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Manager, Enterprise Data

  • R0003499
  • Miami / South Florida — Corporate Office
  • February 20, 2018

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Job Description
The Assoc. Dir., Enterprise Data Management is responsible for ensuring the highest sustainable level of customer satisfaction with internal and external stakeholders. This role is accountable for the day-to-day functions of the data management COE to ensure enterprise data operations are compliant to budget, quality standards and committed service levels on an on-going basis. Key responsibilities include: Active business engagement, Escalation Management, Customer Management, Duty Management and Change Management. The Manager, Data Operations is both technically competent and business oriented.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

  • Provides oversight of service requests, changes, problems and incident processes including workflow creation and modification of the enterprise data intake, processing and delivery;
  • Manages the staffing plan, policies and procedures to support incident management for all service affecting events;
  • Creates a capacity management process and implements performance measurements and reporting mechanisms that identify baselines and detects trends that anticipate required capacity changes before performance is negatively impacted;
  • Maintains the exception management and process control strategy through automation, leveraging automated alerts, tickets and resolutions when possible;
  • Provides supervision for the operations and support of enterprise data systems that fulfill the needs of the business, and provides input to the Director, Data Management as well as to peers and direct reports responsible for other aspects of Enterprise Data;
  • Builds and maintains relationships with other Enterprise Data leaders to develop a clear understanding of business needs, ensures cost-effective delivery of Enterprise Data services to meet those needs, and responds with agility to changing business priorities;
  • Supports the Enterprise Data Operations and Support annual operating and capital expenditure budget and manages expenses to stay within plan;
  • Participates in the assessment of external and internal technology capabilities with a focus on suitability for integration with the existing Enterprise Data operations environment;
  • Provides oversight for vendor and partner relationship management;
  • Provides leadership, coaching, and direction to the Enterprise Data Operations and Support management teams and staff;
  • Continuously develops and communicates ways to improve the existing support process of production applications (Process Improvements);
  • Establish and maintain regular written and in-person communications with business leadership, department heads, and end users regarding pertinent Enterprise Data Operations activities;
  • Other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Experience in effectively managing cross-functional teams, influencing key stakeholders, across the organization and within complex contexts;
  • Demonstrated experience in establishing standard processes and managing performance to achieve key metrics;
  • Proven experience or demonstrated capability in leading Enterprise Data operations teams in complex and dynamic environments requiring 24/7 support;
  • Attainment of relevant certifications and professional networking via involvement in industry groups;
  • Exceptional leadership skills, with the ability to communicate a vision that inspires and motivates Enterprise Data Operations and Support staff and aligns to the Enterprise Data and business strategy;
  • Ability to instill confidence in the Head of Corporate Enterprise Data that Enterprise Data Operations and Support contributes to the business value of Enterprise Data;
  • Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role;
  • Excellent service management planning and execution skills;
  • Strong Enterprise Data operations acumen, including cross-domain knowledge and preferably earlier career experience in an individual contributor role within Enterprise Data;
  • Experience in budget planning and fiscal management;
  • Strong vendor management and partner relation skills to identify and leverage resources internal and external to the enterprise to enhance capabilities that support business objectives;
  • Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts to the Enterprise Data workforce;
  • Fluent in English;
  • Required to travel as needed.
Additional Job Description

EDUCATION AND EXPERIENCE CRITERIA:

  • Bachelor's degree in related field or equivalent experience;
  • Minimum of five (5) years in Enterprise Data or related field within a corporate environment;
  • Minimum of five (5) years of progressive leadership responsibilities.

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