IT Service Delivery (Service Desk) is a member of the IT Operations Team with overall accountability for delivering excellent Service Desk operations to support our 72,000+ corporate office, distribution center and field team members. This individual will be responsible for overseeing functions with a focus on developing enterprise level strategy for Service Desk Transformation to a modern/digital Service Desk.
This position is responsible for assisting with 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 and modernize IT Service Desk 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 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
Leading the creation of a best-in-class and digital IT Service Desk to support our stores and Team Members with primary focus of improving First Call Resolution rate. Work closely with the Retail Operations Center (ROC) which consists of synergized operations between Command Center, Service Desk, End User Computing and Field Support teams and application support team for providing focused and seamless services to the stores.
Ensuring the appropriate Monitoring, Automation, and AI / ML Solutions for IT Service Desk are in place to rapidly identify and recover from any service impacting events.
Partnering with internal and external stakeholders to design and implement solutions that drive a culture of Continuous Improvement focusing on improving the overall Team Member experience through application stability, performance, usability, and functionality.
Working with the communications staff to help implement change management strategies and plans that maximize employee engagement in the digital transformation and adoption and usage of tools, systems and hardware to enable them to do their work without being inhibited by technology.
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.
Continuously improve MTTR from system and 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.
Increase operational efficiencies to pro-actively reduce and mitigate production incidents.
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.
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 Procedures
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 Information Technology or Computer Science, or a related field; and 7-10 years relevant experience including Lead experience; or equivalent combination of education and experience.
7-10 years of Lead experience running a Service Desk and in a similar organization.
Experience in device monitoring implementation and enterprise monitoring processes.
Experience working in a global services delivery model and 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 required.
Experience with ServiceNow preferred.
SUPERVISORY RESPONSIBILITIES
This 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 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.
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