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Director, IT Process Management
BrandBest Buy

The Service Management & Operation Reliability (SMOR) team is looking for an experienced Director, IT Process Management to lead several Service Management processes for Best Buy Digital & Technology organization. Team SMOR is focused on internal and external customer experience by enabling application availability and stability thru embracing best-in-class technology and processes.

One of the key objectives of SMOR is to implement a DevOps model and evolve the ITIL processes to enable teams to move faster and be more efficient while ensuring Best Buy is compliant to the Digital & Technology General Controls. This role will have responsibility of key operational processes (ITIL based) which includes: Change, Release and Configuration Management and Compliance functions of Segregation of Duties and Secure Code Reviews.

The nature of this role will require the ability to work across product, engineering, infrastructure, information security, and Internal & External Audit teams. A successful candidate will be highly collaborative and able to lead direct reports, contractors, matrixed resources, and executives to evolve the processes and support and deliver on shared outcomes.

Key responsibilities include:
  • Lead the Configuration Management Process to develop an aligned Data Model and implement tools and processes to ensure that accurate and reliable information about the Best Buy configuration items is captured and maintained in the Configuration Management Database.
  • Drive the Configuration Management process to make the CMDB a proven reliable source of truth for Digital & Technology that enables Operational stability, visualization of change Impact, and enables informed decisions for stable customer obsessed solutions.
  • Lead the Compliance functions:
    • Lead the Change/Release Management processes evolving and implementing the process strategy while ensuring compliance to the Change Management General Controls.
    • Segregation of Duties – complete quarterly testing of SOX applications to ensure an adequate segregation of duties (SOD) exists between the development and production environments.
    • Secure Code Reviews – ensure compliance that code reviews are done when the code is changed.
  • Lead the Holiday Change Management process to ensure system stability, capacity and functionality which enables customers to find & buy what they want during the busiest time of the year.
  • Manage interactions with Internal and External auditors
  • Advise on the interpretation of the ITIL process methodology ensuring a best practice approach for the organization.
  • Executive communication and facilitation.
  • Day to day management of staff and contractors.
  • Project & Financial management.
Minimum Qualifications:
  • 10 or more years of people management experience
  • 12 or more years of experience in one more of the following areas, with demonstrated progression of responsibilities:
    • Applications Management
    • Infrastructure Management
    • IT Auditor/Compliance
    • Process Engineering/Ownership
    • Program Management
    • Operations/Support Management
  • ITIL foundations certified
  • 8 or more years of experience managing project financials & resource allocation
  • Excellent communication skills – orally and in writing
  • Executive presence
Preferred Qualifications:
  • Bachelor's or advanced degree in IT, Computer Science, Business Administration or related field
  • Sarbanes Oxley (SOX) knowledge in the areas of Change Management & Segregation of Duties
  • ITIL Managing Professional certification

Auto Req. ID790172BR
Employment CategoryFull Time
Job CategoryDigital & Information Technology
Job LevelDirector
Location Number957477-105-Svc Mgmt & App Support
Address7601 Penn Avenue South


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