Manager, IT Services

See yourself at Twilio

Join the team as our next Manager, End User Computing & Operations

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to manage the IT Services support team in partnership with other ITS Managers.  As an IT Services Manager you will be responsible for delivering ITIL standard support operations  through established service channels ( Chat, Tickets & Email).  In this role you will be expected to leverage a strong and balanced business acumen as you deliver results that align to a specific assigned book of work.  You will work cross teams and function as a representative of IT Services partnering to ensure strong technical solutions are leveraged in software and hardware with the goal of making it easy to work at Twilio. You will also be responsible for creating and maintaining  a stable growth minded culture of partnership and teamwork that supports all aspects of a rapidly growing company.

Responsibilities

In this role, you’ll:

• Leverage data to lead the day to day service delivery, meeting and exceeding all KPI SLAs
• Achieve and maintain a customer centric culture that received World Class customer sentiment ratings driving change based on the Voice of the Customer.
• Build and maintain an ITIL ITSM centric operation. 
• Identify operational inefficiencies through data analysis and create improvements that align to BPMs, strategies and drive a better customer experience
• Create a culture of continuous improvement and growth mindset
• Ensure IT Support Engineers are well trained, knowledgeable and are given the tools they need to be successful.
• Organize, plan, coordinate and execute project work that aligns to an assigned strategic focus area 
• Assist in creating and maintaining documentation on IT Services policies, procedures and user support
• Assist with deploying IT solutions that will scale with our product adoption, employee count, and physical footprint 
• Establish and build relationships within DS&S and cross-team partners
• Manage any escalation and or outages that may arise including but not limited to:
• Helping to work on communications to wider Twilio teams
• Working on finding the Root Cause and implementing solutions to ensure issues do not repeat
• Ensuring in office services within the assigned region meet KPI and BPM standards and are customer centric in nature. 
• Ability to work well in a diverse end user environment consisting of Mac, Windows and Linux end users.
• Delegate tasks among IT staff members
• Develop relationships with technology vendors and VMO partner supporting an open feedback loop and exceptional delivery 

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• BS degree in Computer Science, IT, related engineering discipline or equivalent years of experience 
• 4-6 years experience supporting business technologies
• 3+ years experience managing people/teams that deliver services
• Expert knowledge of IT best practices, policies and regulations
• Good understanding of programming, computer science and digital security
• A clear understanding of client/server technology and systems architecture
• Customer Experience centric 
• Good communication, including writing, speaking and active listening
• Strong problem-solving, critical thinking and decision-making skills
• Advanced leadership and conflict management skills
• Customer service and interpersonal skills
• Excellent attention to detail
• Organization skills, planning, time management are essential.
• Comfortable in a heavy Apple ecosystem
• 10% travel required to meet business needs

Desired:

• Familiarity with Kandji or other MDM tooling
• Familiarity with networking basics
• ServiceNOW experience running & maintaining ticket queues
• Experienced in the domains of Problem, incident and change management
• AWS, Google or other such cloud practitioner certification
• Automation first mindset. Ideally with previous experience of contributing towards customer service chatbots.
• ITIL & SAFe Experience
• Strong strategic thinking and the ability to align IT services with business objectives.
• Proven track record of driving large-scale IT projects to completion.
• Experience in managing remote and geographically dispersed teams.
• Advanced skills in vendor management and negotiation.
• Ability to innovate and implement new technologies to improve service delivery and efficiency.

Location 

This role will be based in our Dublin office. 

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.