Manager Data Management
Manager Data Management
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Job Description
This role is responsible for the efficient delivery of a high quality service experience for data management customers provided by the Enterprise Solutions department. The service experience encompasses all issues inquiries and service requests related to the database products and services managed by the Data Management department.
This manager is additionally responsible for delivering on project commitments by leveraging appropriate staff experience and expertise. This position is also responsible for the selection management and ongoing professional development of high performing team members.
The manager is expected to be a vigorous client advocate and should implement and manage robust processes to ensure that issues are resolved timely and within published service levels. The manager will directly lead major incident resolution efforts coordinating resources across multiple IT&S departments.
They will have a keen understanding of how ITG products align with business operations.
MAJOR RESPONSIBILITIES AND ACCOUNTABILITIES
Management of administrator productivity staffing levels and skill set mix
Problem analysis and implementation of resolutions
Service Level Agreement planning and adherence
Software upgrade planning and implementation
Management of communications related to enhancements issues / defects and planned outages
Direct management of critical enterprise incidents and escalations
Prioritization of staff work based on business unit initiatives allocating the work appropriately for the skills and capacity of the team members and providing oversight to ensure the quality and timeliness of this work
Documentation and execution of opportunities for business process improvement and innovation process including a focus on increasing and maximizing utilization of existing technology or directing the revision of existing apps to increase operating efficiency or adoption to new requirements
Interface with other functional support groups in the planning and execution of work involving application changes
On call support for production systems and processes
20% Relationship Management / Product Optimization:
Provide application business owners and product teams with a periodic analysis of application health and adoption based on metrics and user feedback
Serve as advocate for the end user community in the prioritization of enhancements and defect corrections
Manage the software deployment pipeline to the degree required by managed business lines
Leverage metrics from monitoring tools and gather feedback from end users to regularly assess the health and performance of the applications supported by Data Management. The manager will work with the business owners to manage and communicate the prioritization of enhancements.
20% Staff Management and Development:
Attract and hire high performing / high potential staff members
Provide staff members with continuous support encouragement and feedback. Address performance or behavioral issues quickly and in accordance with ITG policy.
Lead organize and manage a team of administrators and reliability engineers (as needed) including establishing communication activity / productivity tracking and feedback tools that ensure execution on the teams objectives
Ensure effectiveness of the team by developing staff as a team while recruiting and developing individual talent that possess the necessary skills and represent the companys values
Conduct staff goals performance assessments and salary recommendations
20% Improvement of Internal Processes Capabilities and Toolsets:
Continuously analyze internal processes procedures and workflows to identify service gaps and / or waste
Develop and implement process improvement initiatives to improve client satisfaction and efficiency
Explore and encourage automation that will increase productivity of the data management team
Evaluate and recommend new technologies that have the potential to improve the service experience
Employment Type
Full Time
