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IT Manager - Consumer Support Services Back office - Messaging Operations at Franklin Templeton Investments

Posted in Information Technology 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: St. Petersburg, Florida

Job Description:

At Franklin Templeton Investments, we are dedicated to delivering strong results and exceptional service to clients, team members and business partners. Over 9,000 employees working in 60 offices around the world are dedicated to servicing investment solutions for our clients in more than 150 countries. For over 65 years, our success has been a direct result of the talent, skills and persistence of our people, and we are looking for qualified candidates to join our team.


What is the CSS Back Office Messaging Operations team responsible for?
The CSS Back Office Messaging team provides client and server technology support for various Office 365 services, eDiscovery, Messaging and Unified Communications platforms. These systems provide our external customers and internal employees with the ability to collaborate and communicate securely and in real time. The 24x7 operational support for these platforms and technologies are provided through a follow-the-sun model.
What are the ongoing responsibilities of an IT Manager?
Reporting to the IT Manager of CSS Back Office Messaging and Unified Communications team, the Manager of Messaging Operations will manage a globally-dispersed team and take primary responsibility for the operational excellence, service delivery and daily operations support for the Messaging, Collaboration, eDiscovery and Unified Communications platforms. This includes the management of the ongoing deployment, migration and operational support of various Office 365 technologies such as Microsoft Teams, Exchange and OneDrive.
Additionally, the Manager will handle support escalations and workload management across the Operations team to ensure service, request and incident management SLAs are met as well as a follow-the-sun operations model is maintained. The Manager will also be responsible for setting yearly performance goals as well as mentoring and developing talent during regular performance reviews.
The ideal candidate will have experience supporting large corporate business groups within the Financial Services industry, will be a fast learner, passionate about high impact projects, and will have superb communication skills. This is a full-time position and can be located in our Eastern time zone office locations in St. Petersburg, Ft. Lauderdale, New York or Toronto Canada.


  • Demonstrate a working knowledge and understanding of a broad set of communication and collaboration technologies including Office 365, Microsoft Exchange 2010/2016, Skype for Business 2015, Meeting Room Video Conferencing, Web Collaboration Technologies, Mobility Management and eDiscovery

  • Collaborate with the Engineering team to deliver effective and stable solutions that address business goals and operational requirements on time and within budget.

  • Efficiently fulfill customer and business demand by partnering with Architects, Engineering and other stakeholders to design, communicate and implement Strategies, Technology Roadmaps, Standards, Processes and Services

  • Partner with Global Information Security to deliver and maintain operational capabilities of our services which ensure security, audit and regulatory compliance requirements are met

  • Lead Office 365, Messaging and UC maturity and adoption, driving standardization and maturing processes that can be automated with the goal of driving greater overall Service Delivery maturity

  • Provide Capacity Planning and Performance Management for Global IT Messaging and UC Consumer Technology.

  • Perform financial forecasting; manage project and departmental budgets

  • Define and establish Operational metrics and measurements that demonstrate systems health and communicate through Operational Reviews

  • Stay abreast of new and emerging technologies and processes and continuously improve IT services.

  • Make and influence technical and business decisions

  • Work closely with Vendor Relationship Managers to foster healthy supplier relationships, manage contracts, product performance, usage monitoring and forecast, service levels and expectations

  • Partner with Engineering leaders to establish criteria and execution to ensure proper transition from Engineering to Operational areas for project delivery and production support.

  • Lead the triage of escalated, complex problems as needed to ensure restoration or quality of service

  • Recruit, develop and mentor a team of talented, highly-motivated staff. Model and coach expected professional behavior required for a high-performing network engineering team. 

  • Develop opportunities for cross-team effectiveness and remove organizational barriers for strong teamwork, collaboration, and excellent service delivery



Minimum Qualifications:

  • 3+ years? experience leading teams responsible for Messaging and UC Collaboration Infrastructure and Service Delivery for global, mid- to large-sized corporations with geographically-dispersed populations

  • Demonstrated technical management experience and knowledge in the areas of Office 365, converged Enterprise Voice, Data, and Video, Unified Communications, Cisco, Microsoft and eDiscovery platforms

  • Passionate, collaborative, results-oriented leader with a proven track record of inspiring and building strong performing teams

  • Demonstrated success in implementing quality guidelines, standards and procedures

  • Experience leading geographically distributed and culturally diverse work-groups

  • Excellent written and verbal communication skills. Must be able to effectively communicate to technical and non-technical audiences

  • Strong organization and planning skills

  • Strong influencing/negotiation skills

  • Strong interpersonal/relationship management skills

  • Demonstrated financial and contract management skills

 Preferred Qualifications:

  • Specific technical expertise with Office 365, Microsoft Exchange, IronPort, Microsoft Skype 2015 and Office 365 Services

  • Experience and training in ITIL Service and Product Management methodologies

  • Bachelor?s Degree in Computer Science, Engineering or equivalent experience

  • Financial Services industry experience or other highly regulated industry

  • Expertise in the areas of Information Security and Risk Management, Business Continuity, Disaster Recovery/Avoidance

  • Experience with PowerShell scripting

  • Office 365 certification a plus

What makes Franklin Templeton Investments unique?

In addition to the dynamic and professional environment at Franklin Templeton, we strive to ensure that our employees have access to a competitive and valuable set of Total Rewards?the mix of both monetary and non-monetary rewards provided to you in recognition for your time, talents, efforts, and results. For a listing of total rewards in your region, visit our Locations page for more details.