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MANAGER, IT SERVICE OPERATIONS

Location: 

Dublin, GA, US, 31021

Our company culture is built upon YKK’s philosophy called the CYCLE OF GOODNESS™.  We believe that providing value and being fair to our customers and our employees is what makes us a successful company in return.  Guided by our core values and fundamental behaviors, we strive to foster a caring company, committed employees and challenging work that benefits our employees, customers, and communities. We offer competitive compensation packages, training and advancement opportunities. YKK AP America provides employees with a comprehensive benefits package designed to provide the security they need to enjoy life at home and at work.  By providing a high level of benefit coverage at a reasonable cost to the employee, we hope to foster a long and productive employment relationship.

 

Position Summary

The Manager for IT Service Operations will provide a wide range of operational, financial and procurement support to professional staff in a complex and constantly changing IT environment. Duties include, but are not limited to, those typically provided by senior operations managers in addition to the services, support and knowledge required to operate effectively in a diverse IT environment. The role will also be responsible for the development and maturation of leaders as well as associates within the Technology and Business Solutions (TBS) organization.

 

Essential Functions and Key Responsibilities

  • Accountable for maintaining high service levels to the business for technology offerings, managing a mix of internal resources and external managed services.
  • Ensures the team is meeting SLAs and leads a culture of continuous improvement and learning.
  • Develop recommendations for investment in IT automation and orchestration.
  • Oversee the quality and timeliness of IT processes, including but not limited to incident management; problem management; change management, onboarding/offboarding; provisioning of access, software and hardware to users; and procurement and inventory management.
  • Accountable for execution of operational security tasks and monitoring.
  • Maintain departmental budget records (operating, capital and special project), coordinate with IT Project
  • Management leader on investment and capital planning; perform regular budget reconciliation between departmental records and enterprise financial system and resolve discrepancies.
  • Coordinate mid-year and year-end projections; review expenditures to ensure accurate and effective fiscal year-end planning and resource allocation.
  • Alert VP to areas of budget concern.
  • Accountable for technology procurement processes and service; ensures purchases for and from other departments are processed accurately and in a timely fashion; maintain inventories and reordering planning of technology equipment; track life cycles of IT software and hardware assets.
  • Participates in architectural planning and vendor performance reviews.
  • Research, analyze, and prepare ad hoc analyses/reports.
  • Monitor short- and long-term resource and financials forecasting, identifying areas of concern and recommend actions to alleviate potential adverse issues.
  • Provide recommendations to management for final decision making.
  • Accountable for the preparation and processing of all routine documents including, but not limited to, purchase orders, invoices, department transfers, expense reports/reimbursements, and accounting documents used in the administration of departmental budgets.
  • Assist IT staff with staff recruitment, hiring and onboarding activities.
  • Prepare and/or review supporting documents for VP’s review and signature.
  • Coordinate logistics for the various programs and events sponsored or supported by IT.
  • Lead and develop a team of IT professionals by motivating and rewarding individuals so that they meet their highest potential.
  • Coach and mentor team members to higher performance and career aspirations.
  • Provide direct feedback to ensure goals and objectives are met efficiently and effectively.
  • Accountable for the technical monitoring, specification and upkeep of the facility security system management, including video and alarm systems.
  • Accountable for phone system software and hardware management.
  • Manages US specific IT vendor relationships.
  • Training (and development of training materials) for internal/remote employees on system application detail.
  • Performs other duties as assigned.

 

Qualifications and Skill Requirements

  • B.A. in Computer Science, Information Systems, Business Administration or a related field or equivalent combination of education and experience.
  • Minimum 5 to 10 years of IT and business/industry work experience
  • Minimum 3 years of leadership experience in managing a large, cross-functional IT services team, and influencing senior level management and key stakeholders.
  • Self-starter and collaborator with ability to effectively engage business stakeholders directly across all levels of the organization.
  • Demonstrated ability to communicate complex and technical issues to diverse audiences, both verbally and in writing, in an easy to understand and actionable manner.
  • Proficient within system platforms of Excel, PowerPoint, Microsoft Office, etc.
  • Be vigilant about safety
  • Quality - conscious, oriented to excellence

 

Equal Opportunity Employer / Minorities / Women / Veterans / Disabled


Nearest Major Market: Macon