Manager, Managed Services Mainframe

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Sirius Computer Solutions Inc
CSI, KPI, Management Information Systems, IT Services Delivery, Computer Science
Full Time
$1 - $2

Job Description

Position Summary:

The primary purpose of this position is to lead a team of analysts, engineers, consultants, project managers, and/or account managers in providing end-to-end delivery support for Managed Services solutions architecture, design, case management and service delivery. The Manager – Managed Services may manage teams that perform Operations, Engineering, Continuous Service Improvement, Monitoring, Automation, Development, Reporting, Account Management, Security & Compliance, and/or Project Management functions.

This particular role will direct technical teams to provide support within the IBM Z mainframe arena.  This position will also estimate resource involvement as it pertains to installation and upgrade activities as well as new customer transition projects. 


Primary Duties & Responsibilities 

Client Support 

  • Effectively supports customers, assigning specialists, analysts, engineers, as appropriate

    • Prepares the team for new customers by onboarding them to the client, and then establishing a regular cadence of communication with the entire Sirius team at the account

    • Sets clear goals and expectations for Managed Services service delivery, and recognizes high performance

    • Conducts client and/or engagement onboarding meetings to review the SOW (Statement of Work), define roles and provide a high-level perspective of the interrelationship of roles to the outcomes planned assisting the assigned project manager in the transition of a newly acquired customer facilitating project planning efforts by establishing and meeting work estimates, target dates, milestones

    • Provides primary support pertaining to customer reported incidents and change control activity

    • Reviews and fulfills customer service requests for mainframe customers pertaining to the z/OS operating system, ISV (Independent Software Vendor) products and general maintenance of customer environments

    • Develops and enforces procedures toward implementing proven and established z/OS operating system upgrade and maintenance application (“roll out”) philosophies

    • Develops and enforces procedures for installing software products and/or z/OS operating systems within customer partitions (for productivity/scalability purposes)

    • Develops and adheres to a schedule that efficiently manages Managed Services’ resources and allows timely implementations to occur on a regular basis

    • Ensures system improvements and/or modifications are implemented following appropriate and documented change control procedures

    • Develops, enhances and/or supports technical approaches that allow audits and scalable implementations of large, complex mainframe environments

    • Ensures execution of tasks associated with any given customer’s disaster recovery plans

    • Reviews and updates z/OS operating system and software inventories for customers

  • On a regular basis, calls on major customers to discuss active opportunities and ensure success:

    • Seeks win-win solutions

    • Negotiates with the client when there is disagreement over scope, a timing of a deliverable or the availability of technical resources to complete a task within the client’s expected timeline

    • Develops business cases to justify changes in scope or requirements and presents change orders to the appropriate Sirius stakeholders for approval

    • Consistently monitors financials and scope for negative trends and proactively addresses any issues

    • Restructures work and/or reallocates resources to respond to changing dynamics within a client’s workload

  • Systematically reviews progress to ensure timelines are adhered, milestones and operational SLAs are met and value is added


People Development 

  • Manages a team of specialists, analysts, and engineers to assign resources with the appropriate skills to support client obligations and/or requests

    • Delegates and assigns work to match the skill level with the task

    • Provides structured "apprentice learning" to further staff development

    • Leads cross-functional teams

  • Creates and maintains development plans

    • Ensures team members participate in relevant training opportunities

    • Provides timely and actionable feedback to team members

    • Coaches and mentors others both formally and informally to position them for success


  • Recruits and selects new team members based on company growth plans and/or skill needs

    • Attracts talented professionals to Sirius

    • Supports efforts to integrate new hires to better ensure their success


  • Develops and maintains a good working environment for the team:

    • Creates a positive impact on Sirius culture through demonstration of values and core competencies

    • Supports employee engagement initiatives within Sirius

    • Recognizes and rewards individual and team effort

    • Supports behaviors that contribute to a constructive culture, recognizing their positive impact on business performance

    • Creates an environment of honesty and transparency in order to foster a culture of motivation and support



  • Prepares information for management regarding project and/or service delivery status and reviews any challenges:

    • Shares client feedback with appropriate Sirius stakeholders to continuously improve our solutions and service delivery

    • Conducts periodic reviews with the appropriate client personnel, to obtain feedback on Sirius’ performance

    • Incorporates feedback from these periodic reviews to recognize good performance and address performance gaps

  • Leads and motivates staff through coaching, mentoring, and performance management practices:

    • Promotes adherence to standard operating procedures

    • Addresses employee concerns and issues in a timely manner to aid in employee retention

    • Engages in difficult conversations that lead to productive results and improved working relationships

    • Maintains high ethical and professional standards and takes appropriate action to stop unethical and/or unprofessional behavior by others to protect our personal and professional brand

    • Leads the teams' adherence to security, compliance, ethics and human resource policies

  • Sets clear achievable goals and put necessary metrics and milestones in place to monitor and ensure progress:

    • Sets goals and objectives for the team to meet, that may consist of utilization, education, and skill development

    • Reviews the established goals and objectives with the team to ensure they are working towards them

  • Works with peer managers to ensure seamless handoff of projects and accurate information flow between different Managed Services teams


Financial Management 

  • Works with Accounting and Services Operations personnel to ensure accurate resource accounting

    • Employs a holistic view of the client and develops long-term strategic account plans utilizing Sirius tools and methods

    • Leads the identification and qualification of client opportunities in order to expand our footprint at the client

    • Stays informed of the client's ongoing market performance and business objectives

    • Applies an understanding of engagement economics and how Sirius makes money to the pricing and staffing of Managed Services engagements

    • Conducts periodic business reviews with Sirius leadership

    • Monitors engagement pipeline, accurately forecasting and communicating resource requirements for opportunities expected to close during the next 90 days


