Manager - IT Operations

Vestis is seeking a hands-on Manager - IT Operations to join our IT infrastructure organization. Reporting to the Director - IT Operations, The IT Operations Manager will be a hands-on manager, leading operations of network and data centers, disaster recovery, and key ITSM/ITIL functions. The IT Operations Manager will have significant involvement with establishing, managing, and continuously improving enterprise monitoring, change, problem, incident, and crisis management. Responsibilities include KPI reporting and executive company-wide communications while maintaining strong partnerships with other internal engineering support and product teams. As a process champion and technical leader, you can coach, motivate, and lead others while being capable of contributing technically and making challenging decisions.

Responsibilities/Essential Functions:

• Take proactive measures to guarantee an effective, reliable, and secure working environment for 24x7x365 critical infrastructure in all company data centers, including vendor management of providers and resources performing work within and related to data centers.

• Responsible for leadership & management of a 24x7x365 Network Operations (NOC) team responsible for 24x7x365 systems monitoring, preemptive intelligence gathering, analysis, and incident response coordination for over 300 distribution and market centers throughout North America.
• Line manager and vendor manager responsibilities for Network Operations team with approximately 5 to 10 FTE performing duties including, but not limited to, executing on hiring and termination activities, setting goals, evaluating performance, providing mentoring and coaching, and approving vacation and expense reimbursement requests. This role will oversee outsourced key services and consultants globally as required, including data center and NOC providers.

• Responsible for assisting in the development & annual testing of disaster recovery plans, ensuring that they are in accordance with corporate business continuity plans for all company data centers and network services such as VOIP based technologies.
• Work in conjunction with leaders and peers throughout IT Infrastructure, Applications, and Security, to provide strategic goals and initiatives for developing and managing a resilient Incident and Crisis Management practice with corresponding problem management and continuous improvement programs.
• Performance management of operations and deliverables by providing day to day reporting on KPIs for all areas of responsibility and providing analysis of such as an input to continuous improvement practices.

• Establish and maintain performance-based relationships with IT vendors, including telecommunications and service providers. Collaborate with vendors to procure necessary equipment, negotiate contracts, and ensure service level agreements are properly defined and maintained.
• Collaborate with other IT teams and departments to develop long-term strategies for network and datacenter operations and enterprise infrastructure, including providing metrics that contribute to capacity planning, technology upgrades (server & network, etc.), and system enhancements.
• Knowledge management and documentation of critical IT services, processes, incidents, problems, changes, continuous improvement activities, etc. as necessary.

• Ensuring accurate and efficient governance policy development and adherence.
• Submit all time and expense reporting in an accurate and timely manner.
• Maintain good standing and completion on all compliance related matters (i.e., assigned mandatory training, actions required from audits, corporate policies, etc.)
• Perform all additional duties and responsibilities based on the direction and guidance of leadership.

Knowledge/Skills/Abilities:

• Demonstrate technical knowledge and experience in data center operations, cabling, electrical and mechanical support systems to include power distribution systems, emergency power, UPS systems, D/C power, HVAC, and fire alarm and suppression systems.
• Capable of developing, auditing, and maintaining operational, maintenance and emergency Methods of Procedures (MOPs) for electrical, mechanical, communications, safety, and security support equipment.
• Demonstrated operational experience ensuring data centers operate at maximum efficiency, including analyzing existing operating conditions, recommending new technologies, and improving overall efficiency and cost reduction.
• Ability to create detailed work plans to identify and sequence the activities and deliverables needed to successfully complete cutover/migration/upgrade/implementations.
• Expert knowledge of IT operational tooling and processes including monitoring, event, configuration, release, change, problem, and incident management as defined in ITIL or similar frameworks.
• Capable of identifying major incidents and engaging crisis management processes, leading incident calls involving multiple stakeholders, vendors, and technical resources while crafting incident communications appropriate to a variety of audiences, including executives and functional leaders.
• Capable of creating and supporting a culture of operational excellence with a customer-centric service approach connected to business impact and outcomes.
• Ability to effectively define a business case, determine return on investment, and measure achievement of the case over time.
• Ability to manage and work on multiple concurrent deliverables at various stages of development and completion.
• Strong collaboration and team-building skills with the ability to create consensus around decisions and mitigate conflicts among teams.
• Strong problem solving and analytical skills with respect to both business and technology.
• Professional level verbal and written communication skills across a variety of audiences.
• Demonstrated attention to detail and quality of work products and communications.
• Willingness to seek out and implement coaching, suggestions, and guidance from others.
• Ability to work independently on multiple assignments and to work collaboratively within a team.
• Ability to adapt to new technology platforms and services.
• Demonstrated success in delivering successful outcomes working in matrixed environments.
• Demonstrated success in setting priorities and establishing performance management measures.
• Skilled and proficient in MS Office O365 suite (i.e., Word, PowerPoint, Excel, SharePoint, Teams, Communications Tools, etc.)
• Familiar with the use of Service Management and Project Management methodologies and tools such as Service Now, Microsoft Project, etc.
• Background in highly virtualized environments including technical familiarity with Oracle, Linux, Windows, Networking and Storage. AWS knowledge is a plus.
• Experience working with Nagios, Splunk, Logic Monitor, SolarWinds, SCOM or like applications.
• Comfortable creating and delivering dashboards, reports and presentations to leadership using PowerPoint, Visio, Power BI, etc.
• Excellent partnering, communication, and negotiation skills to effectively manage relationships

between business and IT stakeholders across delivery and support teams.

• Ability to coach and manage the technical development of internal and external teams.

Experience/Qualifications:

• 5-7 years of experience in an enterprise data center operations environment with multiple co-located datacenters nationwide as a Data Center Manager or IT Operations Manager.
• 3-5 years’ experience leading a team as a Team Lead or Manager role in an enterprise data center operations environment supporting a publicly traded organization with 10,000 users.
• ITIL v3 or v4 Foundation certification preferred.
• Certified Data Centre Management Professional (CDCMP), Certified Data Centre Audit Professional (CDCAP) preferred.
• ANSI/TIA-942 Design Certification, ANSI/TIA-942 Facilities Certification
• Knowledge of ISO certifications and supporting audits such as: Environmental and Health and Safety Management (ISO 14001, 45001, 50001), Information and security (ISO 27001, 27017, 27018) Quality and organization control (ISO9001, 3402) SOC2 data privacy.
• University degree preferred but not required.
• Be legally able to work in the United States: U.S. Citizen or Legal Resident

Working Environment/Safety Requirements:

• Occasional travel (10-20%) required to business locations or data centers, conferences, etc.
• Hybrid work environment in alignment with company policies.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)