Senior Service Delivery Manager It Systems Support (Remote)

WP Engine empowers companies and agencies of all sizes to build, power, manage, and optimize their WordPress websites and applications with confidence. Serving 1.5 million customers across 150+ countries, the global technology company provides premium, enterprise-grade solutions, tools, and services, including specialized platforms for WordPress, industry-tailored eCommerce and agency solution suites, and developer-centric tools like Local, Advanced Custom Fields, and more. WP Engine’s innovative technology and industry-leading expertise are why 8% of the web visits a WP Engine-powered site daily. Learn more at wpengine.com.

What’s cool about this job?

WP Engine is on a mission to help our customers win online! Whether that’s helping an aspiring entrepreneur to turn a hobby into an online business or a multinational corporation to launch a new campaign in weeks instead of months, our platform is there to help them win — whatever that means for them.

This role needs a creative, experienced leader to champion multiple teams, including IT Support and IT Systems. WP Engine’s infrastructure is almost entirely off-premise, so fanatical support is a key ingredient to success. Coaching and guiding the teams to focus on the right priorities, at the right time, for the business every day.

The team has a stellar reputation, and we are looking for experienced leadership to take the programs, and the team, to the next level. This role is highly visible to the whole company, multifaceted, and takes on all aspects of IT, from strategic decision-making, key stakeholder identification and management, as well as managing budgets.

The day to day.

• Supporting all things IT & Systems for the company and your teams
• Manage strategic roadmaps for related teams, partnering closely with internal customers and leadership to ensure alignment with business needs and associated timelines.
• Lead and mentor high-performing, international teams of system administrators, infrastructure administrators, and support personnel; ensure the teams are working on the right things with the appropriate sense of urgency.
• Create staffing plans for internal and consulting resources, Leading all aspects of your teams while ensuring their productivity, happiness, and personal growth at WP Engine.
• Build strong, collaborative relationships with key partners across the company by communicating clearly and regularly.
• Partner closely with Senior leadership to assist with planning & executing strategic Merge & Acquisitions opportunities
• Act as the IT stakeholder for critical projects, ensuring project success by understanding the needs of the business, taking direction from leadership, identifying appropriate solutions, and determining how technology should be leveraged to meet requirements.
• Refine and own the governance process for intake/prioritization of related business application requests.
• Work closely with Finance, Procurement, and Security to maintain our posture with regards to vendor management, licensing, and security.
• Ensure the uptime/availability of all business applications, and lead the team through outage/recovery situations when necessary.
• Drive adoption, usability, and business value of process & tool improvements through effective change management, communications, and enablement planning.
• Find opportunities for system optimization, redesign, or process improvement, including change and incident management.

Minimum Qualifications

Your skills and expertise.

• Minimum qualifications:
• Bachelor’s degree or equivalent work experience
• 8+ years of technical experience with ability to demonstrate deep competencies across multiple disciplines
• 5+ years of people management experience
• 3+ years of budget and vendor management experience
• Familiarity with ITSM tools and practices (such as ITIL).
• Strong interpersonal skills, with the ability to lead a small team and collaborate with global colleagues across diverse cultures
• Familiarity with KPIs, SLOs, and SLAs

Preferred Skills

• Experience in a Mac-heavy environment
• Worked in environments containing NetSuite, Salesforce, and/or Workday
• Has experience with one or more of the following technologies: Google Workspace (G Suite), OKTA, Zoom, Slack, and / or Cisco Meraki.

The Perks And Benefits.

• Stock Options (Every employee is an owner in the company)
• Tax free annual wellness benefit of €1,000 through Clevercards
• Matched pension plan
• VHI Healthcare & Dental
• Employee Assistance Program
• Generous Vacation Time (Who doesn’t like time off)
• One-time €465 Home Office Stipend
• Employee Resource Groups
• 4 Company Wellness Days
• Wellness Program
• Calm App Subscription

At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.

At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.