The major purpose of the Operations Service Delivery Manager (OSDM) is to ensure that the right processes, procedures and technical staff are in place to ensure the highest availability and quality of service for the global service delivery platform.  This platform includes both OCLC and non-OCLC assets and services and forms the foundation from which all OCLC products and services available to patrons and members are offered.

* The OSDM’s are required to spend a significant amount of time in training, both formal and informal, on OCLC products and services in order to be the subject matter expert from an operational viewpoint.

* The OSDM’s are required to have a thorough understanding of the service delivery platform (multiple data center / hosting facilities and networks that support inter-data center traffic) as well as the services that utilize that platform.  They are required to monitor platform and service performance, respond quickly to anomalies that may jeopardize service performance (thus avoiding / preventing outages), and properly triage / diagnose root cause then expedite remediation, including notification, and escalations, when problems occur.  They are required and authorized to contact service providers to open problems tickets, escalate and otherwise be the focal point for rapid problem remediation.

* Ensure staff on-shift have the right skills (knowledge and ability), tools, and processes to support the OCLC service delivery platform and the products and services that run on that platform in order to meet or exceed established service level agreements.

* Ensure the right processes, procedures and effective monitoring of the OCLC services are in place to optimize staff time and service availability.  Lead periodic reviews of processes and procedures with focus on continuous improvement.  Lead implementation of ITSM processes in their team.  Participate in division-wide planning for ITSM implementation.

* Direct activities of assigned shift personnel in performing Data Center(s) tasks and activities, in accordance with position and workload.  Provide daily status reports on changes and incidents (turnover report) and ensure a smooth transition from one shift to the next to maintain continuity.  Ensure business continuity readiness through monthly testing.

* Central point of coordination for the review and implementation of scheduled installs, out of cycle installs, emergency installs, rollouts, operating system patches, software and hardware upgrades across multiple data centers.

* Position requires a Bachelor’s degree in computer science with 5 to 7 years as a data center shift lead or manager, managing a global service delivery platform.

* In-depth understanding and working knowledge of Linux, front end web services such as Apache Tomcat/Mule and databases such as Oracle and MySQL.

* Proven experience in managing fault isolation and problem remediation in a complex service delivery platform.  Ability to perform post mortems and create and implement preventative and corrective actions.

* Position requires a self starter and initiative and the ability to lead and motivate a team.

* Must possess excellent written and verbal communication skills with the ability to lead diverse IT teams and groups.

* Must be able to work shift schedule to cover a 24 x 7 x 365 days/year work schedule.  This includes scheduled or on-call weekends, evenings and nights, holidays and inclement weather emergencies.