IT Manager Operations
Charlotte, NC, United States
Ref#: 1084681
Date published: 7-Apr-2015
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Position Summary:
Charlotte, N.C.-based Belk, Inc. (www.belk.com) is the nation’s largest family owned and operated department store with more than $4 billion in sales and 300 Belk stores located in 16 Southern states and a growing digital presence on belk.com. Founded on May 29, 1888 by William Henry Belk in Monroe, N.C., the company is in the third generation of Belk family leadership. Our mission is to satisfy the modern Southern lifestyle like no one else, so that customers get the fashion they desire and the value they deserve. Our vision is for the modern Southern woman to count on Belk first – for her, for her family, for life. Belk has been committed to community involvement since its inception and today gives 2.5 percent of its pretax income back to the communities it serves. During the past fiscal year the company and its associates, customers and vendors donated more than $20.9 million to those communities.
Essential Functions/Responsibilities:
The IT Operations Manager reports to our IT Operations Director and is a versatile, highly visible leader responsible for leading insourced and outsourced teams engaged in Computer Operations, Production Control, and ITIL Process Management for Belk Information Technology.
The manager prioritizes, guides, directs and monitors all operational and ITIL based work efforts for Belk Information Technology. This includes ITIL based functions and processes such as Change Management, Incident and Problem Management, Enterprise Monitoring, Asset Management, Batch Scheduling, Source Code Management, Production Control, and others. Manage technical resources responsible for administration and operation of Enterprise Foundation Tools (CA Suite) and ensure standards and processes are appropriate and effective for Belk IT.
Essential Functions
•Process Improvement – constantly evaluates the status quo to determine operational or customer focused improvements that can be made. Defines to be processes and drives them to implementation. Measures the success they have had on operational metrics.
•Enterprise Foundation Tools – Administer, support, maintain, and operate Enterprise Foundation Tools (CA Suite) and related processes for Belk IT.
•Root Cause Analysis – Analyze critical or recurring problems to assure the Root Cause is identified and long term solutions are planned, executed and then monitored to permanently resolve the issue.
•Problem Management – Manage and monitor problem management teams, queues and service level agreements to assure problems are being resolved. Analyze problem trends and take appropriate action to address and eliminate.
•Relationship Management – Build partnerships with IT Delivery, Shared Services Managers and third party service providers.
•Asset Management – Works with the infrastructure architecture team to define end user computing needs and define desktop solutions accordingly. Tracks end user computing hardware and software assets to assure licensing compliance and drive expense savings through appropriate coverage.
•Change Management – Manage Production Control and Change Management processes for Belk Information Technology.
•Communication – can communicate in both a technical and non-technical manner. Must be able to listen and understand technical problems and issues and communicate them and their status for resolution to a non-technical audience. Must ask probing questions to support associates to assure problem is fully understood and the correct course of action is being taken.
•Process Improvement – constantly evaluates the status quo to determine operational or customer focused improvements that can be made. Defines to be processes and drives them to implementation. Measures the success they have had on operational metrics.
•Enterprise Foundation Tools – Administer, support, maintain, and operate Enterprise Foundation Tools (CA Suite) and related processes for Belk IT.
•Root Cause Analysis – Analyze critical or recurring problems to assure the Root Cause is identified and long term solutions are planned, executed and then monitored to permanently resolve the issue.
•Problem Management – Manage and monitor problem management teams, queues and service level agreements to assure problems are being resolved. Analyze problem trends and take appropriate action to address and eliminate.
•Relationship Management – Build partnerships with IT Delivery, Shared Services Managers and third party service providers.
•Asset Management – Works with the infrastructure architecture team to define end user computing needs and define desktop solutions accordingly. Tracks end user computing hardware and software assets to assure licensing compliance and drive expense savings through appropriate coverage.
•Change Management – Manage Production Control and Change Management processes for Belk Information Technology.
•Communication – can communicate in both a technical and non-technical manner. Must be able to listen and understand technical problems and issues and communicate them and their status for resolution to a non-technical audience. Must ask probing questions to support associates to assure problem is fully understood and the correct course of action is being taken.
Requirements/Qualifications:
Bachelor’s Degree in Information Systems, Business Administration, Computer Science or other
relative Technical Degree (equivalent work experience will be considered in lieu of degree)
•At least 10 years experience working in an IT department
•At least 3 years experience directly managing end user and infrastructure support teams
•Experience developing strategic and tactical plans to meet operational support strategies, goals and objectives
•Experience developing and managing operational budgets in excess of $10MM annually
•Experience managing outsourced teams, or contract teams to deliver end user support
•Experience analyzing, designing, implementing and measuring the effectiveness of process improvement activities
•Ability to act quickly in a crisis situation to make decisions and keep key constituents informed of the situation
•Proficient in the use of Microsoft Office Products: Word, PowerPoint, Excel and Project
•Excellent verbal and written communication and presentation skills
relative Technical Degree (equivalent work experience will be considered in lieu of degree)
•At least 10 years experience working in an IT department
•At least 3 years experience directly managing end user and infrastructure support teams
•Experience developing strategic and tactical plans to meet operational support strategies, goals and objectives
•Experience developing and managing operational budgets in excess of $10MM annually
•Experience managing outsourced teams, or contract teams to deliver end user support
•Experience analyzing, designing, implementing and measuring the effectiveness of process improvement activities
•Ability to act quickly in a crisis situation to make decisions and keep key constituents informed of the situation
•Proficient in the use of Microsoft Office Products: Word, PowerPoint, Excel and Project
•Excellent verbal and written communication and presentation skills
Preferred Education, Experience and Skills
•Knowledge and experience working in an IT department within a Fortune 500 retail company
•ITIL Service Desk framework experience
•Knowledge and experience working in an IT department within a Fortune 500 retail company
•ITIL Service Desk framework experience
Competencies
•Ability to communicate technically and non-technically
•Organizes and executes work to goals and end dates; demonstrates a sense of urgency around problems
•Excellent relationship management skills
•Proven financial responsibility
•Process and customer service focused
•Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.
•Promoting effective coordination between work groups
•Establish operational strategy, goals and objectives
•Develop processes and procedures for efficient and timely work flow
•Ability to communicate technically and non-technically
•Organizes and executes work to goals and end dates; demonstrates a sense of urgency around problems
•Excellent relationship management skills
•Proven financial responsibility
•Process and customer service focused
•Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.
•Promoting effective coordination between work groups
•Establish operational strategy, goals and objectives
•Develop processes and procedures for efficient and timely work flow
Physical
•Ability to operate a PC
•Ability to manipulate a keyboard
•Ability to sit for long periods of time in an office environment
•Ability to operate a PC
•Ability to manipulate a keyboard
•Ability to sit for long periods of time in an office environment
Other Duties and Responsibilities
•Follow any job-related instructions requested by supervisor or management.
•Follow any job-related instructions requested by supervisor or management.
