Service manager/senior technician job description

At Wolfspeed, we do amazing things in a human way.
We know that the achievements of our organization are due to the passion, hard work and creativity of our employees. We celebrate different perspectives to foster excellence across our organization, and our goal is to make diversity a foundation of what we do. We are proudly building an environment where you can bring your authentic self to work.

Enjoy doing things that people say can't be done? Innovation is at the center of everything we do.Hate red tape? We remove roadblocks instead of creating them.Working parent? We provide childcare assistance and paid parental leave.Student? We offer continuing education assistance.Looking for community? There are many ways to get involved, from Employee Resource Groups to local outreach.

Here's the Gist:
IT is looking for an energetic professional to manage, lead and own the IT Service Operations group reporting to the VP IT Infrastructure & Engineering. This Director will ensure operational performance and service levels are met or exceeded across the entire IT computing environment. An ability to think ahead of the curve and understanding of how to manage and prioritize risk (probability vs impact) is critical to the success of Wolfspeed IT Infrastructure and key for this leader to role model.

The Day-to-Day:
Manage all staffing aspects of the service desk, including motivation, hiring and ongoing management, preparation of performance evaluations and training.Develop, manage, measure and report on key service-level metrics.Ensure process and policies used by the service desk are documented, maintained and applied.Manage staffing and shifts to ensure proper support coverage and availabilities to meet business needs to optimize Service Desk performance, including a 24x7 on call rotation.Identify issue trends and take any needed corrective actions.Project coordination and management.Manage the operational costs and expenditures of the Service Desk.Act as the primary incident escalation manager for major incidents.Monitor tickets and calls to ensure quality of service.Manage, measure and improve end user technology support experience through regular interaction, surveys and other methods of feedback.Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.Manage vendor relationships.Work closely with other members of IT Leadership to develop and implement initiative and projects.

This Job is Right for You if You Have (Minimum Requirements):
Knowledge and experience of ITIL and ITSM principles.5+ years of managing and IT service and support organization.Advanced knowledge of end users support and troubleshooting to provide support to and mentoring of Service Desk Analysts.Strong written and verbal communication skills.Strong analysis skills.Experience operating in and supporting an enterprise environment.Experience with the execution and management of IT related projects.Understand complex and interdependencies of various systems and applications.Experience with Windows clients, Microsoft and other online services.

Preferred Qualifications:
Minimum 10-plus years of experience in IT Operations, with leadership responsibilities in large, cross-functional teams, effectively influencing senior-level management/key stakeholders within complex contexts.Experience developing and maintaining both Disaster Recovery and Business Continuity strategies Demonstrated successful management of technical professionals with emphasis in the career development of technical and professional employees.Experience partnering with Business Units partners in supporting cloud-native applications and delivery pipelines specifically with Office 365 application suite and capabilities Proven knowledge in the following domains - Cloud computing, Office 365 suite and capabilities, Azure, AWS, Client computing including laptop, tablet, smart phone, etc.Expertise in establishing strong governance with effective processes, procedures, utilizing key IT service management (ITSM) techniques, policies, along with establishing SLA's, KPIs and other key operational metrics.Experience establishing proactive operations, standardization efforts, and appropriate toolsets with automation and orchestration that will transform much of IT operations in all core areas.Has established modern monitoring frameworks and toolsets with dashboards, metrics, and reports across all infrastructure and security areas. Requires excellent writing skills to support document project plans, procedures, policies and general staff, management and communication Outstanding verbal communication skills; proven ability to communicate effectively at all levels.Ability to provide consultation and expert advice to management.Ability to deal with complex difficult problems involving multiple facets and variables in non-standardized situations.Experience with and knowledge of IT outsourcing activities in a managed services environment preferred.Experience in business systems and process planning specifically in semiconductor or manufacturing industry preferred.Strong written and oral communication skills, including the ability to effectively present in front of a large audience

This role may require additional duties and/or assignments as designated by management.

To put it legally - Wolfspeed is an equal opportunity employer.
We recruit, employ, train, compensate and promote regardless of race, sex, religion, color, national origin, disability, age, veteran status, gender identity, sexual orientation and other protected status as required by law.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

ROLE
The selected candidate would be responsible for managing a portfolio of projects which encompasses assessing, analyzing, managing, collating and reporting all aspects of real estate project development for premier clients of Alvarez & Marsal (A&M).
Leading a potential team of up to 5 personnel, the candidate will drive up-to-date assessment & management of all aspects of real estate project management including but not limited to cost management, schedule management, contract review, project audits, project risk review, process review, procurement management, statutory compliance review, sales review and marketing strategy review.
Construction monitoring, MIS & governance will be a significant part of the profile as will be achieving operational excellence, setting up and running portfolio/project monitoring office (PMO), risk management, and business processes re-engineering.
The individual may be required to visit the project site locations or be based at the project site, interact with site personnel, review drawings and documents to assess, collate, manage and report on all aspects of projects assigned to them.

The role would report to the Managing Director - Real Estate & Construction, Alvarez & Marsal (A&M)

QUALIFICATIONS
Graduation / Bachelor's degree in civil engineering from an accredited college in India or overseas.Post graduate diploma / degree in construction management / general management from an accredited institute in India or overseas
WORK EXPERIENCE
Minimum of 8 years of work experience on project management of civil construction with an IPC (JLL, CBRE, Knight Frank, Cushman Wakefield, Colliers or equivalent) or a reputed PMC (Quantum or equivalent) in a similar role on residential and commercial real estate development projects.Past experience working for / with EPC or construction companies on civil construction is preferred.

