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Senior Manager, IT Operations – Integration and Messaging Job

Best Buy

Date: Sep 5, 2014

Location: Richfield, MN, US

Senior Manager, IT Operations – Integration and Messaging

Job Number: 14000001ND


Senior Manager, IT Operations – Integration and Messaging

The Application Operations service management team is looking for an experienced IT Operations Manager to manage day to day oversight of IT service delivery activities relating to service support, service improvements and efficiencies, service level compliance, service performance, problem management, incident management and change management for the integration and messaging portfolio.

In addition to being responsible for the delivery of operational support, this leader will also be accountable for the capacity planning, supportability and performance management of the application portfolio. The nature of this role will require the ability to work across cultural and geographic boundaries (supporting a hybrid on-shore / off-shore operating model) as well as working in a mission critical 24x7 environment that includes peak retail holiday seasons. This role has direct accountability for oversight of 3rd party resources that perform the support of these systems. This role is responsible for working with our third party service providers and Product Capability Managers to ensure our third parties are meeting the agreed service commitments and will be accountable to drive continual process improvement in all areas of IT service delivery.

Key position responsibilities include:

- Be the primary operational point of contact for business and IT leadership for application support and operations issues and questions related to the Integration and Messaging

- Ensure that all business requests for service are dealt with promptly and professionally and services are delivered to the agreed schedule or SLA

- Help manage stakeholder expectations, have overall responsibility for the customer's (business) level of satisfaction with the products and services provided by our service providers

- Manage and drive the relationship with multiple 3rd party service/software providers

- Ensure that all contracted/agreed service levels are met for each element of the services delivered

- Proactively drive and implement service improvements, innovations, and efficiencies within support and operations portfolio

- Hold regular service reviews with service providers to review the quality of services delivered in support of agreed contracts and ensure that any Service Improvement Plans required are defined and implemented

- Enforce adherence of BestBuy's information security policies by service providers

- Own and manage financial and operational metrics as it relates to application support and operations

- Provide service reports to key stakeholders and product capability managers, holding regular reviews with the stakeholder group to assess the quality of services delivered

- Budget Management - Creation, Tracking and Reconciliation

- Partner with Application Development and Infrastructure teams on Service Introduction for new projects/systems

The person seeking this role must have the ability to work in a highly matrixed environment and be able to manage third party service provides, coordinate activities across multiple providers and have strong communication skills. This role must also be able to quickly understand the Integration and Messaging space.

Basic Qualifications:

- 10 years' experience in one more of the following areas, with demonstrated progression of responsibilities:

o Application support

o Application development

o Program or project management

o Business process reengineering

o Product design and product strategy

o Application management

o Solution Architecture

- 3 or more years of experience at a manager level in a multi-channel brand business environment

- Prior experience with middleware and messaging

- Strong verbal and written communication skills

Preferred Qualifications:
- Bachelor's or advanced degree in IT, Computer Science, business or related field

- 7 or more years of experience in a technology role

- Experience with an IT function for a global consumer-oriented organization in retail, digital business or related industry

- Experience in cross capability service management with integration across multiple systems.

- 5 or more years of experience in a service management role with integration across multiple system

Job: Information Systems

Primary Location: United States-MN-Richfield

Organization: Best Buy US Corporate

Job Posting: Jul 29, 2014, 2:18:24 PM