SENIOR MANAGER, IT, DCRI

Duke University - Durham, NC

Full-time - Mid Level

Durham, NC

5,001-10,000 employees

Educational Services

About the position

The Senior Manager, IT - Operations and Infrastructure at Duke University School of Medicine is responsible for overseeing the management of the Duke Clinical Research Institute's (DCRI) IT infrastructure, DevOps, application database administration, help/service desk functions, and IT change management. This role requires a strong working knowledge of ITIL standards and best practices, as well as experience with both on-premise and Azure Cloud hosted systems and resources. The Senior Manager will lead a team of IT professionals, fostering a culture of continuous improvement and operational excellence within the IT operations team. The position demands exceptional leadership skills and the ability to navigate and collaborate effectively within a matrixed IT environment, which includes dependencies on other university and health system IT groups. In terms of IT operations and infrastructure, the Senior Manager will oversee the design, implementation, and maintenance of both on-premise and cloud-based IT infrastructure, with a particular focus on Azure Cloud services. Ensuring the availability, performance, and security of critical systems and services is paramount. The role also involves implementing ITIL best practices to streamline operations, improve service delivery, and enhance customer satisfaction. The Senior Manager will lead the DevOps team in the development, deployment, and management of applications and services, driving the adoption of automation tools and practices to improve efficiency. This includes implementing Infrastructure as Code (IaC) to manage and provision computing infrastructure through machine-readable definition files and collaborating with software development teams for seamless integration and continuous delivery of applications. Additionally, the Senior Manager will ensure that the help/service desk team provides efficient support to end-users, implementing and monitoring key performance indicators (KPIs) to measure service desk performance and customer satisfaction. The role also encompasses developing, implementing, and overseeing IT change management processes to ensure changes are introduced in a controlled manner, minimizing disruption to operations. The Senior Manager will be responsible for developing, reviewing, and maintaining comprehensive IT policies and procedures, ensuring alignment with industry best practices and regulatory requirements. Collaboration with other university and health system IT groups is essential to align strategies and coordinate projects, serving as a liaison between IT operations and other departments to address their technology needs. Regular communication with senior leadership and stakeholders is also a key aspect of this role, providing updates on IT operations and infrastructure projects.

Responsibilities

• Lead and manage a team of IT professionals, including infrastructure engineers, DevOps specialists, application database administrators, and help/service desk personnel.
• Foster a culture of continuous improvement, professional growth, and operational excellence within the IT operations team.
• Develop and implement strategies to ensure the reliability, security, and scalability of IT infrastructure and services.
• Oversee the design, implementation, and maintenance of on-premise and cloud-based IT infrastructure, focusing on Azure Cloud services.
• Ensure the availability, performance, and security of critical systems and services.
• Implement ITIL best practices to streamline operations, improve service delivery, and enhance customer satisfaction.
• Lead the DevOps team in the development, deployment, and management of applications and services.
• Drive the adoption of automation tools and practices to improve efficiency and reduce manual intervention.
• Implement Infrastructure as Code (IaC) to manage and provision computing infrastructure through machine-readable definition files.
• Collaborate with software development teams to ensure seamless integration and continuous delivery of applications.
• Oversee the administration and optimization of application databases.
• Ensure the help/service desk team provides efficient and effective support to end-users.
• Implement and monitor key performance indicators (KPIs) to measure service desk performance and customer satisfaction.
• Develop and maintain incident, problem, and change management processes in accordance with ITIL standards.
• Develop, implement, and oversee IT change management processes to ensure changes are introduced in a controlled and coordinated manner.
• Manage the evaluation, planning, and execution of IT changes to minimize disruption to operations and ensure alignment with business objectives.
• Maintain detailed records of all changes and ensure proper communication with all stakeholders.
• Develop, review, and maintain comprehensive IT policies and procedures.
• Ensure that all policies and procedures align with industry best practices, regulatory requirements, and organizational goals.
• Communicate and enforce IT policies across the organization to ensure compliance and standardization.
• Work closely with other university and health system IT groups to align strategies, share resources, and coordinate projects.
• Serve as a liaison between IT operations and other departments to understand and address their technology needs.
• Communicate effectively with senior leadership and stakeholders, providing regular updates on IT operations and infrastructure projects.

Requirements

• BA or BS in computer science, mathematics or an Information Technology-related field and 8 or more years of related experience, or equivalent combination of education and experience.
• Three (3) years of experience in managing people and supervisory experience required.
• Strong knowledge of ITIL standards and best practices.
• Extensive experience with both on-premise and Azure Cloud hosted systems and resources.
• Experience with DevOps engineering practices and tools.
• Proven experience in SDLC, release and change management processes.
• Proven ability to manage and lead a diverse team of IT professionals.
• Excellent problem-solving skills and the ability to make decisions in a fast-paced environment.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with various stakeholders.
• Experience working in a matrixed IT environment, particularly within academic or healthcare settings, is highly desirable.
• ITIL Foundation or higher certification preferred.