Hill-Rom Digital Operations Excellence Manager in Indianapolis, Indiana
The Digital Operations Excellence Manager is responsible for the management and service improvements of information technology applications specifically in the digital and customer engagement domain. As the title suggests, the Operations Excellence Manager is the key point of contact for application management and support, continuous improvements and user community’s adoption and satisfaction.
The IT Operations Manager’s role is to plan, organize, and manage staff and overall operations to ensure the stable operation of the organization’s IT digital application portfolio. This includes developing, maintaining, supporting, and optimizing key functional areas, particularly Agile/SCRUM release management, development velocity, deployment quality, system administration and stability. Post launch services are consistently delivered and adhere to company compliance standards and expectations, meeting company customer satisfaction objectives as well as internal and external SLAs.
This position reports to the Head of Digital COE and can be in Chicago IL or Skaneateles, NY.
Manage the day-to-day IT operations of digital applications portfolio from the setup/installation, delivery and deployment of technical resources within area of responsibility. Portfolio includes Salesforce.com, Adobe Experience Manager, Hybris Commerce, Aprimo Digital Asset Management, SAVO etc.
Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution. Oversee documentation of issue, action plan and outcome and distribution within area of responsibility.
Work collaboratively with cross-functional team including Solution Architects, Business/Product Owners in defining the improvement roadmap for the application portfolio.
Meet/Exceed goals for area of responsibility including analyzing and managing performance, utilizing escalation and exception paths, implementing processes and systems to report on current performance and make recommendations for improvement of performance.
Deploy and manage consistent, structured and disciplined systems IT policies, procedures and practices to ensure stable and quality product & service delivery consistent with company objectives and customer expectations.
Manage vendor relationships and oversee their resources and their performance and proactively identify and remove barriers to meeting customer expectations. Work with technicians to ensure root cause is identified, action plans are developed and ensure follow-up on customer issue resolution. Escalate issues as appropriate.
Ensure staffing is maintained consistent with customer delivery requirements by proactively monitoring labor data and taking appropriate corrective action as needed.
Build bench strength and lead succession planning for area of responsibility by identifying, developing and promoting high potential talent.
Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day operations and the customer experience within area of responsibility.
Effectively support the planning and tracking of multiple projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary, creation of ongoing status and evaluation reports, and reporting on employee performance within area of responsibility.
Promote a respectful work environment and hires, develops and retains employees to maintain a qualified, motivated and productive workforce. Use standard HR tools e.g. the appraisal process to provide regular feedback and agree upon tasks and goals with respective employees.
Provide timely response to requests for information, reports and other operations data from functional departments.
Achieve performance targets established by leadership for applicable Key Performance Indicators.
Perform other duties as assigned by management.
Bachelor’s Degree preferred in Information Technology or related field; or equivalent, relevant experience.
5 years of increasing management responsibilities of product and service delivery within the IT industry. Previous experience managing large application portfolio in a global environment
Agile and SCRUM Master and fluent in implementing best practices and processes
Demonstrated strengths in ability to clarify goals & objectives, build team commitment, analyze and ensure progress toward objectives, identify areas for improvements in processes and knowledge and skills of employees.
Strong interpersonal, organizational and communication skills with the ability to create a partnership atmosphere with internal and external resources while achieving objectives.
Strong experience handling vendor relationships and making sound judgment decisions in this area.
Demonstrated success in compiling, analyzing, and presenting financial and performance data.
Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, workforce management and cloud based technology systems.
Successful history of managing change and continuous improvement.
7 years experience in application support and operation. Experience working in a global, multi-site environment preferred.
4 years experience managing an enterprise IT team with insource and outsource resources.
4 years experience leading Agile practice and driving efficiencies in application support
4 years minimum demonstrated experience with salesforce.com
4 years minimum demonstrated experience in digital commerce platform, content management systems and marketing automation platform such as Adobe, Hybris, Aprimo and SAVO
4 years minimum demonstrated experience in customer engagement and call center technologies and other sales and customer service focus technologies.
3 years experience and demonstrated success in the majority of areas of the Microsoft enterprise solutions.
Demonstrated experience developing and managing to a large global support vendor deploying resources across time zones.
Demonstrated experience building business cases in a customer-focused environment.
Ability to communicate effectively through verbal and written correspondence to employees, managers, directors, clients, customers, and the general public, including writing reports, business correspondence and procedural manuals.
Clear understanding of IT processes and the ability to lead a team and implement best practices for maintaining networking, data center and data protection processes and procedures.
Ability to adapt to new methodologies and technologies supporting new methodologies.
Ability to learn, and adapt to changing technical, regulatory and organizational environments.
Ability to solve practical problems and dealing with situations where only limited information exists.
Ability to identify and solve administrative problems under pressure conditions.
Proficient in current desktop technology.
Job: Information Technology
Primary Location: United States-Illinois-Chicago, IL
Other Locations: United States-Indiana-Batesville, United States-Indiana-Indianapolis, United States-South Carolina-Charleston, United States-New York-Skaneateles Falls, United States-Ohio-Cincinnati, United States-North Carolina-Cary
Posting Entity Hillrom
Req ID: 19124395