Job Information
TJX Mgr Of Technology in Marlborough, Massachusetts
Discovery is at the heart of everything we do. Wherever you find us around the world, if you can think of a product, you can probably find it in our stores, which include TJ Maxx, Marshalls, HomeGoods, Sierra, Winners, Homesense, and TK Maxx. With variety comes plenty of happy surprises—our environment is ever-changing, and that’s just how we like it. Every day is an opportunity to discover something new about our business, our partnerships and even something exciting about yourself. Ready to Discover Different?
Posting Notes: Marlborough || MA
Manager of Technology
What you’ll discover
Inclusive culture and career growth opportunities
Global IT Organization which collaborates across U.S., Canada, Europe, and Australia, click here (https://jobs.tjx.com/content/IT/?locale=en_US) to learn more
Challenging, collaborative, and team-based environment
What you’ll do
The Infrastructure and Operations (I&O) organization embodies the hub of lifecycle engineering at TJX, delivering, maintaining, and optimizing our technology portfolio at cloud scale. We are a service-oriented team aimed at providing extraordinary experiences to thousands of TJX associates, business partners, and application delivery teams across the portfolio. This function will be responsible for the operational aspects of service delivery across all End User Compute (EUC) aspects including supporting desktop support processes and functional delivery, application support for core EUC services such as M365, Video, SCCM etc. As Manager of Technology End User Services Operations your core responsibilities will include:
Defining a roadmap from Run Model for operations related to End User Compute (EUC) services. (Voice, Collaboration, Desktop & Audio Visual)
Day to day vendor management and governance for the outsourced L2 support model for EUC services
Maintaining and managing SLA/KPI for all supported systems
Review and approval of any required SLA/KPI exceptions
Ownership/approval for SOW content and any proposed changes, including Resource Unit/Asset count reviews
Oversight and approval for all third-party people across onboarding/offboarding, access requests etc, including responsibility for the access review certification process
Maintaining and producing Standard Operating Procedures to support the function
Identifying process issues as they arise, recommend, and implement actions to resolve
Prepare reviews, metrics, and reports for consumption for different stakeholders
Managing the Continual service improvement efforts, including activities such as reviewing trends/tickets, stakeholder feedback, industry trends, automation, shift left, self-service etc
Queue Management – Manage incident/service request queues appropriately in line with the defined support/ITSM processes and within SLA
Problem management for the supported areas, both reactive and proactive, engaging Engineering as required for identified fixes
Collaboration with Engineering on product roadmap strategy from an operational support perspective
Management/Coordination of any regular activities that are not driven by user ticket, e.g., monthly patching, refresh etc
Managing the intake from service transition and/or reverse demand activities that affect the support area/service
Define and deliver any management reporting requirements, e.g., Power BI, Dashboards, Exec summaries etc
Budget creation/management (if applicable), and reconciliation/approval/payment of any invoices
Service availability tracking and reporting (if applicable), including any proactive monitoring/alert management
Appropriately self-directed; works with minimal guidance
Excellent data analytical skills: Prepare and review the incident trend to identify top issues
What you’ll need
We seek creative, customer-focused individuals with technical expertise and a mindset for continuous improvement. We rethink how software and infrastructure are delivered at cloud scale and work closely with other teams to improve key services.
Minimum Qualifications
6-8 Years of experience in managing support function
Comfortable working with multiple teams, in-house and third-party vendors
Able to build strong interpersonal relationships with teammates, leadership, senior management, and internal and external stakeholders
Excellent verbal and written communication skills
Experience working with technical teams, for example Product Development team and Infrastructure team.
4-6 Experience in managing third-party vendors
Strong decision making and problem-solving skills
Preferred Qualifications
ITIL framework certification
Experience in ServiceNow
Understanding of powerbi reports and dashboards
Come Discover Different at TJX. From opportunity and teamwork to growth, we think you’ll find that it’s so much more than a job. When you’re a part of our global TJX family, you have the full support of a diverse, close-knit group of people dedicated to finding great deals and fantastic style. Best of all? They have a lot of fun doing it.
We care about our culture, but we also prioritize the tangible stuff (Competitive salaries: check. Solid benefits: check. Plenty of room for advancement: of course). It’s our way of empowering you to make your career here.
We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.
Posting Notes: 400 Value Way Marlborough MA 01701