• Directs and guides Technical Operations Leaders in establishing, creating, and documenting standard operating procedures, guides, manuals, processes, etc. in order to effectively deliver on department strategy and vision
• Acts as final approving authority for all projects, solutions, processes, support strategies, change requests, and exceptions
• Manages vendor relationship as it relates to production support, infrastructure, day to day technical operations in support of NASCO and its customers, including invoice approvals, resolution of disputes, performance reporting, and upholding of contractual agreements
• Provides support to NASCO’s System Management Strategy and Corporate Plans
• Communicates production system performance and support services information internally to NASCO Management and externally to the System Steering Committee, Executive Committee and System Managers
• Serves as a Subject Matter Expert to customers and vendor in regard to Technical Operations
• Manages a team of resources including input into salary and incentive structure, administering recruiting, hiring, and selection activities, collaborating on associate development plans, coaching associates, and identifying training requirements for direct reports, new hires, and departmental transfers.
• Determines the appropriate staffing mix of contractors and associates to maintain steady work and stay within budget.
• Manages, creates, and administers an annual departmental budget.
• Sets and defines organizational strategic objectives and drives business outcomes in alignment to the strategy.
• Oversees the administration of and executes on the system change management process in order to keep NASCO industry and audit compliant (e.g. SOC I and II)
• Performs other duties as assigned.

Required Knowledge, Skills, Abilities, and Experience:

• Knowledge of NASCO’s technical platforms such as IBM Mainframe platform, IBM Pseries Hardware and/or other Mid-tier platforms
• Strong knowledge of project management, vendor management and systems operations.
• Excellent written, verbal, and presentation communication skills demonstrated at all levels of the organization
• Intermediate level knowledge of Word, Excel, PowerPoint and Microsoft Project
• Skill in problem solving
• Skill in negotiation
• Effective leadership skills
• Ability to plan, prioritize, delegate and organize workload of self and others
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Minimum of 10 years relative experience in technical operations or production support
• Minimum 7 years of experience managing people and operations of a Technical Operations team including Associates and vendors.

Required Training and Education:

• Bachelors degree in Computer Science, Management Information Systems or similar field or the equivalent in working experience

Desired Training and Education:

• PMI certification

Benefits and Perks:

• Work/Life Balance – NASCO helps you find success at the workplace, and at home.
• Matching 401(k)
• Employee Recognition and Bonus Programs – When NASCO is successful so are our employees!
• Tuition Assistance – Learn, develop, and grow… on our dime!
• E-Learning – Comprehensive and current library of e-learning and performance support assets, available on demand and at no cost.
• Choice of Blue Cross Blue Shield Health, Dental and Vision Plans
• Wellness Program
• 17 Days of Paid Time Off (PTO) per year – not including major holidays. That’s just starting out.
• Company discount plans on mobile, technology services, etc., to help you save money.