Sr Manager, IT Service Solutions

Location: Richmond, Virginia
Date Posted: 08-01-2018
Position Title: Sr Manager, IT Service Solutions 
Location: Richmond, VA 23238
Position Status: Direct Hire
Salary: Extremely competitive
Relocation Assistance: Provided
Shift: Monday – Friday (8am to 5pm)
Our client is looking for Sr Manager, IT Service Solutions for a position located in Richmond, VA. This company is a preeminent middle market investment bank with a proven track record of sell-side M&A excellence spanning over 25 years. The firm is focused exclusively on the middle market, providing sell-side and acquisition advisory, restructuring advisory, board advisory, private placements, and capital markets advisory services to leading private equity groups, as well as many Fortune 500 and privately held companies. They have approximately 270 employees operate out of six U.S. offices in Richmond, San Francisco, Boston, Cleveland, Minneapolis, and Washington, D.C., as well as our European advisory practices in London and Frankfurt. They are a member of The PNC Financial Services Group, Inc.
The Senior Manager of IT Service Solutions will lead a team that is responsible for the day to day management of the company’s technology platforms.  This role includes the management of the intake, analysis, prioritization, delegation and delivery processes of requests, as well as the maintenance of the platforms.  The position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.
  • Effectively lead a team of full time staff and outsourced developers
  • Recruit, mentor and develop talent, setting clear goals and providing real time feedback
  • Utilize the IT Governance process and tools to drive efficient processes internal and external to the team.
  • Ensure the user experience of each platform is optimized using response time, uptime and security metrics
  • Drive internal and third party quarterly reviews meetings with vendors and internal customer groups to discuss performance, service improvements and long-term planning
  • Ensure that patching and anti-virus updates are carried out according to the operation’s checklist
  • Provide regular and accurate management reporting on IT Service Solutions performance, utilizing the IT Governance tool
  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
Skills Required:  
  • Excellent leadership and people management skills, previous experience as a Team Leader  
  • A passion for Service Excellence with a keen focus on the customer experience
  • Experience of managing 3rd parties and 3rd party delivered services
  • Experience working with cross functional, cross level individuals and teams to prioritize work
  • Expert knowledge of ITIL disciplines
  • Able to manage and prioritize and tasks and time efficiently
  • Service management or support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Excellent written and verbal communication skills
  • Excellent customer facing/customer service skills  
  • Able to work under pressure and meet deadlines  
  • Able to demonstrate initiative and a proactive approach to daily tasks  
  • Current technology platforms:  Microsoft Dynamics CRM, SharePoint, Great Plains
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