IT Service Manager (110872)

Are you ready to explore the corporate side of retail? The TJX Companies, Inc. is the leading off-price apparel and home fashions retailer in the U.S. and worldwide. Our brands include T.J. Maxx, Marshalls, HomeGoods and Sierra Trading Post, as well as tjmaxx.com and sierratradingpost.com in the United States; Winners, HomeSense and Marshalls in Canada; T.K. Maxx in the United Kingdom, Ireland, Germany, Poland, Austria and the Netherlands, as well as HomeSense and tkmaxx.com in the U.K.; and Trade Secret in Australia. With nearly $31 billion in revenues in 2015, more than 3,600 stores, and approximately 216,000 Associates, success is always in style at TJX. We at TJX understand that both our customers and the talent pool from which our Associates come are increasingly diverse. Our core values of respect, integrity and fairness are inherent in the relationships we build with each other, our vendors and our customers. We are committed to leveraging the differences among our Associates and customers to create both a diversified mix of talent within TJX and a diversified mix of merchandise within our stores. We consider the unique views and opinions of our Associates to be key to our growth and success in the future.

Our Vision for this Role

The Global Infrastructure Network Service Manager role is central in the delivery of quality IT services to our business partners and developing/delivering a holistic service wrapper on TJX’s core infrastructure services that support our core business processes. This position will form an integral part of the Global Infrastructure team, responsible for driving IT service excellence, stability and support in the technology environment for TJX.

The Infrastructure Service Manager will define and document Network Infrastructure Services provided and supported by TJX Network Operations teams. This role will be primarily be focused on developing metrics, Network Health reports, service improvement opportunities, identifying risks, and for TJX’s Corporate, Store, and Voice network infrastructure.

The Skills that will Make You Successful

• Experience defining and documenting Network Services provided and supported by TJX IT Global Infrastructure
• Experience Building and Maintaining a network Service Catalog
• Experience managing end-to-end service lifecycle of one or more IT Services and align reporting, metrics and governance to owned services
• Experience implementing and applying business intelligence methods across various data sources is desired
• Understating of large enterprise core network services, including WAN, LAN, Wireless, VPN, Routers, FW’s, switches, and enterprise voice systems as an underpinning service to enterprise IT services and applications
• Strong understanding of developing service reporting hierarchies that incorporate service performance and risks, and how to translate component metrics into Executive level reports and dashboards using service management disciplines for including, but not limited to:
  • Inventory Management
  • Availability Management
  • Demand Management
  • Incident and Problem Management
  • SLA Management
  • Risk Management
  • Vendor Management
  • Contract Management
  • Financial Management
  • Service Delivery Intervals and Quality
• Extensive experience with Excel, PowerPoint, Access and various Network Performance monitoring tools (ex. eHealth, Spectrum, Netscout)
• Understanding of service consumption (utilization) and capacity reporting
• Understanding of service budgeting, demand management and capacity planning
• Experience with communications, support and maintenance planning and scheduling
• Experience working with business partners and IT leaders to establish SLA’s and OLA’s for network services and for organizing his/her employees, financial resources, and third party providers to meet or exceed the Service Level Agreements
• Strong organizational, presentation, and business partnering skills
• Ability to remain focused on task delivery in a fast moving environment
• Experience managing multiple priorities simultaneously
• 5+ years’ experience in a similar role
• Bachelor’s degree in a related field or equivalent experience desired
• ITIL Certifications are desired

The Value You’ll Deliver

• Accountability for reporting to the Service Owner key performance and service management metrics, including developing remediation plans with Service Owners
• Provide network health, availability, adherence to SLA’s, time, problem resolution, performance at an executive level every month
• Establishment of Monthly Service Review Meetings with Service owners and key stakeholders
• Advocate for the service and continual service improvements by assessing opportunities and presenting ideas to stakeholders and IT management
• Responsible for assessing “voice of the customer” and customer satisfaction feedback and input
  
  

Your Brand within the TJX Community

As a subject matter expert you will be recognized for your deep understanding of the IT Industries best practices in service management. You will become known for your desire and ability to demonstrate the Value that TJX Network Services, Global Infrastructure, and TJX’s IT organization delivers to its core business every day!

What's In It For You?

At the TJX Companies, Inc., conveniently located directly off both the Mass Pike and Route 9, you'll not only enjoy the security of working for a stable and profitable industry leader, but you'll also enjoy the benefits that go along with it, such as: Medical/Dental/Life insurance, Associate Discounts and a Savings/Profit Sharing 401(k) Plan.

Click Here for a full list of the benefits of working for The TJX Companies, Inc.
TJX is an equal opportunity employer committed to workplace diversity.

Posting Notes: Marlborough || Massachusetts