's why we offer employment opportunities that give you ownership of your career. With the resources of a global corporation and direct responsibility to make it happen, you can be confident that you'll always be able to perform your best and be recognized for it. At Sara Lee, the difference is you.
The Sara Lee compensation program is designed to provide you with comprehensive, flexible benefits that enable you to select those features that best fit your needs. Our benefits include, but are not limited to: medical, prescription drug, dental, vision, life, short and long term disability, retirement plans, and tuition reimbursement.
An Equal Opportunity / Affirmative Action Employer
US-IL-Downers Grove (Metro Chicago)
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