Manager, Engineering, Managed Services – AIX, Unix & Linux

Overview

Lead a Managed Services Engineering team delivering AIX, Unix and Linux services, achieving financial, operational, customer satisfaction and coworker targets while serving as product owner for the assigned services.

What you'll do

• Understand and align the engineering team to implement the overall Services strategy, building and maintaining key relationships with product development, professional services and sales.
• Execute customer service level agreements using the operational framework and standard operating procedures to meet or exceed customer satisfaction.
• Drive continuous service improvement across process and staff management using objective and subjective methods, including performance management.
• Allocate engineering resources to maintain, support and optimize the assigned technology areas.
• Establish and cultivate solid working relationships with customers through sales opportunities, quarterly reviews and support issues.
• Build and maintain strong relationships with key partner representatives (Cisco, IBM, Microsoft, VMware, etc.).
• Understand customer environments and business needs; track, monitor and report customer satisfaction performance measures, including customer satisfaction surveys.
• Manage workload, prioritize and assign resources, and review Service Desk queues and related reports.
• Serve as primary point of contact for strategic and tactical plans for the current and future development of the assigned technologies.
• Perform time reporting and related analysis.
• Hire staff, build and motivate effective teams, and delegate responsibilities to appropriate team members.
• Manage performance through consistent positive and negative feedback, subjective and objective assessment, coaching/mentoring, and individual development planning (career path, improvement opportunities, training).
• Maintain the on-call schedule.
• Work closely with peers to achieve company, department and personal goals, and take calculated risks to meet customer needs and department goals.
• Oversee the development, maintenance and performance of the problem, change and work order processes.
• Deliver the operational framework and standard operating procedures to staff and ensure adherence through quality assurance.
• Review the operational framework and standard operating procedures on an ongoing basis to identify process and organizational structure gaps.
• Communicate regularly with staff and customers, both written and face-to-face, and collaborate with other groups and managers to manage customer expectations and environments.
• Manage operational costs, plan and budget.

What you'll need

• Bachelor's Degree and 5 years of relevant experience OR 9 years of related consulting or IT services delivery experience.
• Previous consulting leadership experience.
• Process management and improvement.
• Experience in ITIL.
• Experience managing AIX, Linux and Unix environments, including enterprise operating systems, virtualization, clustering, storage integration and related tools.
• Understanding of AIX, Linux and Unix capacity planning, performance tuning, patching, high availability and workload automation.
• Ability to lead teams and gain consensus.
• Ability to communicate effectively and concisely, both orally and in writing, using styles appropriate to the audience.
• Ability to balance multiple priorities, adapt to changing business needs and meet deadlines.
• Proven ability to proactively collaborate, build relationships, take initiative and creatively problem solve.
• Ability to identify and creatively resolve client, project and people issues.
• Proven negotiation skills.
• Knowledge of IBM, Cisco, Microsoft, HP, or Dell products and services.
• Experience working with vendors and business partners.
• Ability to lead and manage to ensure attainment of critical results.
• Ability to compute, analyze and interpret complex statistical data for reporting and/or forecasting.
• Ability to act as a trusted advisor in a strategic partnership.
• Ability to multi-task, organize and prioritize.
• Able and willing to travel up to 25% or as needed to other CDW locations, meetings or client sites.

Nice to have

• Experience managing IBM AIX, Red Hat Enterprise Linux, SUSE Linux Enterprise Server, Ubuntu, Solaris and HP-UX.

Details

• Location: Remote – USA.
• Pay range: $126,500 - $177,100 depending on experience and skill set; salary ranges may be subject to geographic differentials.
• Annual bonus target of 20%, subject to terms and conditions of plan.
• Travel: up to 25% or as needed.