Drive Operational Excellence by standardizing processes, improving consistency, and increasing efficiency across sites
Promote a high standard of Customer Experience by ensuring consistent, high-quality interactions across all support channels
Use service metrics, KPIs, and trend analysis to drive data-informed decisions and continuous improvement in service delivery
Identify recurring issues and drive problem management efforts to improve service reliability and reduce operational impact
Partner with peer managers to align on service expectations and drive consistency in technician performance and engagement
Serve as primary IT partner to site leadership, aligning support priorities with business needs and operational goals
Build and maintain strong relationships with business partners across sites to ensure alignment and support operational priorities
Coordinate communication across sites to ensure clarity and consistency during incidents, changes, and initiatives
Act as an escalation point for complex technical and operational issues, ensuring timely resolution and clear stakeholder communication
Ensure effective execution of service management processes, including incident, request, and change management, aligned to service expectations and performance standards
Support coordination of major incidents, changes, and initiatives in partnership with infrastructure, network, and engineering teams
Manage vendor relationships and hold partners accountable for service delivery outcomes and performance expectations
Contribute to site technology planning, including lifecycle activities, operational readiness, and continuous improvement initiatives
Adapt team and operational priorities to meet changing business needs while maintaining alignment with organizational goals
Who You Are
Progressive leadership experience in IT support or site operations, with a focus on developing teams and leading through others
Experience supporting complex, high-volume operational environments (e.g., distribution centers, contact centers, or similar)
Demonstrated ability to drive performance, consistency, and continuous improvement across teams or multiple locations
Strong business partnership skills, with the ability to align IT support to operational needs and priorities
Experience navigating and resolving complex issues in fast-paced environments, including escalation and coordination across teams
Effective communication, problem-solving, and decision-making skills
