IT Services Architect

Remote

Full Time Senior-level / Expert
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Udemy, Inc.
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Posted 2 weeks ago

The IT Services Architect has responsibility for defining and creating the global service, developing the reliability and performance of the services in line with IT Governance, and managing the overall service lifecycle. This includes stability, performance, capability, risk acceptance and analysis of the services. Responsible for measuring, monitoring, and improving IT processes in line with ISO/SOC2 compliance. This role will focus on the planning, development, and delivery of industry best practice operational processes and services based on the Information Technology Infrastructure Library (ITILV4) framework with emphasis on meeting customer expectation, driving service excellence.

Key responsibilities and deliverables

  • Ensure globally consistent high-quality delivery of IT services within all regions, in line with business expectations
  • Create, agree and maintain SLAs and OLAs alongside appropriate risk acceptances
  • Oversee compliance and adherence to IT policies and procedures 
  • Review intake of applications
  • Stand up new tools and write documentation on support requirements to hand off to IT Support
  • Work with stakeholders to manage risk for assigned projects, support and operational activities and services
  • Deliver programs including governance, planning and management, build strategies to deliver value
  • Prepare for and participate in formal project reviews to ensure quality, accuracy and timeliness of project deliverables
  • Baseline the scope, services and related performance to ensure value for money on a continual basis
  • Help drive effective policy adherence with IT departments globally 
  • Oversee, coach, and mentor IT support team on IT delivery best practice and the development, maintenance of IT owned systems 
  • Facilitate good communication across organizational boundaries around issues and opportunities
  • Strong Technical Knowledge of Azure, Intune, Slack, Jamf and OKTA

Key requirements

  • Minimum 10+ years of experience in a Service Management and Customer Facing role is a must
  • At least 5 years’ experience in a leadership role - 5+ years of appropriate experience supporting IT infrastructure and service delivery, preferably within a medium/large size organization or responsible for managing such mid/large engagement on the supplier side
  • Strong interpersonal, written, and oral communication skillsAble to conduct research into issues and products as required
  • Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
  • Ability to present ideas in a user-friendly language
  • Highly self-motivated and directed with strong customer service orientation.
  • Experience working in a team-oriented, collaborative environment
  • Experience with problem management Root Cause Analysis (RCA) submission and completion
  • Project/Program Management background is preferred
  • Demonstrable experience of establishing strong working relationships with technical teams, stakeholders and third parties
  • Experience of ITIL processes
  • Ability to understand and explain IT solutions and issues to a non-technical audience is critical 
  • IT understanding should also be sufficient to credibly engage with the teams
  • IT Governance experience
About UdemyWe believe anyone can build the life they imagine through online learning. Today, millions of students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).
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Job tags: Azure Compliance Customer service HTML ITIL Mentor Research SOC2
Job region(s): Worldwide/Anywhere
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