Senior Manager - IT Store Infrastructure Support Services in Roanoke, VA at Advance Auto Parts

Date Posted: 4/16/2018

Job Snapshot

Job Description

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class.:

Advance Auto Parts, Inc., a leading automotive aftermarket parts provider in North America, serves both the professional installer and do-it-yourself customers. Advance operates approximately 5,100 stores, 126 Worldpac branches and serves approximately 1,300 independently owned CARQUEST branded stores in the United States, Puerto Rico, the U.S. Virgin Islands and Canada.

We’re looking for a Senior Manager - IT Store Infrastructure Support Services to join our Store Infrastructure Engineering and Support Leadership Team with the mandate of defining and delivering infrastructure support services that enable Advance Auto Parts to serve our Customers better than anyone else, including a material reduction in the time to identify and resolve technology issues.  The scope of this role ranges from the development and implementation of the strategic Stores Infrastructure Support Services service improvement plan, the day-to-day 2nd level infrastructure support of our stores, to timely IT Incident impact communications and statuses.  The breadth of the role is significant with direct support responsibility for over 60,000 connected infrastructure devices, including 35,000 point of sale terminals, and support being offered 7 days a week, 17 hours per day.

This position is responsible for building and maintaining strong relationships with the appropriate Business and IT Management Teams and their direct reports.  This role has daily interaction with Senior Business Leaders and IT leaders (Directors and above). This position is the escalation point for issues which cannot be resolved by the supervisors or leads.  This position will supervise the Store Infrastructure Support Services team within the iEOS organization for Advance.

This position will have responsibility for two to three supervisors and three to five technology support leads. This position is responsible for developing and maintaining strong relationships with Advance Auto Parts’ external partners and ensuring that it receives the maximum value for any contracted services.

Responsibilities include, but aren't limited to:

  • Lead the team to aggressively identify, and recover, from issues within the stores infrastructure footprint
  • Drive Store Infrastructure Support Services effectiveness through the development and implementation of the appropriate processes and tools
  • Ensures that automation is leveraged to scale processes horizontally
  • Ensure the consistent application of support processes across our Team Members and Hired Services through training, awareness, and governance
  • Coordinate and drive transformation initiatives focused on simplification
  • Lead continuous improvement programs based on customer satisfaction results and a baselined cost-to-serve model
  • Partner with the leadership of the Engineering and 1st Level Support teams to drive continuous improvement in the quality of service transition knowledge from and to the 2nd level team
  • Ensure a disciplined, data driven approach to monitoring team effectiveness via information dashboards for support performance against SLA, resolution time and customer satisfaction
  • Exceptional partnering and communication skills
  • Established track record of coaching team members to develop beyond their current strengths and be ready to transition to the next level

Job Requirements

Required Technical and Professional Experience:

  • Minimum of 8 years IT leadership experience of a large scale infrastructure support team
  • Minimum of 5 years direct IT leadership experience with a third party global delivery model
  • Experience with ITSM tools including Remedy and ServiceNow
  • Expert Level ITIL Certification in Service Operation

 Preferred Technical and Professional Experience:

  • Highly desired to have at Intermediate (or higher) Level ITIL Certification in Service Transition and Continual Service Improvement

 Required Education:

  • Bachelor’s degree in Computer Science or equivalent combination of relevant education, training and experience

 Preferred Education:

  • Master’s Degree

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class.