Digital IT Service Delivery Manager

Framingham, Massachusetts
The TJX Companies, Inc.
Digital IT Service Delivery Manager
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Date: Nov 24, 2020

Location: Framingham, MA, US

Company: TJX Companies, Inc.

Discovery is at the core of everything we do – whether it’s a great value, incredible style, or building long-lasting partnerships with people around the world. That’s what makes TJX different. You can find it all across our brands: TJ Maxx, Marshalls, HomeGoods, Sierra, and Homesense. Every one of our brands has one thing in common: environments that are always changing. That’s just how we like it. Every day is an opportunity to discover something new about our business, our partnerships, and even about yourself. Come discover what different can mean for you.

Posting Notes: Framingham || MA

What you’ll discover

Inclusive culture and career growth opportunities
Global IT Organization which collaborates across U.S., Canada, Europe and Australia, click here to learn more
Challenging, collaborative, and team-based environment

What you’ll do

The Digital Solution Delivery organization at TJX focuses on the customer-driven experiences across the globe, including all of our eCommerce domains, mobile apps, loyalty programs, in-store digital experiences, and more. We are builders and innovators extending TJX’s world-class treasure hunt experience to new audiences and fans!

The IT Service Delivery Manager is part of TJX’s Digital IT Operations Organization, and in their role will be accountable for Digital IT Operations Service Delivery. You will be accountable for the end to end operational service that we provide for all US Digital. Your laser sharp focus on our customers, communication, and critical thinking are vital in ensuring there is alignment between our IT Services and our Business Stakeholders.

Responsibilities

Accountable for the end to end operational service that we provide. Holds teams within, and outside of TJX responsible for their services, and represents this service to Business Partners and IT Leadership.
Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
Responsible for incident, change, problem and escalation processes. Ensure that necessary artifacts, tools, processes and documentation are in place.
Reviews opportunities for process enhancements. Leads and drives all ideas for improvements within the ServiceNow, process, and KPIs
Produces and monitors Key Performance Indicators (KPIs) and designs appropriate reporting for IT and Business leadership
Manages the health and maturity of the CMDB
Provide technical input into business unit technology roadmaps.
Participates in the evaluation of new 3rd party services. Monitors vendor performance against agreed SLAs, conducts reviews of service.
Ability to alter direction easily to accommodate changing priorities
Participates in on-call rotation as Major Incident Management Lead

What you’ll need

We are looking for teammates who share our passion for building excellent customer experiences using agile methodologies and the latest in cloud technology. We need more smart, agile, and intellectually curious people who love delivering things that will delight our customers!

Minimum Qualifications

Bachelor’s Degree in technology or information systems or equivalent work experience;
5+ years of related IT experience with 2+ years of experience in an IT Service Management related role
Superb communication and presentation skills
ITIL 4 Foundation, ITIL 4 Managing Professional
IT Service Management Tools – ServiceNow.
Mid-level technical knowledge of multiple platform/systems/architecture (ex: web, client/server, cloud, database, etc.)

Preferred Qualifications

Experience in Retail / E-Commerce is preferred
Monitoring Tools – AppDynamics, Dynatrace, PRTG, Splunk, New Relic, etc.
Security – Experience with SIEM platforms like Splunk as well as manual log analysis techniques;
Basic understanding of Network Protocols:
DNS,HTTP,TCP/IP,POP3,SMTP,SSL/TLS,SSH,TCP/UDP,FTP/SFTP/FTP-SSL
Understanding of DB SQL Queries, Groovy Scripts, Setup and Management of ESP Jobs, Job Catalogs
Exposure to Content Delivery Networks like Akamai and related suite of products/platforms;
Agile/SAFe Methodologies, SDLC- Confluence, Jira

Join us and Discover Different at TJX, click here to learn more.

Discover Different at TJX means opportunity, teamwork, and career growth. That’s why working here is so much more than a job. When you’re a part of our TJX family, you have the full support of a diverse, close-knit group of people that work together to deliver the best value and style in the business. Our inventory is always changing and our approach is continually evolving, which means every day is another chance to Discover Different.

We care about our culture, but we also prioritize the tangible stuff – competitive pay, great benefits, and a great group of people.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Posting Notes: Framingham || MA

Nearest Major Market: Framingham
Nearest Secondary Market: Boston