Director - Technical Service Delivery - Shiloh Industries - Cleveland

Job description
Work closely with the VP ITS and leadership to align Shiloh’s global infrastructure and operations strategy with enterprise priorities. Responsible for the day-to-day management of information technology / infrastructure operations including all telecommunication & network services, server services and data center (Shiloh owned, co-location, 3rd party hosted). Oversee project execution including requirements definition, funding approval, planning, implementation, maintenance and support. Ensure that service level targets are met and address all service level disruptions.

Essential Duties and Responsibilities include the following:
Strategy & Planning: Responsible for global technology evaluation, planning, implementation, service delivery and compliance of the IT infrastructure and hosting environments; stay current with IT Industry trends and best practices and assess their impact on current business needs and long-range infrastructure plans designed to maintain cost effectiveness and competiveness of the enterprise’s IT infrastructure.
Technical Service Delivery Management: Responsible for the delivery of service levels for enterprise applications, databases, servers, networks, storage, email, phones, directory and other technology platforms shared across the enterprise, in both internal and hosted environments as appropriate.
Talent Management: Identifies technical capabilities needed to deliver the business plan, hires or develops employees to deliver technical needs.
Service Improvement: Works with leadership to define initiatives for improving service efficiency and effectiveness in areas including platform architecture, computer systems, database administration, data centers, networks, telecommunications, storage, backup/recovery, resource planning, monitoring and reporting and business continuity planning for disaster recovery.
Process Management: Familiarity with the ITIL or ITSM frameworks to help build a professional IT processes. Proven experience in designing, managing and measuring the performance of infrastructure support functions.
Problem Management: Implement professional methods and tools for troubleshooting, resolving, and eliminating issues. Familiarity with root cause and corrective action process approaches is critical to improve service improvement. Also, creates processes to efficiently document maintenance activities, failure analysis results, incident reports, penetration analysis, audit results and activities related to management of projects
Vendor Management and Procurement Administration: Experience managing service partners and their commitments, licensing agreements, maintenance & support agreements, and compliance in cost effective ways. Also responsible for vendor selection, negotiation and management for all technology procurement, contractors and services (hosting, co-location, Internet, communications, telephony, etc.).
Financial Management: Proven experience managing multi-million dollar budgets (capital and expense) and the acquisition of equipment, maintenance and services, with intense focus on cost management.

Supervisory Responsibilities:
Leads the work of the technical services department through multiple subordinate managers and individual contributors.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
This job description will be reviewed periodically as duties and responsibilities change with business necessity. All job functions are subject to modification.
Desired Skills and Experience
Knowledge, Skills and Abilities:
Education and/or Experience:
15+ years in Information Technology and 5+ years of experience in a 24x7 99.9% uptime environment with 5+ years of experience in a director role managing people and processes
Experience planning and managing large budgets, including ROI analysis of large projects
Knowledge of, and experience with, industry frameworks, standards and regulations, such as ITIL, ITSM, COBIT
Operations experience including capacity planning and forecasting, risk management, including response and recovery, and business continuity required
Experience implementing and managing Managed Service Provider model preferred
Experience with deployment to cloud providers
Bachelor Science degree in Computer Science or Management Information Systems, or related field or equivalent years of work experience (Master degree in Computer Science or MBA preferred)

Skills and Abilities:
Technical understanding of modern data center technologies such as: virtualization, cloud services, operating systems, local and wide area networking, compute, storage, database, configuration management, automated provisioning and orchestration, run book and process automation, authentication and authorization, telephony and unified communications
Ability to communicate complex, technical concepts to executive staff, business sponsors and technical resources in clear concise language
A thorough understanding of technologies required for distributed enterprisse and cloud based networks.
Excellent career development skills applied to developing and growing high performing teams
Must be able to manage large workload and multiple projects simultaneously in a dynamic fast paced environment.
Experience managing remote staff and service providers, preferable on a global basis
Excellent written and oral skills
Certificates, Licenses, Registrations:
Certified Information System Security Professional (CISSP) or Certified Information Security Manager (CISM) a plus
Certified ITIL Practitioner a plus

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