Job: Manager of Technology Services Delivery
Job Description
Job Type: Full time, Salaried
Wage: $96,000/yr.
Location: Remote, CO,
Job Description:
Pax8 is the leading cloud-based technology marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to be the world’s favorite place to buy cloud products. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it’s business, and it IS personal. We are passionate, creative and humorously offbeat. We work hard, keep it fun, and expect the best.
We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.
No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right "fit" – instead, we look for the add. We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.
We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.
Position Summary:
The Manager of IT Service Delivery leads a tactical team of engineers which deliver the functionality, availability, security and continuity of technical systems aligned to a respective customer cohort (Business Unit, BU). This role is focused on building an effective, highly performing team which shares in the success and challenges of their BU. The goal of the team is to provide maximum value from technology solutions while assuring the best customer experience.
Personal Contribution:
The manager, working closely with the Technology Services Delivery Director, manages the talent, including the team composition, skill sets, performance, and appropriate coverage both physical and remote needs for geographic locations. A primary function of the manager is to develop and improve team members.
Essential Responsibilities:
- Team Development and Support - Perform full range of managerial duties for employees supervised, including recruitment, compensation planning, performance reviews, and 1:1’s; fostering a collaborative and results-oriented work culture. Supporting the professional growth and well-being of team members is important for maintaining morale and productivity and is the Manager primary responsibility. This includes providing mentorship, resolving conflicts, and facilitating training opportunities to enhance skills and capabilities.
- Team Performance – It is critical to our success that we recognize the value of our team’s commitment and contribution. The Manager will leverage Key Performance Indicators (KPIs), customer survey feedback, and other metrics to build an effective, highly performing team.
- Continuous Improvement – Change is driven by the team. The Manager will lead appropriate ceremonies for the team to surface opportunities for improvement. The Manager’s role is to remove barriers/blockers, support the reduction of toil and ‘tech debt’. Coordinate the support and improvement related to audit requests and findings, adjusting current priorities as needed. Continuously seek opportunities to improve team and individual performance.
- Quality Assurance - Ensuring the quality of deliverables is a key responsibility. The Manager will work closely with the Services Operations Director and IT Service Delivery Director to ensure our teams are meeting our service level objectives. They will identify and communicate risk or resource constraints to Product Manager(s) and resolve collaboratively. Maintain a robust reporting mechanism to track IT performance metrics, ticket resolution, and customer feedback. Create regular reports and dashboards for senior management, including asset cataloguing, tracking, deployment, and inventory management.
- Provide insights into IT operations and identify opportunities for process optimization leveraging data-driven insights.
- Personal Development: Drive your own personal development and performance improvements by participating in learning paths on Elev8, taking part in Pax8 L&D programs, receiving peer or manager coaching, taking on stretch projects or on- the-job training.
Ideal Skills and Experience:
- Substantial technical experience and demonstrated people leadership.
- Strong leadership skills
- Strong critical thinking and decision-making skills.
- Experience using the Atlassian suite and its reporting functionalities.
- Strong written and verbal communication skills are essential. Must be comfortable with face-to -face customer interaction and possess the ability to explain technical topics in everyday language.
- Ability to adapt to change and update processes/procedures to accommodate
- Ability to gain the confidence and trust of others through honesty, integrity, and authenticity
- Ability to plan and prioritize work to meet commitments aligned with organizational goals
- Committed to continual personal development
- Excellent verbal and written communication skills with the ability to communicate at all levels
- At least 5 years of technology management experience
- Bachelor’s degree in computer science, Information Technology, Engineering Technology, Systems Engineering or related field
- Experience working in Slack, Teams, and ServiceNow
- Certifications in Pax8’s technology stack a plus
- Qualified candidates can expect a salary beginning at $96,000/yr or more depending on experience
- Non-Commissioned Bonus Plans or Variable Commission
- 401(k) plan with employer match
- Medical, Dental & Vision Insurance
- Employee Assistance Program
- Employer Paid Short & Long Term Disability, Life and AD&D Insurance
- Flexible, Open Vacation
- Paid Sick Time Off
- Extended Leave for Life events
- RTD Eco Pass (For local Colorado Employees)
- Career Development Programs
- Stock Option Eligibility
- Employee-led Resource Groups
Role Competencies:
Knowledge and Skill- Practical knowledge in leading and managing execution; has advanced knowledge and skills within discipline
Problem Solving- Problems are difficult and may impact multiple departments or specialties
Organization Impact- Autonomy over day-to-day operational tasks with high-level guidance from Directors+; may manage certain processes within a defined budget; manages a team with focus on policy and strategy implementation. Building partnerships and working collaboratively with others to meet shared objectives.
Communication & Influence- Communicates with parties within and outside of own job area, which may include external clients or vendors depending upon the job division. Uses compelling arguments to gain support and commitment of others.
Builds Effective Teams- Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
Required Education & Certifications:
Compensation:
Expected Closing Date: 11/01/2024
#LI-Remote #LI-AG1 #BI-Remote #DICE-A
*** Colorado law requires an estimated closing date for job postings. Please don't be discouraged from applying if you see this date has passed ***
*Note: Compensation is benchmarked on local Denver Metro area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.
At Pax8 we believe that your Total Rewards should include a benefits package that shows how much we value our greatest assets. All FTE Pax8 people enjoy the following benefits:
Pax8 is an EEOC Employer.
Equal Opportunities
Pax8 is an equal opportunities employer and welcome individuals who are in possession of the appropriate requirements to work within the country the role is based in. Offered individuals will be asked to undertake identity, security compliance and reference checks. Your privacy is important to us. Your data will be held in accordance with Data Privacy best practices and processed only in accordance with our recruiting processes.
**Disclaimer: The duties and responsibilities described above are not a comprehensive list and additional tasks may be assigned to the employee, time to time; the scope of the job may change as necessitated by business demands. Click “View Application” below for more detail on this specific job.