Position Summary:
The role of the Director of Application Support is to:
Support, maintain and ensure the availability of Belk’s Customer facing and internal applications.  Working closely with business partners, this role is responsible for planning and implementing the application support strategy for the company.  The Director leads the team in providing support to ongoing daily operations and strategic planning for ensuring high availability and reliability of the assigned applications portfolio. Working with business partners, extended IT teams and third-party vendors, this role is responsible for defining and implementing strategies to reduce inbound incidents for the operational environment and help the development teams with simplifying the overall operational environment.

Essential Functions/Responsibilities:
  • The director leads a staff of IT Application Support Managers, and IT Application Support Analysts and coordinates the team’s interaction with third party service providers and business partners
  • The director is accountable for supporting, maintaining, enhancing and monitoring Belk’s application system portfolio
  • The director is responsible for defining and implementing an RPA (Robotic Process Automation) strategy and other AI/Machine Learning based automation of application support activities
  • The director is responsible for overseeing staff development. This includes performance appraisal, salary administration, assisting in career development and counseling, and ensuring meaningful assignments and opportunities for staff growth
  • The director role is one that requires team leadership, business acumen, professional bearing, systems knowledge, and strong relationship management skills with users and third-party service providers. 
  • The director is responsible for building partnerships with assigned business units.  Serves as the business partner’s front end to all areas of IT.  
  • The director must demonstrate a strong understanding of and high regard for the Belk IT business model and systems
  • The director is responsible for setting, tracking and adhering to capital and expense project budgets.  Utilizes Belk’s IT Governance tools to develop and track project budgets
  • The director is responsible for establishing and maintaining effective relationships with customers and gains their trust and respect; leverages peer relationships to influence strategic outcomes; interacts objectively with peers in highly emotional/political settings

  • Bachelor’s Degree in Information Systems/ Computer Science/ Business or related degree
  • 10 years or more of IT experience and 4 years or more in managing Operations/Production support areas
  • Strong understanding of operations/production support related to application system portfolio
  • Strong understanding of and implementation experience with ITIL principles
  • Strong technical leadership with experience on industry standard web technologies 
  • Strong Retail application support background including Stores, eCommerce, Supply-Chain, Merchandising, and other back office Corporate applications like HRM and Financial Systems
  • Strong track record of business stakeholder management

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