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Senior Manager, Digital Cloud & Foundation Services Operations

Date: Mar 8, 2019

Location: Richardson, TX, US

Company: HARMAN International

Requisition Id : 114148 

Additional Work Location(s) ​​​​​: Novi; Richardson 

Position Summary:

The Head of Digital Cloud and Foundation Service Management & Operations will provide operational guidance and software/systems development in order to further provide Harman employees and customers with a highly available and low-latency experience. The person in this position will be instrumental in automating the operations, scaling and tactical management of cloud, edge and on-prem solutions.

This role will own a geographically distributed, 24x7 on-call organization - Global Command Center. This person will be responsible for first line monitoring and cluster support as well as own Incident and Change Management initiatives to drive enhancements to the detection, mitigation, and resolution of customer-impacting events.

The successful candidate will have a proven track record of success in building processes that deliver operational excellence on all levels, including coordinating and driving issues to resolution while demonstrating excellent program management skills, strong root cause detection skills, relentless focus on automating and the ability to build a self-healing environment. This person needs to have strong innovation capabilities to bring the latest technologies and process excellence skills to bear to minimize incidents.

Responsibilities: The role requires solid experience with embedded systems, enterprise applications, and IT infrastructure, hands on technical skills, passion and appetite to master new technologies, and excellent communication skills. 4 Managers and 20+ internal and external Cloud and Foundation members will report directly or indirectly into this role.

Job Responsibilities:

  • Responsible for ensuring secure, stable and scalable infrastructure and network operations in compliance with published Service Level Agreements.
  • Supports initiatives to improve and keep operational the various components of the IT infrastructure including but not limited to:
    • LAN and WAN, including the network switches, routers and firewalls.
    • Regional and plant data centers and related services including servers, storage and backup systems, and the infrastructure and middleware software (operating systems, monitoring tools, and databases,) as well as service providers.
    • Responsible for supplier relationship and management including hardware and service provider evaluations, contacts, deliverables and service levels.
    • Direct execution of disaster recovery and business continuity plan.
  • Participates in defining and implementing IT policies, procedures, and best practices, including ITIL and security-related frameworks.
  • Participates in the IT infrastructure due diligence and integration activities related to all mergers, acquisitions and divestitures. 
  • Responsible for delivering monthly operations reporting to senior leadership
  • Consolidation of Global Command Center – Network Operating Center and Security Operating Center.
  • Support documentation and transition including disaster recovery planning, technology lifecycle management and technology road maps.
  • Develop a world-class 24x7 Service Operations function with full-stack system monitoring infrastructure.
  • Build and mentor a high performance, DevOps-minded reliability and operations team (first level incident triage and response).
  • Lead the delivery of high-availability and high performance platforms; ensure uptime with the goal being five nines (99.999%).
  • Develop and implement best-in-class operational procedures for on-call processes across the company, including development and constant betterment of tooling.
  • Technically dive deep; balance technology needs with business, customers’ needs and demands.
  • Drive continual process improvement and own performance visibility.
  • Take ownership of production issues and drive escalations.
  • Manage cloud and data center server assets, including capacity management & TCO.
  • Work closely with R&D to discover upcoming application changes to drive effective Ops planning.
  • Drive the establishment of COE for all IT service management practices like Incident, Change, Problem, Capacity, Availability, Knowledge, Release, Testing, Config, Asset and Supplier Management.
  • Establish the BOT army with a focus on developing chat-bots and co-bots to drive artificial intelligence and machine learning in the space of touchless ops.


Basic Qualifications:

  • Total IT experience should be at least 10 years with 5 years minimum as an IT manager
  • Bachelor’s (undergraduate) degree in computer science, information systems or equivalent is required
  • Extensive experience in large scale, high performance, 24x7 Internet-oriented SaaS/PaaS/IaaS production environments.
  • Track record of effectively owning, improving and optimizing world-class incident response processes and on-call teams.
  • Exposure to both cloud and data center operations.
  • Great recruiter and mentor, experience managing Sys Admins and Engineers.
  • 5+ years working as an Infrastructure & Cloud leader.
  • 8+ years of IT and business/industry work experience.
  • Excellent skills in ITIL Service Operations processes, with ITIL v3 Foundations certification required. Certification in additional ITIL modules preferred.Experience working with distributed global teams.
  • You must possess strong conceptual knowledge and demonstrated ability in Process transformation and optimization, Visual representation of Service Operations metrics and reporting, Service Operations governance and auditing processes, hands on Ops support and trouble shooting.
  • Experience in working with high level executives across company
  • Ability and willingness to work under pressure and meet deadlines
  • Excellent interpersonal skills

Preferred Qualifications & Desired Competencies: Please list the preferred qualifications and ideal behaviors needed for this position based on the following:


Leadership: Demonstrate character, clarity, courage and commitment to high-performance

  • Build environment of trust, high performance and engagement by establishing clear goals and a commitment to feedback, development and recognition


Change Orientation: Champion a better, faster and simpler way of doing things

  • Apply original thinking and continuous improvement to processes, products, systems or services and manage change to better serve customer needs


Collaboration:  Connect, engage and communicate with others

  • Encourage open expression of ideas; communicate effectively at all levels and build strong relationships


Judgment: Make sound decisions

  • Demonstrate critical thinking to take appropriate risk and make sound and timely decisions


Results-Driven: Deliver extraordinary results

  • Take initiative to achieve superior, quality results against internal or external standards of excellence


Eligibility Requirements: List specific location of position and % of willingness to travel.

  • Willingness to travel at least 20%
  • Willingness to work in an office.
  • Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.



  • Relationship/Interpersonal Skills - demonstrated ability to build relationships and to work effectively with a diverse project teams.  
  • Adaptability – Ability to manage many complex projects simultaneously in team environment. Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures. 
  • Energy – Consistently maintaining high levels of activity or productivity; sustaining long working hours when necessary; operating with vigor, effectiveness, and determination over extended periods.  Able to work in fast-paced environment. 
  • Managing Conflict – Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people. 
  • Organization - Proactively prioritize initiatives and have keen ability to multi-task. 
  • Project management - Apply defined project controls to identify, communicate, and manage project scope, goals, project plan, and project progress/performance. 
  • Communication – Communicate clearly, proactively, and concisely with all key stakeholders, customers, and staff 
  • Customer orientation - Establish and maintain long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations. 
  • Leadership - Manage staff to assure they are meeting individual/group goals and lead project teams toward identified outcomes. 
  • Tactical execution - Effectively manage the project controls of complex processes. 
  • Financial Analysis - skills necessary to plan and track projects’ operational metric performance for multiple projects. 

HARMAN ( designs and engineers connected products and solutions for automakers, consumers, and enterprises worldwide, including connected car systems, audio and visual products, enterprise automation solutions; and services supporting the Internet of Things.  With leading brands including AKG®, Harman Kardon®, Infinity®, JBL®, Lexicon®, Mark Levinson® and Revel®, HARMAN is admired by audiophiles, musicians and the entertainment venues where they perform around the world. More than 25 million automobiles on the road today are equipped with HARMAN audio and connected car systems. Our software services power billions of mobile devices and systems that are connected, integrated and secure across all platforms, from work and home to car and mobile. HARMAN has a workforce of approximately 30,000 people across the Americas, Europe, and Asia. In March 2017, HARMAN became a wholly-owned subsidiary of Samsung Electronics. HARMAN is an Equal Opportunity /Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status.  HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. Looking for a challenge where your experience is valued? Come see what you can achieve as a leader with HARMAN!  (


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

Job Segment: Operations Manager, Cloud, Embedded, Information Systems, Operations, Technology