Sr. Manager - IT Support and Operations

Sr. Manager - IT Support and Operations

The Sr. Manager - IT Support and Operations manages a large technical team responsible for building, maintaining, and supporting a portfolio of software applications for multiple lines of business. The teams may consist of onsite, offsite, and/or offshore resources. Responsibilities include leading multiple development teams, managing project timelines and resources, ensuring stakeholder satisfaction, and maintaining adherence to quality standards. This role is responsible for client relationship management for one or more business sponsors in areas of the business as assigned. Ensures projects are completed within committed time and budget and are effectively integrated with other applications or systems. Responsible for establishing implementation and support policies, standards, and procedures meant to ensure the quality, compliance, and long-term sustainability of software developed.

Essential Functions:

Leadership Functions

• Management and Leadership: Responsible for overseeing resources through hiring, training, development, performance management, and annual reviews. Assign work, have regular touchpoints, and ensure that individuals have the tools and resources to successfully complete assigned tasks. Communicate performance goals and expectations. Proactively provide feedback and ask for feedback to ensure alignment. Build a cohesive, highly motivated team by mentoring, coaching, leading by example, and fostering a culture of innovation, collaboration, and continuous learning to maximize team performance. Reinforce the Carnival culture and ensure the team complies with all company regulations and audits.
• Stakeholder Communication and Reporting: Communicate with internal stakeholders, senior management, and vendors. Prepare and present status reports and proposals. Address inquiries, risks, and issues in a timely manner.
• Vendor and Third-Party Management: Hire and oversee the management and performance of vendors and third-party service providers. Adhere to contracting processes ensuring all resources are working with an active contract. Ensure invoices are paid on time and hold vendor accountable to deliverables and timelines. Ensure integration with Carnival culture and processes.
• Budgeting and Planning: Establish departmental and project budgets, manage expenses, and time reporting, and create accurate forecasts. Facilitate the procurement of software and services needed by the team. Adhere to all purchasing, invoicing, and financial policies, and processes. Collaborate to develop and execute strategic plans.
• Planning and Program Development: Plan, lead, and manage strategic projects and initiatives with cross functional teams. Define objectives, establish priorities, and allocate resources to meet goals. Support project team, key stakeholders, and management for a successful delivery that meets the business objective and ROI.
• Compliance and Security: Ensure systems comply with security policies and regulatory requirements. Proactively embed security measures into the development process, which includes continuously monitoring for potential threats, responding swiftly to security incidents, managing those incidents with precision, and implementing sophisticated security protocols to mitigate future risks.
• Cross Team Engagement: Partner closely with all technology areas, aligning plans,

Solution Delivery:

• Oversee the design and development of technology solutions to support business needs for assigned portfolio.
• Responsible for the visioning, strategic planning, architecture, development, and sustainability of solutions of the assigned portfolio.
• Identify, engage, and broker appropriate talent to deliver and sustainable solutions.
• Orchestrate across teams (internal and external) at senior levels to drive engagement, manage risks, and ensure success. Accelerating delivery, and leveraging where possible to optimize costs and platforms.

Collaboration & Communication:

• Ensure alignment to business demands and business roadmaps through active collaboration with the business units.
• Communicate and liaise with business partners to ensure efficient delivery high quality solutions.
• Develop and deliver executive level presentations to both business and IT leadership on topics related to the assigned portfolio and related technologies.

Technology Solutions:

• Collaborate with the Enterprise Architecture and Infrastructure Teams to build, communicate, and execute technology strategies.
• Define and develop the future technology and architecture strategy for assigned portfolio.
• Stay abreast of the latest technologies, exploring where they apply to Carnival, testing solutions, and integrating into solutions where appropriate.
• Follow established IT processes (i.e. ITIL, PRRB, ATR, etc.) and work across teams to improve internal processes teams.
• Collaborate across teams to share ideas and best practices that will benefit all technology teams.

Continuous Improvement:

• Foster a culture of continuous improvement within the team, encouraging feedback and implementing process enhancements.
• Evaluate methodologies, tools, and practices to identify areas for improvement and implement best practices.
• Ensure the team remains innovative and competitive.

Support and Maintenance:

• Ensure IT incidents are appropriately and quickly resolved through a process for identifying, investigating, and resolving recurring major issues to minimize business impact.
• Ensure RCA is performed on priority incidents and plans are implemented to prevent recurrence. Where appropriate, monitor configurations across multiple installations to ensure standardization.

Knowledge, Skills & Abilities:

• Scope: Responsible for the leadership, delivery, support, and lifecycle management of a portfolio of business-critical applications supporting one or more lines of business. Oversees multiple development and support teams that may include employees, contractors, vendors, and offshore resources. Accountable for application strategy, project delivery, operational support, service levels, resource allocation, financial management, and stakeholder engagement. Ensures applications are scalable, secure, compliant, and aligned with business objectives while managing multiple concurrent initiatives, operational priorities, and technology investments.
• Problem-solving: Addresses complex technical, operational, and business challenges that often involve multiple systems, stakeholders, and competing priorities. Evaluates risks, dependencies, and resource constraints to make informed decisions regarding application delivery, support models, staffing, vendor performance, and technology solutions. Identifies and resolves issues impacting application availability, performance, security, and customer satisfaction. Develops strategies to balance short-term business needs with long-term application sustainability and organizational goals. Exercises independent judgment in determining solutions where precedents may not exist.
• Impact: Directly impacts the organization's ability to deliver reliable, effective, and innovative technology solutions that support key business functions and strategic objectives. Decisions influence application quality, service availability, project success, operational efficiency, customer experience, regulatory compliance, and technology investment outcomes. Successful performance ensures business continuity, stakeholder satisfaction, and the long-term viability of application portfolios while enabling organizational growth and transformation initiatives.
• Leadership: Provides strategic and operational leadership for multiple technical teams, fostering a culture of accountability, collaboration, innovation, and continuous improvement. Leads, develops, and mentors managers, technical leads, developers, analysts, and support personnel while establishing clear performance expectations and development opportunities. Builds strong partnerships with business leaders, vendors, and cross-functional IT teams to align technology capabilities with business needs. Influences technology strategy, governance, and delivery practices while driving organizational change and promoting best practices across application development and support functions.

For all roles:

• Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.
• Skills: Strong time management and organizational skills
• Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

Essential/Minimum qualifications:

• Bachelor's Degree in information technology, computer science, or related field or related equivalent work experience

Knowledge, Skills, Abilities:

• Strong leadership in third party and office system integrations.
• Proven ability to lead organizational change initiatives supporting AI adoption and digital transformation
• Excellent knowledge of software development interdependencies including infrastructure needs.
• Expert level understanding of the software development lifecycle, of Quality Assurance techniques using source code control repositories, and n-tier debugging & testing.
• Excellent knowledge of migrating apps to the cloud and containerization.
• Excellent knowledge of DevOps processes
• Business domain expertise and associated systems used within the specific portfolio.
• Ability to lead others through critical thinking, strategic thinking, creative problem solving, and root cause analysis.
• Proven experience managing third-party vendor relationships
• Ability to lead others through changing priorities and deadlines.
• Highly analytical and detailed oriented with a strong business sense.
• Ability to manage projects, tight deadlines, prioritize workload, and achieve effective results through others.
• Ability to build trusting relationships with business leaders.
• Ability to write comprehensive and concise technical reports and presentations to be consumed by non-technical individuals.
• Ability to create PowerPoint presentations that are informative and engaging and deliver them to various audiences including executive management.
• Excellent communication, team building, conflict management,