Business Development & Growth 

  • Ensures certification requirements or goals are met for assigned teams

    • Understands what requirements or goals need to be met

    • Ensures proper shadowing opportunities have occurred as needed

  • Develops and maintains relationships with vendors relevant to Sirius’ Managed Services delivery


Position Requirements

Basic Qualifications

  • Bachelor’s degree in Business, Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field

  • At least eight (8) years’ IT Services Delivery work experience, to include at least three (3) years’ experience leading technical teams in a Managed Services or outsourcing environment, fulfilling the following areas:

    • Installing, maintaining and supporting mainframe products from vendors such as IBM, Broadcom (previously known as Computer Associates), BMC plus many others

    • Installing, maintaining and supporting z/OS, ISV (Independent Software Vendor) products, security administration/support, TCP/IP and FTP support, Unix System Services (under IBM Z), I/O configurations/definitions and peripheral virtual tape storage

  • Experience leading a team and enacting coaching and mentoring practices


Other Position Requirements

  • Experience leading teams fulfilling the following areas:

    • Establishing metrics that allow for monitoring and the iterative enhancement of CSI (Continuous Service Improvements) leveraging KPI (Key Performance Indicators)

    • Performing system management functions – software installations, version upgrades, product maintenance and configuration management

    • Identifying, testing and deploying technologies and support tools (detailed knowledge of SMP/E, RSU maintenance, JCL, TSO, REXX and ISPF)

  • Demonstrated ability to deal with novel problems from different perspectives and from different levels

  • Demonstrated ability to analyze and understand unique and/or complex workflow and processes, and develop innovative approaches

  • Demonstrated skills in organization and detail orientation

  • Demonstrated ability to manage multiple projects simultaneously and to resolve scheduling and other conflicts in order to meet all deadlines

  • Demonstrated leadership experience and ability to motivate a team to realize the vision of the organization

  • Demonstrated communication and presentation skills

  • Demonstrated experience being responsible for accountability of tasks, deadlines, customer requirements and profitability

Preferred Qualifications

  • Demonstrated experience with design, development, and deployment of IT solutions using industry or vendor-specific methodologies and techniques

  • Master’s degree in Computer Science, Business, Engineering, or a related field

Data Privacy and Security:

  • All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius

  • Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or

Essential Functions

The position exists to lead the provision of solutions to customers seven days per week, 24 hours per day and 365 days a year with managed services technical support personnel. To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime, and have the ability to travel to and from customer sites, and interact with customers and team members on an ongoing and regular basis.

The above primary duties, responsibilities, and position requirements are not all inclusive.

Sirius is an equal opportunity employer that values diversity. As a government contractor, Sirius takes affirmative action to employ and advance in employment qualified women, minorities, individuals with disabilities, and protected veterans; maintains a drug-free workplace; and participates in E-Verify.


Directs Work - Provides clear direction and accountabilities. Delegates and distributes assignments and decisions appropriately. Monitors progress by maintaining dialogue on work and results. Provides appropriate guidance and direction based on peoples' capabilities. Intervenes as needed to remove obstacles.

Develops Talent - Places a high priority on developing others. Develops others through coaching, feedback, exposure, and stretch assignments. Aligns employee career development goals with organizational objectives.

Drives Engagement - Structures the work so it aligns with people's goals and motivators. Empowers others. Makes each person feel his/her contributions are important. Invites input and shares ownership and visibility. Shows a clear connection between people's motivators and the organizational goals.

Collaborates Works cooperatively with others across the organization to achieve shared objectives. Represents own interests while being fair to others and their areas. Partners with others to get work done. Credits others for their contributions and accomplishments. Gains trust and support of others.

Communicates Effectively Is effective in a variety of communication settings: one-on-one, small or large groups, among diverse styles and position levels. Attentively listens to others. Adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization. Encourages the open expression of diverse ideas and opinions.

Customer Focus - Gains insight into customer needs. Identifies opportunities that benefit the customer. Builds and delivers solutions that meet customer expectations. Establishes and maintains effective customer relationships.

Company Information

Join the Brightest Minds in the Business. Love your work. Build experiences and solutions that matter.

As a nationally recognized IT solutions provider with over three decades of success, Sirius is known for cultivating the best talent, providing a positive work environment, and offering a compensation and benefits package designed to help our employees thrive both personally and professionally.

We hire passionate, talented team members to design, deliver, and maintain solutions across IT Security, IT Strategy, Cloud, Data, Digital Transformation, and Managed Services. As a Sirius employee, you will:
• Affect business outcomes at the world’s largest organizations, while being a valued member of our smaller community of thought leaders and innovative problem-solvers
• Grow your expertise and capabilities through our commitment to professional development
• Achieve a work and life balance that fits your personal and professional goals
• Collaborate as part of an entrepreneurial team that values creativity, quality, and is always looking around the corner at what comes next

Sirius Core Values

Sirius was built on a foundation of core values that reminds us that our success is measured by our clients, valued partners, our employees, and the communities where we live. We live these core values every day - in the way we work with our clients, our partners, and each other.
• Respect for the individual
• High client satisfaction
• Excellence in everything we do
• True partnerships with our suppliers and partners
• Sound economics in all we do
• Community service

If you’re ready to work with the Brightest Minds in the Business, contact us today.

Sirius is an equal opportunity employer that values diversity. As a government contractor, Sirius takes affirmative action to employ and advance in employment qualified women, minorities, individuals with disabilities, and protected veterans; maintains a drug-free workplace; and participates in E-Verify.

Dice Id : SCSITX
Position Id : 7182981
Originally Posted : 1 month ago

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