Infrastructure Service Manager, TIPM Corporate Infrastructure Services

DescriptionWho we are: The Corporate Infrastructure Services team (CIS) is part of the IT Services organization that supports all Amazonians at corporate offices. CIS designs, plan, builds, maintains and deprecates the infrastructure in all corporate offices worldwide. This includes running Amazon’s corporate campus & building infrastructure worldwide. Everything from deploying and maintaining the wired and wireless networking to Printers, to the AV systems in our conference rooms. Where there’s technology at play in these buildings, CIS is responsible for keeping it healthy and running for our customers. We are passionate about ensuring our customers receive world class IT Services and making sure they have the best possible experience while working from the office.What is the role: The ideal candidate will be an experienced Infrastructure Service Manager who has worked in IT Operations or Engineering team as part of a large organization. They have managed an infrastructure service such as compute, power (UPS), environment (netbot/pdu) and cooling, through the lifecycle (design, build, deploy, maintain, improve and deprecate). You should have experience working globally, with strong IT infrastructure knowledge and background. Experience partnering with service owners to establish ITIL service management best practices to enable performance, quality and availability to be measured and improved. This includes establishing in partnership with the service owner, a roadmap of programs for service improvement (get to green), continuous improvement (raising the bar), and shift left. The roadmap will be derived from a combination of customer insights and business intelligence that the Service Manager will own. Working with managed services to drive accountability and ownership to define objectives and remove ambiguity around roles and responsibility is critical for this role. We obsess about the customer and you should be someone who strives for the best possible experience when setting strategy. If you’ve been looking for an opportunity to drive global impact, and truly help influence our infrastructure experience, this is the role for you! We’re a growing organization and we want you to help take us to the next level.Key job responsibilitiesWhat will you doAs the Infrastructure Service Manager for the core services (compute, power, accessories) in Corporate Infrastructure Services, you will help define the service health KPIs with the service owner and establish the mechanisms to measure, monitor and alert on deviations from the agreed targets. You will drive accountability for performance, quality and availability for the service with the owner through regular (MBR/QBR) service reviews, escalating when necessary. Identify and align the service owner to SLAs/KPIs, service targets, while measuring through scorecards, and aligning roles and responsibilities through service owners and operators. You will in partnership with the service owner identify, prioritize and track strategic programs (service improvement / risk reduction / service evolution), setting the organization up for future growth while driving continuous improvements in our operating model. You will act as a point of escalation for senior leaders to share feedback that drives service change. This role is transformational, playing the key role in maturing and improving the infrastructure services our customers rely on worldwide. You will drive a commitment to quality within the service organization and ours, ensuring the processes deliver the intended outcomes the first time. As part of this role, you will support our strategic supplier and operational relationships, helping remove friction from the operations of the service. You will establish the guardrails for changes to services and new services moving into production. You will drive MBRs with your service partners to measure KPI’s and oversee Service Improvement Plans (SIPs) as required once the service management framework is established. You will drive accountability and service improvement for the core service. This role’s scope is global across all Amazon corporate infrastructure.Basic Qualifications 7+ years’ experience with ITL V3/4 or Service Management best practices 7+ years’ experience in program or project management at global scale with cross-functional teams 3+ years’ experience working with data center or corporate infrastructure and / or operations Fundamental understanding of IT Infrastructure (networking, systems, services + power, compute) Bachelor degree in a Computer Science, Information Technology Management or equivalent professional experience The ability to work independently and self-motivate in a fast-paced and rapidly changing environment Experience implementing ITSM processes and tools Perform IT Optimization assessments and process improvements aligned to best practices and ITIL Experience driving service improvements using data and metrics to drive improvements Excellent written and verbal communication skillsPreferred Qualifications Experience implementation and ITIL processes across an Enterprise IT team PMP Certification or equivalent Process improvement skills (Lean, Kaizen, Gemba) Experience with ServiceNow and analytic tools such as Quicksight and Tableau Root cause analysis and complex problem-solving skills A passion for delivering results and building trust with internal and external stakeholders. Experience prioritizing demands, scoping large efforts and negotiating timelines.Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $133,800/year in our lowest geographic market up to $231,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.