Service Delivery Manager, eCommerce and Data Analytics

Company: Advance Auto Parts
Location: Raleigh
Posted on: April 10, 2021

Job Description:

Job DescriptionTHE OPPORTUNITYThe Service Delivery Manager, eCommerce and Data Analytics is a member of the IT Operations Management Team with overall accountability for delivering Level 2 Application Maintenance and Support services for the application portfolios that support our eCommerce and Data Management platforms. The application portfolio includes B2C / B2B eCommerce, Data Lake, EDW, and Data Analytics systems. This position 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.This position has indirect management responsibility in a global delivery model. In addition, this position will have responsibility for developing and maintaining an effective labor strategy in partnership with the Service Provider(s). This position is responsible for developing and maintaining strong senior level relationships with Advance Auto Parts' external partners and ensures that it receives the maximum value for any contracted services.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* 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.* Responsible for ensuring the highest level of service quality, closely liaising with Service Managers, Service Integration Manager, 'ITIL Service Management' process owners and managers, Corporate IT, Architects and other stakeholders to ensure compliance with AAP strategy, policies and standards for the entire lifecycle of the services delivered.* Partner with the Service provider to develop and maintain a deliberate labor strategy which ensures we have the right skills available, at the right time and at the right cost structure.* Continuously improve MTTR from application issues to minimize impact to our Customers and Team Members. Ensure the appropriate IT Problem Management activities / records are in place and delivered to prevent recurrence. * Define and continuously improve reports, SOPs, SLAs and KPI metrics for the area of responsibility.* Oversee all functional activities and respond to escalated incidents, requests, and other needs. Be a single point of contact when needed, taking broad personal accountability for outcomes.* Actively engage in vendor management initiatives with a primary focus on continuous improvement of vendor service delivery.* Responsible for providing on-going maintenance and support for applications in assigned portfolio to ensure stable, secure and performance of ongoing business operations* Increase operational efficiencies to pro-actively reduce and mitigate production incidents* Manage support for cloud hosted and SaaS based applications* Ensure data driven trend-analysis is part of our DNA and develop action plans for improving system stability and reducing costs.* Coordinate across other operations and engineering teams, manage relationships with key stakeholders and initiate change initiatives that drive the teams and business forward.* Participate and lead (as required) in an on-call rotation for Major Incident Owner for any Severity 1 events.REQUIRED COMPETENCIES* Live our Values - Inspires, motivates and ensures team is focused on serving our customers* Lead with Courage - Makes bold and timely decisions* Deliver Winning Results - Takes broad accountability for achieving team goals and objectives* Analysis - Analyzes Information* Managing Execution - Delegates and Monitors* Innovation - Engages in Innovation* Focus on Service - Deliver Service Requirements* Collaborating - Collaborates with Others* Communication - Writes and Speak Effectively* Leveraging Diversity - Understand and Respect Differences* Results Orientation - Drives for Results* Establishing Trust - Show Integrity* Adaptability - Show Resilience* Production Operations and Support - Defines and Executes Support ProceduresQUALIFICATIONSTo 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 8 - 12 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 PlatformsSUPERVISORY RESPONSIBILITIESThis position will be responsible for directly managing and influencing Service Provider outcomes and ensuring the highest level of service quality, closely liaising with both internal and external partners. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.

Keywords: Advance Auto Parts, Raleigh , Service Delivery Manager, eCommerce and Data Analytics, Executive , Raleigh, North Carolina