FGB'ers gave this company a 4.1/5 in overall job satisfaction
FGB’ers working at Advance Auto Parts rated their manager’s support a 4.6/5
The Sr. Manager, IT Operations – Service Management is a member of the IT Operations Management Team with overall accountability for managing and improving AAP’s IT Service Management framework. This individual will be responsible for creating a cohesive strategy with the goal of improved stability, security, performance, and efficiency for the organization. The scope includes both the IT Service Management processes in place today and those we need to implement. The IT Service Management team will be responsible for creating, managing, and driving the creation, implementation, continual improvement, and alignment of comprehensive process roadmaps. Builds positive relationships across IT and third parties to become more effective business partners.
This position is responsible for championing and driving organizational and technological change with the goal of continuously improving Advance Auto Parts’ ability to serve our customers better than anyone else. As a result, the incumbent in this position will continuously challenge the status quo and drive for actionable insights to improve IT operations and support. In addition, this role is responsible for building and maintaining strong relationships with the appropriate Business Operations and IT Leadership Teams and their direct reports and serves as the main escalation point for issues which cannot be resolved by the members operating within their respective teams.
This position has both direct and indirect management responsibility in a global delivery model. In addition, this position will have responsibility for developing and maintaining an effective labor strategy in partnership with the Service Provider(s). This position is responsible for developing and maintaining strong senior level relationships with Advance Auto Parts’ external partners and ensures that it receives the maximum value for any contracted services.
PRIMARY DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Major Incident Management
Service Level Management
Can successfully manage the deployment of positive change while considering structural, strategic and cultural issues.
Thinks in opportunities instead of barriers
Build support for change through clear communications and an understanding of objectives and priorities
Builds trust and respect with stakeholders and uses this to influence decisions that need to be made to ensure success
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
CERTIFICATES, LICENSES, REGISTRATIONS
ITIL v3 or 4 Foundations certification required
This position will be responsible for directly managing internal resources and influencing Service Provider outcomes and ensuring the highest level of service quality, closely liaising with both internal and external partners.
Maternity leave coaching
On-ramping/Off-ramping parental leave
Backup child care
Onsite child care
Child care subsidies
Short term disability