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.
- Experience in successfully managing Asset Management processes to ensure full visibility and accountability for corporate assets
- Experienced managing a team providing Depot Services
- Experience in EUC policy creation and improvement
- Experience in software license management
- Service Provider Oversight
- Develops strong knowledge of all relevant contractual documents to fully understand scope, responsibilities, obligations, and deliverables
- Manages the relationship with Provider to ensure the effective delivery of outsourced services to Neiman Marcus for areas of responsibility
- Conducts regular service reviews; manages and audits Provider performance and productivity relative to Service Level Agreements. Ensures Provider is compliant with all agreements
- Works with Provider to identify opportunities for service improvement, approves service improvement plan, establishes timelines for completion, and validates successful implementation
- Authorizes all work resulting in financial expenditures and ensures that all required Neiman Marcus approvals are obtained prior to delivery
- Serves as the primary liaison regarding communication between Neiman Marcus and Provider relative to service delivery changes, incidents, problems and recovery efforts; partners closely with the IS Vendor Management Organization
- Maintains focus on the handling of high severity incidents and problem record
- Contacts Provider with corrections, plan/program changes and any details/information necessary to resolve conflicts between Neiman Marcus and Provider
- Develops and distributes written communications as needed to the Provider
- Reviews and monitors Provider problems, change management processes, and escalation procedures
- Participates in operational change management: reviews change requests, facilitates change meetings, applies change approvals
- Meets frequently in regularly-scheduled management meetings with the Provider
- Interface with the Vendor Management Organization and management as needed to analyze Provider performance
- Provides demand management and prioritization of work in alignment with the business and Provider response to demand
- Reviews technical procedures documents created by Provider at regular intervals to confirm accuracy and currency
- Authors and publishes the annual Tool & Database Platform Summary
- Establishes metric/performance reporting; tracks Provider performance and ensures viability of service levels
- Defines, reviews and approves Provider reporting on assets, availability, capacity, etc; implements improvements where necessary
- Validates and approves Provider invoices
- Implements, maintains and matures service level reporting
- Ensures the timely completion of all related security and compliance deliverables
- Stakeholder Interactions
- Provides early warning to stakeholders regarding chronic degraded or missed service levels
- Measures, monitors and manages Neiman Marcus satisfaction and provides remediation
- In conjunction with Provider, designs and administers customer surveys and other feedback processes
- Conducts service level reviews; monitors aging of incident and service request resolution
- Provides direction and leadership in developing client Neiman Marcus processes
- Plan/Build Responsibilities
- Engages with partners to evaluate and deliver service requests
- Suggests innovations, process and system changes to improve processes and business results
- Participates as an operations/support expert in partner meetings, identifies and brings other appropriate subject matter experts as needed
- Supports solution life cycle planning and delivery
- Keeps abreast of new and updated technologies, methods and products
- Assists with the preparation, monitoring and control of IT financial expenditures
- Reconciles projected resource baselines with actual utilization of resources
- Perform capacity and demand planning with Provider and governance team
- Forecasts demand for all in-scope and new services;
- Ensures new service requirements are formally incorporated into Provider agreements and confirms Provider is prepared to support new services as they come on-line
- Coordinates services, projects, and plans within domain to ensure priorities are addressed appropriately
- Participates in DR activities
- Ensures Provider has appropriate Business Continuity/ Disaster recovery plans
- Consults on the definition and execution of the Provider’s Disaster Recovery plan
- Participates in testing of plans as necessary and monitor results of business continuity testing.
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)