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4 months ago
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Senior Manager IT Business Service, Ground Operations & Security


Atlas Air
Location: New York, United States
Job type: Permanent
Sector: IT & Communications
Category: Senior Manager
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Overview:

This position is responsible planning and overseeing the delivery of IT services to the Ground Operations (GO) business function globally and day-to-day management of direct support staff.

Responsibilities:

Work/Pipeline Management – Oversees the establishment and execution of projects and day-to-day work in a predictable and transparent manner supportive of clear communications, planning, tracking and resource allocation. Plans and then executes to plan allowing for the constraints of daily support

* Development of the annual project list for budgeting purposes
* Tracking and follow-up on project commitments made by the department
* Governance of new requests, how they get into the pipeline and how they are communicated to stakeholders
* Creation of requirements regarding day-to-day support by other IT support groups such as Tech Support
* Completion of agreed work
* Proactive management of precursor work, e.g., approvals, contracts, RFPs, other departments' work
* Proactive resourcing and budgeting against work coming up

Service Management – Ensures the business receives the level and quality of service agreed and required in support of the smooth execution of its function

* Maintenance and monitoring of open issues and requests for IT service on the part of the business
* SLA monitoring to ensure IT is living up to its commitments
* Analysis of incident data for root cause determination and reliability improvement
* Service process development to ensure IT service delivery meets the business needs, e.g. PC deployment
* Oversight of SOX-compliance for GO systems

Business Improvement – Combines a detailed knowledge of the business and work processes with IT tools and techniques to identify and execute on opportunities to improve business functions and create better outcomes

* Workflow analysis in support of business process improvement and as input to business requirements definitions
* Mapping of data flows to ensure relational integrity of data sources and sinks in the business process and in support of data entered once and used everywhere it is needed
* Sit at the table as part of the business team. Be aware of the challenges facing their operation and develop strategies for how IT can help. Communicate the state of the business back to the rest of IT to generally increase awareness

Strategy and Investment Planning – Understands that IT is a service delivery business requiring prioritization, preparation and investment

* Development of a two or three year technology investment plan including known and newly identified projects, organized to deliver a constant stream of value.
* Development of metrics (budget, savings, NPV) for existing and proposed projects to justify them
* Anticipation of new technology and IT support needs based on business plans, strategies, changes to the infrastructure, business processes and emerging technologies

Leadership – Effectively motivates and coordinates others in the service of the business

* Communication across the IT organization regarding the plans and needs of the business
* Coordination and contracting with the other areas of IT to achieve a successful outcome
* Capable of leading the architecture and design of new solutions or to determine root cause for problems
* Serves as a reference point and teacher to others
* Maintains currency with the latest thinking and developments in the area
* Effectively imparts skills to the rest of their organization so as to raise the capability of the entire group over time

Adherence to Compliance – Ensures we operate in a manner that not only complies with written policy but also embodies the intent to minimize the various risks inherent in running IT

* Knows policies and works to develop and enforce them
* Ensure projects adhere to company policies and procedures
* Educates staff to policy existence and application
* Assesses and improves processes associated with compliance
* Addresses compliance issues when they arise and prevent recurrence
* Institutes regular check points to validate compliance status

Problem Solving - Need to be able to solve, or attempt to solve, all manner of technology related issues as presented by the respective business units.

* Need to be able to assist with the resolution of any & all technology related issues that are presented to you by your respective business areas.
* Need to be familiar with IT organizations with respect to roles & responsibilities. Need to be able to quickly identify the skill sets required to troubleshoot and resolve a technology issue.
* Need to be able to easily assess all issues presented to you, and quickly determine the best course of action.
* Need analytical capabilities
* Hands-on, practical experience in an IT, problem-solving environment is strongly desired
* Need an operations, always-on mindset to be able to jump in to help with a technology issue, regardless of time of day, day of the week, or day of the year.
* Need to be able to pro-actively identify and detect technology issues, and initiate a resolution plan before they impact the business

Qualifications:

* Demonstrable track record of creating and managing the IT functions described above
* Airline experience preferred
* Five to eight years working experience
* Must be well suited for an entrepreneurial environment which is extremely fast paced with high rates of growth
* Ability to lead and interact with all levels of the organization
* Capable and willing to roll up his/her sleeves to accomplish what is necessary in a lean environment
* Strong team, interpersonal and communication skills
* Ability to be supportive and mentally tough
* Well-rounded technology background and experience required. Need a diverse set of technology skills to help resolve technical issues for the business.
* Hands-on, practical experience solving technology related issues.
* Ability and willingness to be available to assist with issue resolution 24 X 7 X 365.
* Some travel required
* Degree required
Overview:

This position is responsible planning and overseeing the delivery of IT services to the Ground Operations (GO) business function globally and day-to-day management of direct support staff.

