Reporting to the Chief Information Officer, the Director of IT Operations shall provide the required leadership to define and execute strategic technology initiatives as well as ensure proactive management of the enterprise technology platforms, data center and address any production incidents that occur. Provide strategic and managerial oversight and direction for Technology Operations, including help desk support, maintaining existing systems, implementing new systems, and integrating operations activities with other SMUD IT projects, systems, services, and strategies. IT infrastructure components as follows: enterprise systems management and monitoring, backup and archiving solutions, Active Directory, databases, network infrastructure, servers, end points, storage and data replication, and high availability solutions in traditional datacenter, IaaS environments and hybrid cloud solutions. Major Duties & Responsibilities

  • Oversees and directs the overall IT systems including management of direct and matrixed resources; deploys and maintains applications, defines requirements to ensure the coordination, planning, and specification for a reliable, secure, cost-effective, manageable, and flexible computing environment and infrastructure; interfaces with Executive Management, Process Owners, and Managers in establishing priorities for the SMUD's future computing needs.
  • Leads Change Management to ensure the successful deployment and use of applications throughout SMUD; encourages continuous improvement efforts through process improvement (reengineering) and SMUD-wide technology services.
  • Ensures that all IT Infrastructure and applications are maintained and operating to their peak efficiency, and that required technical and business processes are supported. Ensures that all SMUD staff using the IT systems are properly trained to maximize their use and capabilities.
  • Develop Service Level Agreements and ensure that all service levels are met.
  • Performs full range of managerial responsibilities which may include but are not limited to: interviewing, hiring, coaching and developing employees to include planning, assigning, and directing work.
  • Manage supplier relationships that provide hardware, software, maintenance and support for highly technical and complex systems.
  • Build a high performing team through staff development, recruiting and retention to support growing business needs.
  • Lead Disaster Recovery efforts and ensures Disaster Recovery solutions are tested, kept current and apply to real world situations.
  • Define Key Performance Index (KPI) for the datacenter mission critical facility operations and manage to those KPIs.
  • Implement best practices for infrastructure services including proven infrastructure methodologies, service management processes and operations support.
  • Ensures monitoring, measuring, and reporting of service performance against service level objectives, customer satisfaction and financial goals.
  • Ensures appropriate systems and service continuity plans are defined, in place, and exercised regularly.
  • Other related duties as assigned

Minimum Qualifications

EDUCATION: Education: BS/BA in Computer Technology, Business Administration or related field. EXPERIENCE: Ten or more years extensive experience in the design, implementation, and evaluation of business technology applications and systems. At least 5 years of supervisory and/or management experience which demonstrates the ability to provide leadership and effective management of a diverse work force; extensive experience managing consultants and contractors. Experience managing help desk using ITSM methodologies and a background in ITIL. KNOWLEDGE OF: Developing business goals, objectives, activities, and plans; business information needs and, requirements for addressing core functions and processes; principles, practices, and trends in management and supervision techniques; personnel policies and practices; project management methodologies; procedures, and organization; industry trends regarding business and information technology; principles of information systems analyses; large-scale information system design, development, and integration; information technology policies, procedures, and standards; distributed, and real-time systems computing management, planning, and operations; and business process improvement techniques, including reengineering. SKILL TO: Negotiating with others; resolving problems; setting organization and team goals; planning and directing the identification of complex and large-scale information system requirements; enlisting the support and cooperation of Managers, Supervisors, technical and business support staff, consultants, and vendors in meeting the goals and objectives set forth in project plans; organizing and establishing priorities for and supervising a multi-disciplinary staff; participating in the decision making process for project development; communicating effectively both orally and in writing with management, staff, and peers from various and diverse organizations within and outside SMUD; anticipating, identifying, and resolving conflicts and priorities with policy and technical issues; and making presentations to the Board, Executive Management, and others.