Full Job Description
As our Manager of IT Operations, you'll be the strategic and operational leader ensuring our IT infrastructure runs like clockwork. You'll oversee and govern our selected BPO partner that will manage our systems, networks, processes, and IT help desk that keep our business connected and secure, while leading a talented team to anticipate challenges before they arise. Your work will directly impact productivity, security, and the ability of every department to deliver on our company's mission.
Principle duties and responsibilities:
• Manage and govern our BPO team of IT specialists, fostering a culture of proactive problem-solving and continuous improvement.
• Oversee the day-to-day operations of our IT infrastructure, including servers, networks, cloud environments, and end-user systems.
• Implement and maintain IT policies, security protocols, and compliance standards.
• Ensure soluble & timely reporting showing SLA performance, Core Systems performance, trending analysis, risk assessment, etc.
• Monitor system performance and implement automation tools to improve efficiency and reduce downtime.
• Collaborate with other I/T department heads to align I/T initiatives with business goals and upcoming projects including system upgrades, migrations, and integrations.
• Oversee vendor management, service level performance, contractual obligations and delivery of expected service and support Ensure timely communication of all Major Incidents followed by RCAs and any actionable follow-up items.
• Oversee and govern our Change Management process. Ensure proper governance and approval processes are followed. Track and report changes that have an impact to the business.
• Lead and manage enterprise software deployment operations, ensuring successful delivery of applications, updates, patches, and platform releases.
Required Qualifications:
• 5+ years of experience in IT operations, with at least 3 years in a leadership role.
• 3+ years of BPO Management and oversight.
• Proven expertise in managing hybrid IT environments (on-premises and cloud).
• Experience with operating systems (i.e. Microsoft)
• Strong knowledge of networking, virtualization, and enterprise security best practices.
• Experience with IT service management tools (e.g., ServiceNow, Jira Service Management, etc.).
• 3+ years of experience in ITIL, Major Incident Management, and Change Management process.
• Experience managing Service Now reports and dashboards
• Excellent communication skills and the ability to translate technical concepts for non-technical stakeholders.
• A track record of leading teams through change-whether it's a major system migration or a security overhaul.
Desired Qualifications:
• Bachelor's Degree (Business, Information Systems, Computer Science)
• 2+ years' experience in Retail Industry
• ITIL Certificate
• Experience with DevOps and Application Development tools and software deployment tools such as SCCM, GitHub, Jenkins, etc.
Projected Salary Range: 112,000 - 128,500
Full time
510 Volvo Parkway,Chesapeake,Virginia 23320
IT Operations
Family Dollar
