Corporate Support & Operations Manager in Raleigh, NC at Advance Auto Parts

Date Posted: 6/18/2019

Career Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Raleigh, NC
  • Career Type:
  • Experience:
    Not Specified
  • Date Posted:
    6/18/2019

Career Description



Job Description

The Infrastructure Engineering, Operations and Support (iEOS) organization is a component of Advance Auto Part’s Information Technology function. This team is responsible for all phases of Infrastructure delivery from architecture to daily operations.  iEOS operates at significant scale supporting over 70,000 connected end points and nearly 75,000 team members across North America.  We deliver infrastructure and support services that have a clear impact on Advance Auto Part’s Mission of having a “Passion for Customers. Passion for Yes”.

THE OPPORTUNITY

The Corporate Support & Operations Manager is a member of the iEOS Team with overall accountability for delivering excellent personal computing support services for laptop / desktop, mobile devices, telephony and productivity applications to ~4,000 corporate office and field team members. This individual will be responsible for overseeing functions with a focus on developing enterprise level strategy for; Bring-Your-Own-Device (BYOD), end user computing and data in the cloud, collaboration tools and technology, the emergence of a mobile and evolving workforce and changing application user interface needs and expectations for the end-user experience. In addition to developing a deep service delivery capability in this area, the incumbent in this position will be a contributor in developing Advance Auto Parts’ overall support capabilities.

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 service delivery.

This role also assists in the creation of strategies for delivering highly effective IT Support Services across the enterprise.  This position is responsible for building and maintaining strong relationships with the appropriate Business Operations and IT Leadership Teams and their direct reports. This position is the escalation point for issues which cannot be resolved by the members operating within the Corporate Support team.

This position has direct management responsibility for a number of individual contributors and leaders. In addition, this position will have responsibility for maintaining an effective labor sourcing strategy including, where appropriate, off-shoring. 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.

  • Attract and retain top talent; drive to make Advance Auto Parts an employer of choice. Maintain a deliberate labor strategy that ensures we have the right skill available, at the right time and at the right cost structure.
  • Manage the staff of the Corporate Support team, including employee motivation, hiring and terminating, writing reviews, preparing performance evaluations and individual development plans.
  • Design and define enterprise strategy around Corporate Support for; Bring-Your-Own-Device (BYOD), end user computing and data in the cloud, collaboration tools and technology, and the emergence of a mobile and evolving workforce and changing application user interface needs and expectations for the end-user experience.
  • Deliver exceptional IT Support Services to the End Users for the following ITIL management practice areas; Incident, Problem, Change, Service and Knowledge.
  • Oversee all Corporate Support team activities and respond to escalated service desk incidents and requests.
  • Define, deliver and promote self-service tools and the knowledge base as mechanisms to improve end-user satisfaction and reduce costs.
  • Define and continuously improve SOPs, SLAs and KPI metrics for the End User Experience team.
  • Lead/participate in vendor management initiatives with a primary focus on continuous improvement of vendor service delivery.
  • Perform trend-analysis and develop action plans for improving service timeliness and reduce costs.
  • Set and deliver aggressive plans for improved customer advocacy and increased first call resolution.
  • Coordinate supporting teams, manage relationships with key stakeholders and instigate change initiatives that drive the teams and business forward.

REQUIRED COMPETENCIES

  • Live our Values – Inspires and creates a shared purpose and vision for the organization. Ensures goals and objectives align with company’s mission and vision.
  • Hire and Develop the Best – Champions a talented and diverse workforce. Uses the talent pipeline and employee development process to raise the performance level of the organization.
  • Lead with Courage – Creates a culture of seeking and acting on feedback. Encourages others to challenge the status quo. Directly addresses and resolves conflict.
  • Passion for Customers – Exemplifies and champions serving customers’ best interests with own team and across the business. Builds trust and collaboration to deliver on customer needs.
  • Dive Deep – Ensures data and analytics are used to drive decision making, increase productivity and create competitive advantage. Anticipates challenges and enables others to respond innovatively.
  • Deliver Winning Results – Demonstrates accountability. Holds teams across functions/regions responsible for delivering on their goals.

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 Computer Science or equivalent combination of relevant education and experience
  • Minimum of 5 years direct IT leadership experience
  • Strong understanding and demonstrated application of key ITIL management practices
  • Direct experience with developing flexible labor strategies, including out-sourcing / off-shoring
  • Demonstrated change management leadership

SUPERVISORY RESPONSIBILITIES

This position will supervise the Corporate Support team (approximately 20 individuals across multiple sites) within the iEOS organization for Advance Auto Parts.

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 ENVIRONMENT

The 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.