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Managed Services Operations, Global Processes and Tools Lead

Company: Teradata
Location: San Diego
Posted on: June 14, 2018

Job Description:

Managed Services Operations, Global Processes and Tools Lead Teradatas Managed Services Practice provides proactive database, application and infrastructure operations for our customers analytic ecosystems to deliver continuous improvements and maximize the business outcomes they receive. We provide operations for the customers entire analytic ecosystem including the Teradata database and tools, Data Integration, Business Intelligence, Analytic Applications, Open Source, and security products. Our global base of Managed Service customers spans across Teradata IntelliCloud, AWS, Azure and customer-owned-datacenters. The Global Process and Tools Lead is a high-impact position that helps define ITIL-aligned processes and procedures that are performed by our regional on-shore and off-shore Managed Services delivery teams. The industry is undergoing dramatic change as these processes are improved with newer DevOps, Artificial Intelligence, Machine Learning and ChatBot capabilities. We need a leader who can help us optimize the use of these new automation and orchestration functions in a meaningful way for our customers. One that also provides continuous improvements in our operational efficiency. This position manages a small off-shore development team that supports our IT Service Management (ITSM) and IT Operations Management (ITOM) tool that are fundamental to our delivery practice. This position works very closely with the broader Managed Services Practice that includes the region-based Managed Services teams and the Global Consulting Centers. This position is also highly collaborative with our Intellicloud and Customer Services teams with whom there are many touchpoints in supporting the end customer. In certain cases, the individual will also be required to drive or run cross practice projects/programs. The individual must have previous Managed Services experience in a related industry and be able to lead the strategy and direction of our operational best practices within Teradatas Managed Services business. A working knowledge of ITIL processes and DevOps Foundations is required. Prior hands-on experience with implementation and administration of ServiceNow or Salesforce ServiceCloud, is required. Knowledge of industry leading monitoring and security tools in the Analytics space, preferred. This individual will be responsible to:

  • Establish operational delivery processes for Managed Services that adhere to ITIL best practices
  • Develop our service catalogs and the associated procedures for new service offers
  • Develop standard Service Level Agreements measures and reporting
  • Collaborate with other Teradata organizations to clearly define lines of accountability and key touchpoints in our joint delivery
  • Develop a service audit process to ensure delivery on individual accounts meets or exceeds the established guidelines
  • Globally deploying automation and orchestration tools developed via the offshore team
  • Implement new processes and tools as part of our DevOps Tool Chain
  • Provide good, classic program management skills This position will be based in Rancho Bernardo, California and will include -15% travel including customer interaction requiring Managed Services domain subject matter expertise and internal meetings. It is expected that infrequent travel to the offshore centers will be required. Education & Experience:
    • 5+ years Managed Services domain experience. Resulting in an in-depth understanding of Managed Services business and delivery models
    • Working knowledge of ITIL and DevOps Best Practices
    • Highly organized with strong program management skills in a virtual, cross-functional environment. Ideally PM experience involving software technology
    • Practical knowledge of analytics and data warehousing
    • Experience moving offers and/or products from concept phase to deployment, business case development.
    • BS in Computer Science, Information Systems or related business degree. MBA desirable, but not required.
    • Excellent presentation and delivery skills, with ability to influence others
    • Excellent negotiation skills and ability to build alignment between organizations
    • Certification for ServiceNow and/or ServiceCloud highly desired *Our total compensation approach includes a competitive base salary, 401(k), strong work/family programs, and medical, dental and disability coverage. Teradata is an Equal Opportunity/Affirmative Action Employer and commits to hiring returning veterans.

      Keywords: Teradata, San Diego, Managed Services Operations, Global Processes and Tools Lead, Other, San Diego, California

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