10439 – Sr. Manager of IT Service Delivery

About the position

This on-site role will lead engagement with Hyundai Translead (HT) Executives, Management and Employees to understand their business objectives and related technology needs and align resources to address all IT requirements. This role will manage the HAEA IT Service Delivery Team assigned for HT including employees, partners, and contractors for optimal performance. The Service Delivery Manager will prepare and deliver reports to HT and HAEA management including but not limited to weekly/monthly performance, financial plans, projects, and business roadmaps. The Manager is responsible for overall management, leading technical and administrative activities for the HT business unit in the following area: All IT systems and facility operations and Continuous Improvement (CI), Enterprise Applications Support (SAP ERP, Web/Mobile, D365), New business supporting IT project proposals, Initiation, management, and delivery, Cybersecurity continuous improvement and hardening, Network continuous improvement and optimization, IT Service Desk ticket processing, on-time delivery, and quality management, Server administration, storage, and backup, Operating Systems (Windows, Linux, Unix, etc.) timely update and modernization, Cloud and Desktop Administration.

Responsibilities

• Ensure All IT systems and facilities up and running 24/7
• Ensure alignment of HAEA IT resources and especially the HT IT Service Delivery Team with business objectives and needs
• Lead application of up-to-date technology to effectively enable HT business success
• Lead, manage, and develop the HT IT Service Delivery team
• Prepare annual IT budget proposal, contract documentation (SoW, SLO, KPIs), business action plans
• Periodic KPI monitoring, performance review and improve as needed
• Prioritize, assign, and monitor projects and operational activities
• Ensure compliance with company and industry standards in delivering IT Services
• Active collaboration with Hyundai Motor Group headquarters, RHQ, sister companies, and production site IT team in Mexico
• Ensure that resources are available for client support and projects including HAEA employees, contractors and partners
• Maintain a resource plan to support HT IT current and future needs
• Guide and lead team members to enhance capability and productivity continuously
• Interface with users, troubleshoot issues, and provide appropriate solutions
• Create and maintain technology infra standards according to the policy and procedure
• Work closely with HAEA management team to effectively resolve issues
• Carry out the executive summary and procurement process for acquisition of new equipment, software and lease refreshes
• Review contracts, obtain quotes, and perform TCO analysis
• Oversee day to day operations and establish priorities for all team members
• Act as technical lead and/or project manager on projects of small to moderate scope
• Formulate, forecast, and monitor the budget utilization throughout the year
• Address service requests and resolve issues within agreed SLO/SLA in SoW
• Manage and support HT applications as assigned and systems (laptops, desktops, workstations, printers, storage, network, servers, etc.)
• Responsible to keep computer systems updated with latest operating system and application patches
• Assist coordination of adds/moves and changes

Requirements

• Bachelor's Degree in IT Management or equivalent work experience
• 8-10 years of experience in related IT management position and working in a corporate environment supporting 500+ users
• Advanced skills in: SAP ERP and Dynamics CRM, Web/Mobile Application, Customer Engagement and Vendor Management, Project Management, Network Administration / Engineering, Microsoft Windows Desktop / Windows Server / MS Exchange / Active Directory
• Excellent technical knowledge of network and computer hardware, including troubleshooting network connectivity issues
• Knowledge of IT principles and best practices
• Demonstrated ability to research and learn new technologies and best practices and methods in the IT field
• Demonstrated ability to adapt to rapidly changing business requirements
• Flexible, organized and able to work effectively with all levels of employees
• Experience in a matrixed organization with the proven ability to influence people
• Bilingual (English/Spanish) is a plus

Benefits

• Salary Range - $132,620 - $189,640