COMPANY OVERVIEW For over a century, Neiman Marcus Group has served the unique needs of our discerning customers by staying true to the principles of our founders: to be the premier omni-channel retailer of luxury and fashion merchandise dedicated to providing superior service and a distinctive shopping experience in our stores and on our websites. Neiman Marcus Group is comprised of the Specialty Retail Stores division, which includes Neiman Marcus and Bergdorf Goodman, and our international brand, mytheresa.com. Our portfolio of brands offers the finest luxury and fashion apparel, accessories, jewelry, beauty, and home décor. The Company operates more than 40 Neiman Marcus full-line stores in the most affluent markets across the United States, including U.S. gateway cities that draw an international clientele. In addition, we operate 2 Bergdorf Goodman stores in landmark locations on Fifth Avenue in New York City. We also operate more than 40 Last Call by Neiman Marcus off-price stores that cater to a value oriented, yet fashion minded customer. Our upscale eCommerce and direct-to-consumer division includes NeimanMarcus.com, BergdorfGoodman.com Horchow.com, LastCall.com, and CUSP.com. Every day each of our 15,000 NMG associates work towards the goal of enabling our customers to shop any of our brands "anytime, anywhere, and on any device." Whether the merchandise we sell, the customer service we offer, or our investments in technology, everything we do is to enhance the customer experience across all channels and brands. DESCRIPTION
The IS Consultant, Infrastructure Service Delivery Lead is responsible for the delivery of IS infrastructure services, including ongoing operations and support. This position manages the day-to-day relationship with the contracted Infrastructure Service Provider, ensuring services are delivered according to the contractual agreement(s). The position ensures Service Providers meet or exceed Service Level Agreements and ensures Performance Indicators are at or above agreed-upon levels. This position closely monitors the delivery of services by the Provider, audits performance where necessary, and implements and/or recommends corrective actions when service delivery does not meet contractual obligations.
To fulfill the role, the IS Consultant, Infrastructure Service Delivery Lead must manage and interpret monitoring and reporting mechanisms that measure the Service Providers performance. The IS Consultant, Infrastructure Service Delivery Lead will be expected to amend existing metrics and develop and implement new metrics and reports as technologies and services evolve over time. In addition, this role requires the review and approval of technical and project status reports, development of mitigation/remediation plans where necessary, and suggestions for improvements. The IS Consultant, Infrastructure Service Delivery Lead ensures that efficient and cost effective technology solutions, aligned with enterprise architectures, are developed and deployed so as to enhance organizational productivity and improve the Company’s competitive position.
END USER COMPUTING (EUC) AND MOBILITY SERVICES EXPERIENCE:
Successful candidates will have experience working in a Retail organization managing teams delivering End User Computing (EUC) Services and Mobility Services.
INTERNAL/EXTERNAL RELATIONSHIPS (Scope):
Interacts daily with the Neiman Marcus IS Infrastructure team, the Managed Infrastructure Services provider (onshore and offshore), the IS Vendor Management Organization, IS Project Management Office, and various contracted IS resources. Meets frequently with various business units to assess and evaluate IS services.
Interacts routinely with vendors, service providers, consultants/advisors and professional organizations.
KNOWLEDGE AND EXPERIENCE GUIDELINES:
Bachelor's or Master's degree. Computer or Information Management concentration preferred, but other concentrations acceptable when coupled with relevant experience.
Proficient in performing data analysis and developing solutions to business problems
Ten or more years’ experience in an Information Technology role
Demonstrated experience with IS service management, service provider oversight, ITIL practices, financial forecasting and analysis, budget and personnel administration, project planning and management, and contract/vendor negotiation and administration.
Proficiency with general purpose PC software including spreadsheets, word processing and communications and collaboration tools.
Excellent interpersonal and communications skills (oral and written)