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.
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.
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
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