SKILLSET
The ideal candidate would be:-
Organized, hands on and resourceful.Motivated to make all efforts to get the job done.Able to work using his/her own initiative.Have experience working and managing project teams of 2-3 people Attention to detailA clear communicator (spoken and written) A good presenter, fluent with powerpoint and excel.Good with interpersonal skills and capable of developing relationships with site personnel, development partners, clients, vendors and consultants
This is a great opportunity for someone looking to grow and progress their career into project management and real estate development. In this role the PM-RE would get ‘best in class', hands on experience, exposure and learning in the key aspects of real esate project development & management including project management, construction management, marketing, sales & delivery of residential real estate.

PROFILE
The PM-RE would principally:-
Be empowered by (and have direct access and reporting to) top management in A&MLead teams on RE projects with accountability on the quality and completeness of reporting and deliverables.Support decision making, internally between all disciplines including design, marketing, construction, procurement, finance, sales and CRM, and communicate externally to site teams, investors, board of directors.Initiate and independently manage research/studies related to architectural projects, market surveys, user preferences, architectural projects benchmarking etc. Collate results and present studies to management.Lead project meetings, video conferences, workshops with consultants, clients, developers and prepare minutes of meetings.Communicate (verbal and written) with development partners, consultants, clients, contractors and vendors Arrange and coordinate site visits, meetings, visits by development stakeholders (overseas and local).Ensure that all of the above are carried out in line with Company values.

Diversity & Inclusion

A&M's entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work-guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity-are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity and we foster inclusiveness. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.

Voluntary Inclusion
It is Alvarez & Marsal's policy to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, sex, sexual orientation, gender identity, family medical history or genetic information, political affiliation, military service, pregnancy, marital status, family status, religion, national origin, age or disability or any other non-merit based factor in accordance with all applicable laws and regulations.

Unsolicited Resumes from Third-Party Recruiters

Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.

The Sr. Manager, Technology Service Operations key responsibilities are to ensure technology operational services meet business needs through actively managed service delivery processes, performance metrics and analytics. Reporting directly to the Vice President, SupportCenter, this leader will deliver and improve IT service management functions within the domains of Change, Problem and Knowledge as well as partner closely with adjacent internal and external support organizations.

This is a highly visible role within the technology organization that will have frequent interaction with internal stakeholders including product and engineering leadership. Candidates should be comfortable acting as an advisor and thought partner as well as be able to flex their style to optimize their interaction with leaders. Decisions made by this leader will have a significant impact on the availability of Disney's supported business functions. The Sr. Manager will manage multiple teams, driving the completion of short-term initiatives which will result in the success of long-term strategic goals.
Responsibilities

* Provides overall leadership and direction for an operational service management organization in providing comprehensive technology perspective, procedural guidance, and compliance adherence with a strong emphasis on speed and precise execution.
* Technical leader who will provide thought leadership and drive execution excellence.
* Domain expert in the disciplines of business process, change management, problem management and hypercare planning.
* Defines processes and execution strategy for all areas of the portfolio as it pertains to change management, problem management and hypercare planning as well as service availability - ensures that measurements and KPIs are in place for all offerings.
* Responsible for consistently evolving and maturing the change management, problem management and hypercare planning approach.
* Manages work on complex business and operational issues that require the development of strategic plans and objectives. Displays consistent financial, operational and employee engagement success for own department or functional area.
* Maintains strong relationships with all Segment/Business Units as well as other support organizations in defining IT service operations delivery mechanisms, meeting service level requirements and resolving service operations issues across the portfolio.
* Partners with the Sr. Manager, SupportCenter to provide leadership coverage during critical activities
* Routinely cultivates and maintains relationships with technology industry thought leaders.
* Skilled negotiator with ability to compromise with peers, management, business partners and outside Supplier partners. Models the right working behaviors when dealing with conflict situations and moves to resolution quickly.
* Focused and emotionally aware team builder - accepting of the role of leader of not just their team but across the organization. Demonstrates leadership presence at all times and invests in the development the team and individuals that comprise it.
* Leader must be able to mentor and coach a technical team - should be able to relate to technical personnel and ensure they are properly positioned to succeed.
* Practices and encourages perpetual learning.

Basic Qualifications

* Bachelor's degree in a technology discipline or equivalent experience.
* 10 years of experience working in a technology related field
* 5 years managing a global technology operations organization
* 5 years experience implementing and delivering IT service management
* 5 years experience supporting software product develop and engineering organizations
* Ability to thrive in a dynamic and fast-paced operational environment where change is the norm
* Proficient with incident management software, specifically JIRA and ServiceNow
* Experience using observability software such as DataDog, Data Miner, Spectrum, Splunk, New Relic, and Thousand Eyes.

Preferred Qualifications

* Advanced Degree in a technical discipline or MBA
* Industry recognized advanced certification in IT Service Management
* Demonstrated ability to lead through influence across functional and organizational lines
* Highly analytical and collaborative qualities with strong technical, strategic, and problem-solving skills
* Experience presenting to and working with senior leaders