Sr. Manager, IT Operations – Service Management

Job Description

THE OPPORTUNITY

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.

• Overall prioritization and oversight of ITIL V4 IT Service Management processes including strategy, continuous improvement, metrics and collaboration across the organization and with our partners
• Key stakeholder in developing standards for an effective Service Integration and Management team to manage outcomes and end to end SLAs effectively
• Collaborate with Vendor Management, Process Owners, Service Delivery Leaders, Business Relationship Management teams and Managed Service Providers to ensure best-in-class outcomes with AAP’s investment in IT Service Management
• Owns execution and delivery of all monthly ITSM reports, delivery, and execution, as well as associated action items
• Owns execution and delivery of  Monthly Operational reviews on behalf of IT Operations as well as Service Management
• Accountable for the strategic roadmap to implement and continuously improve the following IT Service Management Practices, other practices may be added as we mature overall:

  • Change Management

  • Incident Management

  • Major Incident Management

  • Problem Management

  • Knowledge Management

  • Service Level Management

REQUIRED COMPETENCIES

• Functional IT Service Management:
  • Provides governance and oversight for ITSM functions including Incident, Major Incident, Problem (including RCA), and Change Management.
  • Manages the creation and/or improvement of service management policies and procedures
  • Ensures internal and external teams provide effective and efficient handling of all service issues, working closely with Service Desk, resolver groups, external partners, and other service management functions; ensure resolver teams complete RCAs
  • Leads the planning and design of all relevant ITSM processes, improvement, and changes
  • Drives automation wherever possible across the ITSM functions
     
• Innovation:
  • Can think outside the box to develop new ideas, concepts, and solutions to meet new requirements
  • Devises creative solutions for the provision of new concepts, ideas, products, or services
  • Thinks freely to exploit technological advances that address business needs, without the constraint of former approaches
  • Identifies business advantages and improvements of adopting emerging technologies
     
• People Communication and Engagement:
  • Can communicate and engage across multiple constituencies in a way that influences service outcomes and steers toward change objectives.
  • Listens and encourages various points of view, whether in agreement or not, to create commitment and velocity through alignment
  • Communicates with clarity, directness, and awareness of different cultures
  • Writes clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect
  • Tailors messaging and delivery based on audience to foster understanding and generate support in a variety of formal presentation settings: one-on-ones, small and large groups, and with peers, direct reports, and bosses
• Leading and Managing Change:

  • 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

QUALIFICATIONS

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.

• Bachelor’s Degree in Information Technology or Computer Science, or a related field; and 10-15 years relevant experience including leadership experience; or equivalent combination of education and experience.
• 8+ years of experience leading an IT Service Management practice in a large, distributed environment
• Demonstrated ability to translate ITIL and IT Service Management principles into practice
• Experience building, implementing, operating, and continuously improving an IT Service Management framework
• Experience building processes and organizations to ensure that Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed, monitored, and achieved in a multi-vendor environment
• Experience with the design and implementation of AI / ML and RPA / automation tools
• Experience working in a global delivery model and managing Managed Service Providers against SLAs and KPIs
• Experienced in leading and owning critical customer communications, including regular status reviews, to ensure effective delivery and customer satisfaction
• Demonstrated experience and high level of confidence with vendor interaction and management
• Experience working in retail industry considered a plus
   

CERTIFICATES, LICENSES, REGISTRATIONS

• ITIL v3 or 4 Foundations certification required

SUPERVISORY RESPONSIBILITIES

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.   

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