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Manager of Technology Services - Network Operations

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Date: Jul 12, 2018

Location: Marlborough, MA, US

Company: TJX Companies, Inc.

 

Success is always in style at TJX! Continue to explore career opportunities at TJX, a Fortune 100 company and the leading off-price retailer of apparel and home fashions in the U.S. and worldwide. At TJX, we are proud that, for 40 years, we have been providing amazing value to our customers, but the merchandise we sell is just part of our story. We believe our Associates bring our business to life, and we aim to support you by making TJX a terrific place to work. We are committed to leveraging our differences, and believe that the diverse skills, experiences and background that you bring into the organization will help us continue to succeed. 

Our retail chains include TJ Maxx, Marshalls, HomeGoods, Sierra Trading Post and Homesense, as well as tjmaxx.com and sierratradingpost.com in the U.S.; Winners, HomeSense and Marshalls in Canada; TK Maxx in the U.K., Ireland, Germany, Poland, Austria and the Netherlands, as well as Homesense and tkmaxx.com in the U.K.; and TK Maxx in Australia. With over $33 billion in sales, more than 3,800 stores, and 235,000 Associates in 2016, TJX is an exciting place to grow your career!

 

Overview

The Network Operations manager owns all operations for the TJX enterprise data networks. This includes all local area networks, wide area networks, and associated services (WiFi, monitoring, SD network) across all TJX installations globally (stores, distribution centers, corporate offices, buying offices, data centers and designated third party affiliates). As Network Operations are provided through resources and services sourced though a third party provider, the Network Operations Manager shall ensure all services are delivered in accordance with TJX policies, standards, and service levels.

 

Major Duties/ Responsibilities 

  • Provides Network Operations Vendor Management for Operational Incident Management
  • Reviews vendor performance against defines standards and service levels, identifies gaps, and ensures actions are defined and executed to remediate any gaps
  • Services as escalation point for any issues related to network operations
  • Ensures invoices for network operations are commensurate with actual demand for service
  • Defines and implements improvement opportunities to standardize and improve Network operations
  • Oversees capacity reporting and management for the network
  • Plans and coordinates Network Change management, scheduling, and execution
  • Oversees the performance of third party provider service responsibilities and collaborate with them to drive operational stability
  • Maintains a resource plan for all required skills to assure availability of appropriately skilled staff.  Addresses gaps and contention issues as needed.
  • Conducts performance appraisals of staff and provides career guidance though regular coaching.
  • Provides management oversight for activities within a highly complex, impactful, and global environment.
  • Provides service-related input, review and management of work requests through engagement with customer representatives, service providers, service support representatives, and/or subject matter experts for highly complex service areas.
  • Provide technical support and advice for new solution delivery projects.
  • Provide technical input into business unit technology roadmaps.
  • Design and implement solutions to enterprise-wide computing.
  • Work with vendors to build new capacity and optimize capacity.
  • Defines and manages to department priorities, policies, and procedures to ensure continuous process improvement. 
  • Ensures that work is completed in a timely and cost effective manner, and conforms to the requirements and standards of practice within TJX IT.
  • May work as an Incident Owner in response to Service disruptions.  If called upon, is expected to assume full ownership of incidents and drive to closure.  Ensures all necessary parties are engaged in a timely manner.  Can be counted upon to escalate when necessary and communicate when appropriate.
  • Acts as the initial point of contact for escalations from service consumers and other IT partners.
  • Defines and ensures compliance of standard operating procedures for area of responsibility
  • Responsible for implementing, adhering to, and advocating for ITIL best practices in regards to Service Lifecycle, Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
  • Leads the evaluation of new 3rd party services. Monitors vendor performance against agreed SLAs, conducts reviews of service.
  • Acts as a Subject Matter Expert (SME) for the Solution Delivery Process (SDP).  Reviews artifacts from SDP for Operational Readiness.
  • Assists in the preparation of estimates, design and operational support requirements, and technical solutions for projects of a more complex nature.
  • Manages medium to high complexity work requests to ensure they are correctly prioritized and actioned.
  • Special projects and duties as required
  • Plans, manages, and executes special projects as needed.

 

Requirements 

  • Bachelor’s Degree in Computer Science and/or Information Systems or equivalent experience
  • Experience in managing services sourced through a third party provider
  • At least 10 years of experience in managing large support engagements and monitoring the service performance provided by a third party provider
  • Hand-on experience in network operations within a large enterprise
  • Strong vendor management experience in engaging with them to drive problem and incident resolutions in a timely manner.
  • Exemplary communication skills, managing conflict, escalations, negotiating compromise and influencing others.
  • Demonstrated experience communicating effectively across organizational structures and multiple management levels.
  • Ability to successfully facilitate collaboration across multiple functions, departments and levels and serve as a role model for teamwork.
  • Strong skills in MS Access, MS Excel, pivot tables, VBA, and/or programming logic (such as “if” statements, vlookups, etc.)
  • Strong written and oral communication skills including experience with messaging or presentation skills for executive audiences using PowerPoint
  • Proven track record of navigating across organizational boundaries to successfully influence others and build trust-based relationships; maintains poise and professionalism during challenging conversations
  • Proven track record in managing enterprise wide financial and capital management  process; successfully managing capital and expense budgets
  • Ability to lead, motivate and direct multiple, geographically distributed work groups comprised of disparate skills.
  • Strong performance management skills to include coaching, goal setting, holding team members and self-accountable for commitments.
  • Ability to work effectively in a fast paced, demanding, and fluid environment; remains calm under pressure, demonstrates excellent conflict management skills
  • Highly developed verbal and written communication skills.  Ability to work up and down the organization; able to influence others to achieve results.

 



What's In It For You?

TJX has campuses conveniently located off the Mass Pike and Route 495. With us, you'll not only enjoy working for an industry leader, but we also strive to provide a competitive salary and benefits package.

TJX considers 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, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.


Nearest Major Market: Boston

Job Segment: Network, Information Technology, IT Manager, Operations Manager, Technology, Operations