Farmers Insurance IT Service Delivery Manager in Oklahoma City, Oklahoma

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Job Summary

The IT Service Delivery Manager is responsible for leading a team IT Program Managers, assisting the Architecture and Data Center teams with deployments as well as assisting with Vendor Management from an IT infrastructure perspective. Overseeing the Disaster Recovery, Hardware and Software refresh, Security Patching, IT Audit and the day to day operations of IT infrastructure from a managerial role. Including regular review and support in the creation of documentation supporting those processes. The Service Delivery Manger will apply the necessary technical expertise to adequately sustain and implement server systems while communicating with peers, customers and executive leadership. The Service Delivery Manager will work in conjunction with architecture and design and engineering teams with selecting solutions for future state as well as working with internal IT teams and Vendors to ensure the proposed solutions are properly delivered and added into our processes for continual operational readiness. The Service Delivery Manger will meet with major infrastructure vendors/suppliers on a regular basis to ensure that they are providing services as required, and will work with them to ensure proper delivery and tracking areas for improvement. They will regularly review capacity management, performance and operational reports from vendors and work with the Farmers Supplier Operations Delivery and Performance team to help them collect and interpret data from vendors to ensure that SLA’s are being met. They will also work closely with the Farmers Data Center team as well as the Farmers Management Reporting Operation Center to ensure stability to our environments

Essential Job Functions

  • Manage a team of IT Program Managers (Leading and assisting them, DR, Hardware and Software Refresh, patching and security compliance.

  • Collaborates and communicates with peers, customers and leaders as to the health of, capacity, patch level and overall status of systems.

  • Work closely with the Design and Engineering team to help with the recommendation and development of technical roadmaps.

  • Provides technical recommendations to the architecture team to provide solutions to meet business problems.

  • Oversees Disaster Recovery design, documentation and testing

  • Oversees patching and upgrades of systems by vendors to ensure compliance and availability

  • Reviews playbooks and runbooks to ensure that we are following sound IT principals and that documentation is in place and regularly updated for each of our major systems.

  • Assist the Director of Infrastructure and the Farmers MROC team with outages and incidents with multiple technology partners and participants.

  • Oversee the implementation of new systems following handoff from the Design and Engineering team and retiring of decommissioned equipment.

  • Assists with maintaining of inventory using software systems that integrate with ServiceNow.

  • Occasionally reviewing change management documentation, including back out plans to ensure vendors and internal IT are following best practice around change management.

  • Will assist in some Technical RCA’s where additional oversight and expertise is needed especially with RCA’s from high severity incidents and or those involving more than one vendor/supplier.

  • Assist MROC and Change Mgmt teams to ensure system changes through change management, team process and procedures, configuration management databases and system diagrams.

  • Assist the Infrastructure team with communications on upcoming changes that will involve more downtime or risk than normal changes (such as major changes to network/firewall or storage components).

  • Collaborates and communicates with other IT groups to accomplish goals and objectives.

  • Assists with vendor management for systems that are not maintained in house.

  • Assist MROC and change teams to track changes and developments that may impact the production, QA, and development systems.

  • Optimize and recommend optimal changes to current processes as required (DR, Change Mangement, Incident Management, vendor implementations etc)

  • Assists in establishing performance metrics and measurement and reporting of established metrics for new systems.

  • Assist various teams in the review of performance metrics and measurement and reporting from vendors and suppliers.

  • Writes technical specifications for purchase of hardware and systems software in conjunction with D&E team.

  • Makes recommendations to D&E for software/hardware based on research in support of procurement efforts, when appropriate.

  • Oversee builds of new servers and new system implementation. Including system hardening to ensure all systems deployed are "production" ready.

  • Assist in the troubleshooting of network, storage, server, cabling, database, operating systems and application elements of a system.

  • Acts as a liaison and advocates for systems and the tools, processes, and procedures necessary throughout the lifecycle of technology.

  • Monitors the performance and availability of systems.

  • Documents and recommends policies, procedures and systems architecture.

  • Follows and assists with build standards set by engineering and architecture

  • Prepares and implements regularly planned infrastructure refreshes

  • Promotes continuous learning and certification with self and team

  • Works with Monitoring and Alerting teams and vendors to automate incident creation, response, and self-healing scripts

  • Assists Problem Management with root cause analysis and tracks assigned actions within team to closure

  • Assist various teams with audit reviews and compliance

    Preferred Skills and Abilities:

  • Ability to manage a team of Infrastructure PM’s with various areas of expertise. Provide direction and cohesive leadership to ensure that the team is in synch with each other as well as the direction provided from the architecture and security teams as well as the business

  • Ability to analyze information and use logic and process to address work-related issues and problems.

  • Ability to troubleshoot with a group and be an active participant during large technology conversations.

  • Ability to communicate effectively and provide recommendations on calls during outages that have other members of IT and leadership present.

  • Ability to manage multiple vendors to ensure that they deliver what is expected.

  • Ability to handle function effectively under pressure and stick to deadline oriented project demands

  • Ability to multi-task and prioritize.

  • Ability to troubleshoot existing applications.

  • Ability to think critically and work independently to meet objectives.

  • Working knowledge of HIPAA privacy and Security rules.

  • Ability to communicate to IT and business executives on on-going projects, issues with rollouts, incidents etc.

  • Ability to review audits and work with various teams in the IT space to ensure that any gaps found are closed and documented with processes around them to prevent gap relapse.

    Physical Actions

    Required job duties are essentially sedentary work consisting of occasional walking, standing and lifting and/or carrying 10 lbs. maximum, and seeing.

    Physical Environment

    Required job duties are normally performed in a climate controlled office environment.

    Education Requirements

  • University degree or equivalent with a background in computer science, business or science

  • (RHCSA) Red Hat Certified System Administration Certification preferred or IBM AIX Certified Systems Administrator or SUN Certified Systems Administrator, or with various Storage or Networking Systems.

  • VMware certifications considered a plus

  • PM certification and ITIL certifications a plus

    Experience Requirements

  • 4 yrs Linux/AIX/SUN system administration experience (Red Hat, SUSE, AIX, SUN) or Storage or Networking Systems

  • 4 yrs experience with backup software and methodologies and restore methods

  • 4 yrs of enterprise IT tools and enterprise IT team experience

  • 4 yrs experience reviewing, maintaining and overseeing the creation of system documentation, following ITIL best practices

  • 4 yrs of experience involved in or managing DR and local recovery of IT systems

  • Experience or strong knowledge in the deployment and management of virtual environments including VMware ESX

  • Knowledge and experience in Incident/Major Incident Management and Change Management (ServiceNow a plus)

  • Experience or strong knowledge in database systems such as Oracle, DB, SQL Server is a plus

  • Strong troubleshooting abilities and the ability to use logic to guide teams in incident resolution

  • Experience supporting storage configurations for NAS and SAN, EMC VMAX, Isilon, ECS, DataDomain and xTremIO preferred (doesn’t have to be hands on but at least a strong understanding of how these various systems support IT infrastructure in order to provide proper vendor management during implementation and operational phases)

  • Experience with monitoring tools such as AppDynamics, Dynatrace or Science Logic a plus

    Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.

Job: *Information Technology

Organization: *Farmers Insurance

Title: IT Service Delivery Manager

Location: Oklahoma-Oklahoma City

Requisition ID: 180006WB