Manager, IT Infrastructure

Position Overview

Verra Mobility is a global leader in smart mobility. We develop technology-driven solutions to make transportation safer and more convenient worldwide. We work with police departments and municipalities across North America, the Asia Pacific and Europe to install safety cameras, including red-light, speed, and school bus stop arm cameras. We manage tolling transactions and violations for the world's largest commercial fleets and rental car companies, serving over 8.5 million vehicles whilst, via our proprietary connected systems, are processing nearly 165 million transactions each year for more than 50 tolling authorities.

Position Overview:

This role is responsible for supervising and ensuring the efficient operation of Verra Mobility’s IT infrastructure and services across Europe. This includes managing the IT staff responsible for monitoring, diagnosing, and optimizing network and system performance, as well as leading cloud infrastructure initiatives. The role reports to the VP, IT Infrastructure and works closely with local client support and corporate IT teams to drive business and client satisfaction.

Essential Responsibilities

• Lead the delivery of services and support for a regional client infrastructure service


• Design and lead regional IT department support model for European client geography


• Act as Service Delivery Manager for Client Infrastructure in the EU


• Work with cross functional teams and stakeholders to define business and client infrastructure requirements for product and service implementations.


• Ensure the efficient utilization of IT resources including personnel and equipment – across the region.


• Design and manage the resource plan including full time, contractor and manage services offerings for IT function.


• Develop KPI’s and Metrics to measure success and areas of focus for the support organization.


• Develop and implement all functional policies and procedures, including regional standards, purchasing, and service provisioning.

Acquisition & Deployment

• Manage deployment, monitoring, maintenance, development, upgrade, and support of IT systems (servers, storage, backups, networks, data centers).


• Manage and develop relationships with clients and business unit resources to service clients at their highest points of need.


• Analyze existing operations and make recommendations for the improvement and growth of IT systems.


• Conduct research and remain current with the latest technologies and solutions in support of client requests for proposals (RFP’s)

Operational Management

• Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.


• Practice asset management for IT hardware, software, and equipment.


• Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities.


• Oversee operations-related incidents, requests, and projects


• Assist with basic IT troubleshooting and communications with customer, business unit and IT staff.

Qualifications

· 5+ years of client services support experience, supporting large scale client implementations at multiple sites

· 5+ years of IT service management experience in a medium to large IT operations setting

· University degree in the field of business, computer science or information systems is preferred

· Industry certifications (PMP, Prince2, Cisco, VMware, EMC, HPE Aruba, CISSP, CISA, CIPM) are a plus.

· Must be able to travel 25% - 50% to support client locations

· Must have the right to work in the EU

· Fluent in English. Great communication skills. Being able to present to stakeholders.

Knowledge & Experience

· Strong technical understanding, able to take complex technical descriptions and convert them into easy-to-understand updates for business unit leaders

· Working knowledge of virtual server technology such as VMware

· Working knowledge data storage platforms and backup solutions ie EMC Unity and Rubrik

· Proven experience in IT infrastructure planning and development.

· Excellent understanding of the organization’s goals and objectives.

· In-depth knowledge of applicable data security and privacy practices and laws.

· Strong understanding of human resource management principles, practices, and procedures.

· Strong understanding of project management principles.

Personal Attributes

· Strong leadership skills.

· Excellent written and oral communication skills.

· Excellent interpersonal skills.

· Ability to conduct and direct research into IT issues and products as required.

· Ability to present ideas in business-friendly and user-friendly language.

· Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on.

· Highly self-motivated and directed.

· Keen attention to detail.

· Proven analytical, evaluative, and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Exceptional customer service orientation.

· Extensive experience working in a team-oriented, collaborative environment.

Work Conditions

· On-call availability

· Sitting for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

· Lifting and transporting of moderately heavy objects, such as hardware and peripherals.