Sr. Service Delivery Manager (Incident Resolution & Operations)

The Company 

Serving the People Who Serve the People 

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.  

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. 

Want to know more? See more of what we do here.  

The Granicus team is growing, and we’re looking for a dynamic, operations-focused ‘Senior Service Delivery Manager’ to support this growth. In this role, you'll oversee our company’s hardware, software and network changes. The Sr Service Delivery Manager oversees and coordinates with teams of specialists and service providers, ensuring all IT initiatives support the overall goals and objectives of Granicus.

The Sr. Service Delivery Manager will be responsible for managing IT Operations across a hybrid cloud environment. This is a hands-on manager role in a production environment with many IT Projects in the pipeline. The ideal candidate will have solid datacenter experience and hybrid cloud experience. The right candidate for this role will be a technical leader across disciplines; getting ‘hands on’ as needed. They will also enjoy working in a fast-paced, heavily collaborative environment, providing rapid resolutions and expertise for continuous improvement.

• Manage and oversee the IT infrastructure, including technology operations and implementation of IT systems and policies.
• Direct the planning, prioritization, implementation, deployment and evaluation of enterprise IT initiatives, in conjunction with supervisor.
• Lead efforts to identify opportunities to improve the reliability and security of IT systems, increase efficiencies, evaluate and review opportunities, perform cost-benefit analyses, and conduct audits.
• Contribute to the calendar of regularly scheduled IT tasks and processes.
• Analyze trends to identify potential training needs, policy updates and other corrective measures.
• Develop and deliver ongoing end user training opportunities.
• Collaborate with third parties/vendors to form business partnerships, align efforts to reach desired goals, and ensure products and services meet business needs.
• Guide teams on the implementation and support of IT initiatives and systems.
• Collect recommendations and proposals from technology partners to identify benefits, risks and desired outcomes. Recommend action plans and obtain sponsorship from leadership.
• Develop deep understanding of applications and services.
• Build strong relationships across all stakeholder groups and align IT Operations strategy to best meet their needs.
• Partner with Engineering managers to develop appropriate support model to most effectively leverage resources across teams.
• Establish runbooks for all applications with associated escalation procedures to reduce MTTRs.
• Develop onboarding / production readiness processes and dashboards using best of breed tools to support all stakeholders needs.
• Evaluate and optimize current monitoring and performance management tools.
• Participate in development standups to understand product release risks and impact.
• Own Major Incident Management process- driving rapid resolution and efficient follow-up on root causes.
• Lead RCA process for continual process improvement by identifying problems and delegating ownership of follow-up.
• Drive Leadership reporting and prioritization of remediation objectives.
• Continually drive automation to increase efficiency.
• Perform on-call duties as needed to support technology services to business. 
• Communicate in written and verbal forms to all levels of the organization on service issues and plans.
• Interface with network operations center staff for deployment/maintenance of servers, storage, and networking equipment
• Assist in managing custom software releases and deployment via DevSecOps methodology
• Responsible for deploying and maintaining a highly-available production environment with aggressive uptime goals
• Manage operating system patch deployment, database patch deployment
• Provide weekly and monthly reports to stakeholders
• Superb interpersonal skills, capable of working with multi-functional technical and business teams and varying levels of management
• Proven project management skills, including excellent presentation skills

• 2+ years in a leadership role managing technical resources and driving strong results, including remote resources.
• 2+ years of experience managing Cloud IaaS technologies.
• 5+ years of experience in an Enterprise role focused on Microsoft, *nix technologies.
• Familiarity with structure and support of 3 tier applications.
• Excellent written and verbal communication skills.
• Demonstrated ability to solve complex systems problems quickly.
• A results driven mentality and passion for technology and providing superior service.
• A History of continual learning and progression in responsibilities.
• Understand basic management approaches such as work scheduling, prioritizing, coaching and process execution.
• A 4-year university degree, or equivalent experience, and minimum 3-5 years prior relevant experience.

• Eight years of prior experience in the technology field. Applicable experience could include roles in delivering user support, project management, business analysis, systems analysis or IT consulting services in a professional environment with 10 or more users.
• A Bachelor’s degree is preferred; however, industry training, certification and continuing education will be considered.
• Ability to accommodate occasional evening and weekend work.
• Experience implementing and supporting Windows Servers, VMware, Active Directory/Office365, AWS, SAN, Hybrid Cloud, etc.
• Strong communication skills (written and oral)
• Experience with deployments and operations of 24x7 high volume, highly available systems
• A solid understanding of development, debugging, administration and automation frameworks
• Experience with logging platforms and application performance metrics: Elastic, LogRhythm , etc.

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit! 

Security and Privacy Requirements

-     Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

-     Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be

a part of our journey.

- A few culture highlights include – Employee Resource Groups to encourage diverse voices

- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and

sometimes difficult issues ranging from mental health to work-life balance and current affairs. 

- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employee

population 

The Impact

- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.