Job Description THE OPPORTUNITY The IT Service Delivery Manager 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.
The application portfolio includes B2C / B2B eCommerce, Data Lake, and Data Analytics systems.
NOTE: OPEN TO REMOTE WORK WITHIN THE US PRIMARY DUTIES AND RESPONSIBILITIES include the following.
Other duties may be assigned.
Drive Operations Transformation by Partnering with internal and external stakeholders to design and implement solutions that drive a culture of Continuous Improvement focusing on improving the end user experience through application stability, performance, usability, and functionality Collaborating with Development and QA teams on new service and functionality introduction into production Ensuring the appropriate Monitoring, Automation, and AI / ML Solutions are in place to rapidly identify and recover from any service impacting events, and continuously improve MTTR.
Monitors and ensures the compliance of the Supplier against Service Level Agreements (SLA) across all 3rd Party Managed Service Providers.
This includes participation in regular performance reviews, monitoring service level and service management issues, and developing new/ amended SLAs and metrics as needed.
Participate and lead (as required) in an on-call rotation for Major Incident Owner for any Severity 1 events.
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 5-7 years relevant experience including leadership experience; or equivalent combination of education and experience.
2-3 years of direct leadership experience supporting SaaS and Cloud environments Direct experience with developing and operating 3rd party managed service provider labor strategies preferred Experience in application monitoring implementation and enterprise monitoring processes Experience with the design and implementation of AI / ML and RPA / automation tools Experience working in a global services 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 Experience with IT SOX / Audit Familiarity with application architectures and networking Nice to have Experience with application rationalization and modernization efforts Experience with implementing Enterprise Monitoring Platforms