Technology Services Manager

Job Title
:
Technology Services Manager (Contract)

Location
:
Onsite (Richmond, VA and Dallas, TX preferred)

Job Description
:
Our client is seeking a Technology Services Manager for a contract opportunity. This seasoned professional will ensure stable and consistent operations, change, configuration, incident and problem management. Acting as the Ops Partner, the individual will be accountable for ensuring awareness and consistent execution of documented Enterprise Operations standards and ITIL processes within the product line. The role collaborates to drive cross‑team knowledge and contributes to overall product resiliency and availability.

Working closely with engineers, subject‑matter experts, vendor managers, and stakeholders, the Ops Partner focuses on delivering and improving client technology needs in both on‑premises and cloud environments. This role will also assist in delivering a network‑focused product within our Network and Integration product line, serving as a technical operations expert on the design, implementation, and support of various network channels.

A strong knowledge of networking technologies is essential.

• Serve as primary point of contact within Operations for the assigned product line.
• Accountable for the operational platform oversight of services, client applications, and supporting infrastructure.
• Ensure delivery of high‑quality, cost‑effective and efficient services.
• Facilitate and coordinate technology planning and implementation efforts related to platform services in support of business needs across matrixed teams.
• Develop and maintain business relationships with supporting roles, critical clients, and vendors; represent client/vendor interests in planning and implementation of platform services.
• Partner with cross‑functional teams to deliver high‑quality product enhancements on time and within budget.
• Effectively communicate with other roles, clients, and resources to update and maintain progress and status of critical events, incidents, or initiatives; provide input as needed to senior leadership.
• Actively track and coordinate resolution of platform service incidents, changes, problems, and requests within process guidelines.
• Perform Root Cause Analysis on high/significant platform incidents.
• Coordinate after‑action items on platform‑related high incidents to prevent recurrence.
• Ensure platform infrastructure environments are proactively managed to meet or exceed SLA targets.
• Proactively identify platform/infrastructure technology service needs; assist in defining product vision and strategy, soliciting client input in technology planning.
• Support and prioritize projects; assist in determining best technical implementation methods and reasonable execution schedules.
• Lead initiatives, as appropriate, representing Operations.
• Adhere to business requirements and scope.
• Apply risk management discipline in all involved efforts.
• Provide secondary support and assist fellow Operations PSMs in specific areas as needed.

• Experience working with large infrastructure hosting environments; thorough understanding of how separate components work together to provide reliable and secure hosting environments.
• Knowledge of network and security technologies; experience connecting two complex networks together using patterns such as DMS.
• High level proficiency in networking and technical knowledge in managing distributed information systems, tiered application infrastructure in an enterprise environment, and cloud and data center network operations.
• Proficiency with WAN, VPN, DNS, routing, firewall, and load balancer technologies.
• Familiarity with product‑management methodologies and techniques: managing technology offerings across lifecycle, enabling cross‑functional teams, determining success criteria by outcomes, ensuring customer input throughout the product lifecycle.
• Strategic thinking and thorough research with high‑level technical analysis.
• Excellent interpersonal, negotiation, creativity, attention to detail, and oral and written communication skills.
• Team collaboration experience to achieve operations objectives.
• Ability to direct…