We are seeking an System Development Manager to lead critical infrastructure and platform services that enable our organization to scale and innovate. This role owns and manages ServiceNow, Hex, infrastructure (both bare metal and cloud services), and digital signage systems.

Key job responsibilities

Execute

- Define resourcing and roles required to meet the team's one-to-three-year objectives for ServiceNow, Hex, infrastructure, and digital signage platforms

- Balance immediate operational needs against long-term goals and vision for infrastructure services

- Establish mechanisms to evaluate scope and priority across projects, identifying where to reduce scope on one project to meet more critical deliverables on others

- Drive cost efficiencies and critical issue handling across all owned platforms

- Proactively mitigate risks before they become roadblocks

- Create scalable long-term mechanisms for process improvement

- Own results - positive or negative - and establish mechanisms that audit customer experience, quality, and operational performance

Ambiguity & Strategic Thinking

- Manage a team where problems, opportunities, and strategies may not be fully defined

- Make short-term vs. long-term decisions independently, defining clear goals and objectives

- Design the right team structure, mechanisms, and strategy to meet long-term business goals

- Distinguish between one-way and two-way door decisions, enabling your team to make two-way door decisions

Communication

- Foster a psychologically safe culture where team members contribute independent of their level

- Communicate clearly and concisely in verbal and written formats (narratives, MBR/QBR, PR/FAQ, OP1/OP2)

- Present decisions to leaders up to two tiers above your level

- Influence and negotiate effectively using data-driven arguments while remaining open to others' needs and points of view

Scope and Influence

- Influence team priorities and business strategy

- Partner with employees to define mission, vision, tenets, and goals for the team

- Lead through teaching others - educating employees on the larger picture, long-term perspective, and context behind business and technology choices

- Manage a team of individual contributors and potentially other managers

Team and People Management

- Identify, communicate, and document performance changes needed in a timely fashion

- Plan for long-term organization sustainability and growth

- Provide accurate, timely, and consistent feedback on performance

- Proactively offer and facilitate career growth and development conversations

- Lead recruitment efforts by attracting and hiring bar-raising talent

- Create mechanisms to build a diverse team

- Lead with empathy and foster healthy, sustainable work/life harmony

- Set the standard for onboarding new team members

Process Improvement

- Remove bottlenecks and create best practices for process improvements and operational excellence

- Develop closed-loop mechanisms to quickly identify when projects are at risk and act decisively to get them back on track

- Establish and regularly review business, performance, and operational metrics

- Create new workflows, processes, or practices to improve scale of delivery

Technical Scope

- ServiceNow: Own and manage the ServiceNow platform, including configuration, customization, integrations, and operational excellence

- Hex: Manage Hex platform for inventory management and service

- Infrastructure: Lead both bare metal and cloud infrastructure services, including architecture decisions, capacity planning, cost optimization, and operational reliability

- Digital Signage: Own digital signage systems, content management, and operational support

BASIC QUALIFICATIONS

- Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field

- 5+ years of managing system or software development teams experience

- 5+ years of systems engineering and operations leadership for an Internet service or leading edge IT organization experience

- 7+ years of relevant hands-on systems engineering and administrative work in networking, storage systems, operating systems experience

PREFERRED QUALIFICATIONS

- Experience with AWS platforms, services, and design patterns

- Knowledge of systems engineering fundamentals (networking, storage, operating systems)

- Experience with Agile engineering practices (Kanban, continuous delivery, etc.)

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Bellevue - 166,300.00 - 225,000.00 USD annually