Director, Technical Operations Jobs

Your Role
The Hybrid & Cloud Engineering team is responsible for all cloud and BSC data center infrastructure. The Director, of Infrastructure Managed Services will report to the Senior Director, of Hybrid & Cloud Engineering. In this role, you will play a crucial role in managing engagements with Managed Service Providers (MSP) to ensure efficient and reliable delivery of Infrastructure services. You will oversee the long-term strategic direction, operational execution, and continuous improvement of the infrastructure-managed services function. Your expertise in MSP management and deep understanding of infrastructure technologies will enable you to lead a team in delivering exceptional service and driving customer satisfaction. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning
Your Work
In this role, you will:

• Lead education and documentation efforts to ensure stakeholders across BSC understand the role and responsibilities of engaged MSPs and understand how to effectively engage the MSPs for requests and/or incidents.
• Monitor and track financial performance against budget, identifying opportunities for cost optimization, cost recovery, and efficiency improvement; collaborate with finance and procurement teams to ensure accurate and timely invoicing, contract compliance, and vendor management.
• Build and manage a high-performing team of infrastructure-managed services professionals.
• Provide leadership, mentorship, and guidance to the team, fostering a culture of excellence, collaboration, and continuous improvement.
• Develop and maintain strong relationships with MSP executives, account teams, directors, and managers, acting as the primary point of contact for all infrastructure-managed service engagements. Defines outcomes of MSP engagements. Defines strategy (near and mid-term) to achieve outcomes. Defines corresponding roadmaps and milestones to execute strategy. Influences stakeholders to ensure optimal practices and policies are realized through MSP engagements to drive execution of MSP Engagement.
• Collaborate with MSPs and partner with internal stakeholders to define service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to ensure service quality and adherence to contractual obligations; develop corresponding reporting practices and review outcomes with internal stakeholders.
• Stay abreast of industry trends and emerging and existing best practices in infrastructure management to drive innovation and knowledge sharing within the team and BSC.
• Manage contract negotiations, renewals, and modifications with MSPs, ensuring optimal terms and conditions for service delivery.
• Conduct regular performance reviews with MSPs and internal stakeholders, address any issues, identify improvement opportunities, and ensure alignment with business objectives. Has a specific, direct, and measurable impact on ICS' overall effectiveness and results.

Qualifications
Your Knowledge and Experience

• Requires a bachelor's degree in computer science, information technology, management information system, or equivalent experience.
• Knowledge of infrastructure technologies and services, such as networks, servers, storage, virtualization, and data centers.
• Excellent leadership and team management skills, with a track record of building and developing high-performing teams; proactive and self-motivated with the ability and desire to work in a fast-paced, dynamic organization.
• Requires at least 6 years of experience managing technical teams concurrently.
• Strong analytical, problem-solving, and decision-making capabilities; strong data-driven management skills.
• Proven experience in managing infrastructure managed services, preferably in large-scale enterprise environments.
• Requires at least 10 years of relevant experience.
• Strong understanding of managed service provider engagement models, vendor management, and contract negotiations or relevant experience.

Pay Range: The pay range for this role is: $ 161920.00 to $ 242880.00 for California.
Note:
Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.
About Us
At Blue Shield of California we are parents, leader, students, visionaries, heroes, and providers. Everyday we come together striving to fulfill our mission, to ensure all Californians have access to high-quality health care at a sustainably affordable price. For more than 80 years, Blue Shield of California has been dedicated to transforming health care by making it more accessible, cost-effective, and customer-centric. We are a not-for-profit, independent member of the Blue Cross Blue Shield Association with 6,800 employees, more than $20 billion in annual revenue and 4.3 million members. The company has contributed more than $500 million to Blue Shield of California Foundation since 2002 to have a positive impact on California communities. Blue Shield of California is headquartered in Oakland, California with 18 additional locations including Sacramento, Los Angeles, and San Diego. We're excited to share Blue Shield of California has received awards and recognition for LGBT diversity, quality improvement, most influential women in corporate America, Bay Area's top companies in volunteering & giving, and one of the world's most ethical companies. Here at Blue Shield of California, we're striving to make a positive change across our industry and the communities we live in , Join us!