• The Enterprise Systems Operations Manager will have oversight of the team who is responsible for internal client satisfaction and day-to-day operational performance for all technology vendors.
  
• This position will provide the management, leadership and "coaching" to the Enterprise Support Specialists and will ensure system utilization in alignment with company objectives.
  

Essential Duties and Responsibilities:
- Vets out user and stakeholder system requirements 
- Ensures requirements or issues resolution are planned 
- Ensures requirements or issues resolution are designed
- Coordinates and prioritizes training solutions to ensure system is properly and fully utilized
- Ensures proper severity is assigned to issues 
- Ensures defects are assessed, tested, approved and a workaround is provided 
- Manages system specialist resources for the group 
- Ensures business priorities are assigned by project/request by initiating the prioritization intake then handing off to the Portfolio Manager
- Monitors service provider performance against SLA's 
- Owns year-end process and activity management 
- Works with user groups and the business to conduct systems planning and prioritization for future enhancements
- Troubleshoots reported system problems and works with vendor  to remedy or provide a manual workaround
- Ensures system updates align to regulatory requirements
- Coordinates with IT regarding system updates/special processing
- Researches systemic unscheduled down time for root cause as applicable
- Reports and has oversight of special set up requests 

Supervisory Responsibilities:
- This position has direct supervisory responsibility for all Enterprise Systems Specialists. (5-10 members)

• Bachelor's degree (B.A.) from four-year College or University;minimum five years related experience and previous staff management skills

• Knowledge of appropriate business functions and basic data processing concepts.
  
• Strong background in servicing operations.
  
• Working knowledge of product development life cycle.
  

• MSP/Fidelity - MUST HAVE

• Excellent verbal and written communications skills
  
• Attention to detail
  
• Ability to multi-task and prioritize
  
• Great people management skills
  

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  
• Ability to write reports, business correspondence, and procedure manuals. 
  
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and general public.
  

• Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry.
  
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
  

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.