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Advance Stores Company, Inc

Senior Manager - IT Store Infrastructure Support Services

Advance Stores Company, Inc - Roanoke, VA

Senior Manager - IT Store Infrastructure Support Services

in

Roanoke

Virginia

Senior Manager - IT Store Infrastructure Support Services

Job ID:301193

Functional Area:Information Technology

Location:VA - Roanoke

Position Type:Full-Time

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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.

INTRODUCTION

The Store Infrastructure Support Services organization is a component of Advance Auto Parts’ Information Technology function. This team is responsible for providing 2ndlevel infrastructure support services to the 70,000 Team Members in over 5,000 stores. The minute by minute availability and performance of the infrastructure in our stores has a direct impact on our customer experience. Given the significant scale of the role the successful candidate will be data driven and have an exceptional process excellence / continuous improvement orientation.

We deliver technology services that have a clear impact on Advance Auto Part’s Mission of having a “Passion for Customers. Passion for Yes”.

THE OPPORTUNITY

The Senior Manager – Store Infrastructure Support Services is a member of the Stores 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 2ndlevel 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 championing and driving process and technology change with the goal of continuously improving Advance Auto Parts’ ability to win with our Customers. As a result, the incumbent in this position will continuously challenge the status quo with a drive to dramatically accelerate the pace in which we identify and recover from infrastructure issues that impact our Team Member’s ability to service our customers.

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 (Director ) Business and IT leaders. This position is the escalation point for issues which cannot be resolved by the supervisors or leads.

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.

PRIMARY DUTIES AND RESPONSIBILITIESinclude 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 including leveraging a third party global delivery model

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 1stLevel Support teams to drive continuous improvement in the quality of service transition knowledge from and to the 2ndlevel team

Ensure a disciplined, data driven approach to monitoring team effectiveness via information dashboards for support performance against SLA, resolution time and customer satisfaction

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

Strategic Thinking – Thinks strategically

Innovation – Leverages innovation for results

Developing Others – Develops team capabilities

Planning – Establish group plans

Influencing – Influences others

Collaborating – Promotes collaboration

Communication – Writes and speaks with impact

Managing Differences – Effectively manages conflict

Leveraging Diversity – Values and leverages diversity

QUALIFICATIONS

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

Expert Level ITIL Certification in Service Operation

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

Experience with ITSM tools including Remedy and ServiceNow

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

SUPERVISORY RESPONSIBILITIES

This position will supervise the Store Infrastructure Support Services team within the iEOS organization for Advance.

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.

Qualifications:

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Senior Manager - IT Store Infrastructure Support Services Advance Stores Company, Inc - Roanoke, VA, United States

   

Location: Roanoke, VA

Company Profile:
Headquartered in Roanoke, Va., Advance Auto Parts, Inc., the largest automotive aftermarket parts provider in North America, serves both the do-it-yourself and professional installer markets. Following the closing of the General Parts International, Inc. acquisition, Advance operates 5,297 company-operated stores, 105 Worldpac branches, and services approximately 1,400 independently owned Carquest branded stores in 49 states, Puerto Rico, the Virgin Islands and Canada. Advance employs over 71,000 Team Members.