Details

Description

Position Summary   

The Director Enteprise Operations reports to our VP Shared Services and is a strong, highly visible leader responsible for leading both insourced and outsourced teams engaged in comprehensive management of Enterprise Operations for the company.  This includes services supporting servers, storage, desktops, data networks, voice networks, security, disaster recovery, business continuity, and overall incident management.

The Director provides senior leadership and direction for all operational work efforts of Belk’s internal and outsourced operations groups to build a culture of excellence based on leading by example, driving continuous improvement, performing root cause analysis for problem elimination, doing all work right the first time, and a relentless focus on customer service, innovation and creating an extraordinary end user experience.

Essential Functions

• Communication – Communicate effectively and appropriately with both technical and non-technical audiences.  Ensure transparency and well planned communication.
• Budget – Own and manage Operations expense and capital budgets, including multi-year plans and tracking of actuals and projections throughout the budget cycle.
• Customer Service – Oversees customer service and all customer touchpoints.  Builds, maintains, measures, and constantly improves a culture of customer service excellence, where superb customer interaction and service is “baked in" to everything we do.
• Relationship Management – Build partnerships with IT Delivery, Shared Services Managers and third party service providers. Own and manage contractual agreements and outsourced relationship to assure full value from a delivery and cost perspective. Ensure effective relationships amongst vendor staff with business end users and other service providers.
• Security – Ensure security and compliance of all company compute assets and environments.  Ensure that risks are evaluated and minimized on an ongoing basis, and that security posture evolves as necessary to protect the enterprise.
• Disaster Recovery – Work with architecture group to ensure that compute environments are designed and built to provide the required replication / recovery capabilities by tier of application.  Document, test and refine replication, failover, and DR processes. 
• Business Continuity – Work with key business stakeholders to ensure Business Continuity planning and testing.  Ensure company readiness for partial or full disaster at any technology site.
• Process Improvement – Ensures constant improvement of operations processes.  Creates and maintains focus on measurement and constant improvement of all core support processes.
• Incident and Problem Management – Ensures excellence in problem and incident management, including root cause analysis.  Drives planning, execution, and measurement of long term solutions.
• Vendor Team Management – Manage performance of outsourced teams.  Ensure continuous improvement, responsiveness, accountability, and seamless effective service for customers.
• Asset Management – Ensure comprehensive management of company technology assets, ensuring maximum value from expenditures, licensing compliance, and refresh cycles. 
• Provisioning and Procurement – Ensure timely, accurate, and complete provisioning for company associates and stores.

Requirements

Position Requirements

Required Education, Experience and Skills

• Bachelor’s Degree in Information Systems, Business Administration, Computer Science or other relative Technical Degree (equivalent work experience will be considered in lieu of degree)
• At least 10 years experience working in an IT department
• At least 3 years experience in an Operations Senior Leadership Role
• Experience developing strategic and tactical plans to meet operational support strategies, goals and objectives
• Experience developing and managing operational budgets in excess of $10MM annually
• Experience managing outsourced teams, or contract teams to deliver end user support
• Experience analyzing, designing, implementing and measuring the effectiveness of process improvement activities
• Ability to act quickly in a crisis situation to make decisions and keep key constituents informed of the situation
• Proficient in the use of Microsoft Office Products: Word, PowerPoint, Excel and Project
• Excellent verbal and written communication and presentation skills
• Knowledge and experience working in an IT department within a Fortune 500 retail company
• ITIL Service Desk framework experience