Belk
Position Summary:

The IT Operations Manager is responsibility for the definition and delivery of technology services that support and improve business processes across the enterprise. Plays a role in service management, customer support, relationship management, and providing advice and guidance.

Essential Functions/Responsibilities:
  • Assesses customer’s risks and needs and recommends appropriate service offerings to proactively address.

  • Assists with evaluation of proposed new services and preparation of analyses to determine how closely services meet stakeholder and solution requirements.

  • Assists with operational readiness planning and execution.

  • Conducts recurring meetings with service consumers to review service performance and expectations.

  • Conducts recurring meetings with internal service providers and external vendors to review service requirements, performance and expectations.

  • Communicates service value, costs and features to business and technology stakeholders.

  • Establishes and maintains service roadmaps to guide new development and/or feature acquisition; monitors competitive landscape; defines appropriate service metrics (e.g. SLA, OLA).

  • Responds to service requests and works to ensure customer satisfaction.

  • Mitigates and resolves day-to-day issues, risks and conflicts escalated by stakeholders.

  • Manages the delivery of recommended services to achieve high customer satisfaction and trust.

  • Liaises amongst product teams, technology teams and third party vendors to successfully coordinate activity across matrix functions and maintain a good customer experience.

  • Establishes and maintains relationships with service consumers (e.g. stakeholders, users, decision makers) by demonstrating reliability, cooperativeness, honesty, and an unbiased approach to resolving issues.

  • Establishes and maintains relationships across technology support and solution teams, staying current on all support and service offerings.

  • Acts as a trusted technology and advisor in partnership with stakeholders to synchronize product and technology activities, identifying service components (e.g. people, process, products tools) to deliver business outcomes and capabilities.

  • Leads, coaches, and manages direct reports.

  • Provides support and guidance as required, in line with individuals’ abilities.

  • Advises individuals on career paths, and encourage pro-active development of skills and capabilities.

  • Sets performance targets, and monitors progress against agreed quality and performance criteria.

  • Provides effective feedback, throughout the performance management cycle, to ensure optimum performance.

  • Mentors individuals, possibly within other parts of the organization.

  • Participates, as appropriate, in formal processes such as compensation negotiations and disciplinary procedures.

  • Allocates resources to effectively support project, enhancements, and defect remediation initiatives.

  • Allocates responsibilities and/or packages of work.

 

Requirements/Qualifications:
  • Bachelor’s degree or equivalent combination of industry related professional experience and education

  • 10+ years of experience

  • Working experience leading and motivating cross-functional, interdisciplinary teams to achieve tactical and strategic goals

  • Working experience of technology services, operations and support

  • Working experience successfully managing a service delivery function (including vendor management, service catalogue and service level agreements)

  • Working experience in liaising with 3rd parties in the delivery of improved service

  • Working experience in identifying and embedding industry best practice into current ways of working

  • Knowledge of technology infrastructure (e.g. hardware, databases, operating systems, local area networks)

  • Knowledge of Computer Associates Suite of Software products (Service Desk, AutoSys, Spectrum, etc.)

  • Ability to support a 24/7 365 operation; requiring frequent evening and weekend availability



Preferred Education & Experience:


  • ITIL Foundation Certification

  • Monitoring Tools such as Solarwinds, Cisco Prime, Datacenter Expert

  • Network Operations Center experience

  • Datacenter Experience


  • Competencies:

  • Influence the strategic direction and takes responsibility for customer service functions, including service standards and operational agreements.

  • Define service levels, standards and the monitoring process for customer service.

  • Give technical leadership to operational staff, and take responsibility for business continuity and legal compliance.

  • Act as the routine contact point, receiving and handling requests for support.

  • Respond to a broad range of service requests for support by providing information to fulfill requests or enable resolution.

  • Provide investigation and diagnosis and promptly allocate unresolved issues as appropriate.

  • Assist with service standards, and applies these to track, monitor, report, resolve or escalate issues.

  • Contribute to creation of support documentation.

  • Provide organizational leadership and guidelines to promote the development and exploitation of specialist knowledge in the organization.

  • Lead, coach, and manage direct reports.

  • Provide support and guidance as required, in line with individuals’ abilities.

  • Advise individuals on career paths, and encourage pro-active development of skills and capabilities.

  • Set performance targets, and monitor progress against agreed quality and performance criteria.

  • Provide effective feedback, throughout the performance management cycle, to ensure optimum performance.

  • Mentor individuals, possibly within other parts of the organization.

  • Participate, as appropriate, in formal processes such as compensation negotiations and disciplinary procedures.

  • Allocate resources to effectively support initiatives.

  • Allocate responsibilities and/or packages of work.

  • Links Belk’s brand, goals, and strategies to team’s work



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