The Service Leader for Storage Management position is functionally leading a global team of IT professionals and is responsible globally for the delivery of the Storage Magna Global IT services. This person collaborates closely with the CoE Lead in developing the Services Strategy and Service Design. The Service Leader manages the day-to-day service operations and is responsible for on time and on budget performances of these services. This person collaborates with the People Managers of their team members in mentoring and ensuring the proper skill set within the team.

Major Responsibilities

Accountable for 1st to 3rd level service operation of the services in scope and the underlying infrastructure.
Monitoring of the SLAs and KPIs and identifying areas for improvement.
Responsible for managing the service s budgets and financials.
Support team members in their workday organization. Engages People Manager when workload needs to be adjusted.
Guide continuous improvement of the team in skills, technology and culture in collaboration with the People Manager.
Engage with People Managers on the monthly performance of team members in delivering services.
Provides Feedback to the People Manager for the year-end performance review of his/her team members.
Resolve resource contention with People Managers and other Service Leaders where it exists.
Coordinates with the People Manager on team member vacation planning and availability of team members to ensure proper service delivery (regional working/off hours and on-call rotations).
Collaborate with the CoE Lead in Service Strategy and Service Design.
Communicate at all levels of the organization to ensure the team meets expectations for service delivery.
Creating an environment of customer focus and service.
Driving innovation and efficiency improvements in his area, developing continuous improvement initiatives and seeking to implement cost effective solutions while delivering highly available and secure services.
Disaster Recovery Planning of the services and components in scope to ensure business continuity in the event of a disaster.
Following security policies and guidelines and in collaboration with the CoE Lead developing roadmaps to meet new regulations.
Acts as an escalation point for service outages in coordination with a People Manager in region.

Knowledge and Education

Bachelor s degree or 3 years of IT service management experience.
Knowledge of Information Technology best practices, methods, controls, and security.
Overall broad knowledge and understanding of major Information Technology disciplines.
Knowledge of financial management, budgeting, and managing budgets to plan.

Work Experience

5+ years of experience in supporting and executing IT solutions.
Experience working in a large global team that is focused on Service Delivery.
Experience with a fee-for-service model and a service delivery organizational model.

Skills and Competencies

Strong leadership skills to ensure consistency with Magna management philosophy and to develop and lead a cohesive global team. Skillful in articulating the strategic vision to the team and understanding how the team can work to realize the vision.
Ability to understand and communicate the interrelationship of IT with other departments. The ability to explain technical information to others in a clear and unambiguous manner.
Strong written and verbal interpersonal and communication skills. Must be able to work with peers and customers in a positive, cooperative way and maintain productive relationships with all areas. Demonstrated strong interpersonal skills and the ability to interact with all levels of the organization.
Strong analytical, troubleshooting, and problem-solving skills for successful performance of job duties.
Financial skills to budgetary processes.
Understand and be familiar with technologies, products, services, vendors, and organization dynamics.
Maintain and support storage solutions
Maintain and support of our NetApp environment
Support of migration and rollout projects
Respond to technical issues in a professional and timely manner
Deep understanding on Netapp Storage solutions
Experience with Azure / AWS storage services is beneficial.
Excellent English language skills (verbal and written).

Senior System Engineer - Service Lead, Storage Management