Responsibilities:

Work/Pipeline Management – Oversees the establishment and execution of projects and day-to-day work in a predictable and transparent manner supportive of clear communications, planning, tracking and resource allocation. Plans and then executes to plan allowing for the constraints of daily support

* Development of the annual project list for budgeting purposes
* Tracking and follow-up on project commitments made by the department
* Governance of new requests, how they get into the pipeline and how they are communicated to stakeholders
* Creation of requirements regarding day-to-day support by other IT support groups such as Tech Support
* Completion of agreed work
* Proactive management of precursor work, e.g., approvals, contracts, RFPs, other departments' work
* Proactive resourcing and budgeting against work coming up

Service Management – Ensures the business receives the level and quality of service agreed and required in support of the smooth execution of its function

* Maintenance and monitoring of open issues and requests for IT service on the part of the business
* SLA monitoring to ensure IT is living up to its commitments
* Analysis of incident data for root cause determination and reliability improvement
* Service process development to ensure IT service delivery meets the business needs, e.g. PC deployment
* Oversight of SOX-compliance for GO systems

Business Improvement – Combines a detailed knowledge of the business and work processes with IT tools and techniques to identify and execute on opportunities to improve business functions and create better outcomes

* Workflow analysis in support of business process improvement and as input to business requirements definitions
* Mapping of data flows to ensure relational integrity of data sources and sinks in the business process and in support of data entered once and used everywhere it is needed
* Sit at the table as part of the business team. Be aware of the challenges facing their operation and develop strategies for how IT can help. Communicate the state of the business back to the rest of IT to generally increase awareness

Strategy and Investment Planning – Understands that IT is a service delivery business requiring prioritization, preparation and investment

* Development of a two or three year technology investment plan including known and newly identified projects, organized to deliver a constant stream of value.
* Development of metrics (budget, savings, NPV) for existing and proposed projects to justify them
* Anticipation of new technology and IT support needs based on business plans, strategies, changes to the infrastructure, business processes and emerging technologies

Leadership – Effectively motivates and coordinates others in the service of the business

* Communication across the IT organization regarding the plans and needs of the business
* Coordination and contracting with the other areas of IT to achieve a successful outcome
* Capable of leading the architecture and design of new solutions or to determine root cause for problems
* Serves as a reference point and teacher to others
* Maintains currency with the latest thinking and developments in the area
* Effectively imparts skills to the rest of their organization so as to raise the capability of the entire group over time

Adherence to Compliance – Ensures we operate in a manner that not only complies with written policy but also embodies the intent to minimize the various risks inherent in running IT

* Knows policies and works to develop and enforce them
* Ensure projects adhere to company policies and procedures
* Educates staff to policy existence and application
* Assesses and improves processes associated with compliance
* Addresses compliance issues when they arise and prevent recurrence
* Institutes regular check points to validate compliance status

Problem Solving - Need to be able to solve, or attempt to solve, all manner of technology related issues as presented by the respective business units.

* Need to be able to assist with the resolution of any & all technology related issues that are presented to you by your respective business areas.
* Need to be familiar with IT organizations with respect to roles & responsibilities. Need to be able to quickly identify the skill sets required to troubleshoot and resolve a technology issue.
* Need to be able to easily assess all issues presented to you, and quickly determine the best course of action.
* Need analytical capabilities
* Hands-on, practical experience in an IT, problem-solving environment is strongly desired
* Need an operations, always-on mindset to be able to jump in to help with a technology issue, regardless of time of day, day of the week, or day of the year.
* Need to be able to pro-actively identify and detect technology issues, and initiate a resolution plan before they impact the business

Qualifications:

* Demonstrable track record of creating and managing the IT functions described above
* Airline experience preferred
* Five to eight years working experience
* Must be well suited for an entrepreneurial environment which is extremely fast paced with high rates of growth
* Ability to lead and interact with all levels of the organization
* Capable and willing to roll up his/her sleeves to accomplish what is necessary in a lean environment
* Strong team, interpersonal and communication skills
* Ability to be supportive and mentally tough
* Well-rounded technology background and experience required. Need a diverse set of technology skills to help resolve technical issues for the business.
* Hands-on, practical experience solving technology related issues.
* Ability and willingness to be available to assist with issue resolution 24 X 7 X 365.
* Some travel required
* Degree required
Apply

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