Responsible for implementing, adhering to, and advocating for ITIL best practices in regards to Global WMS (WMS, WPL. GTA and other techstack components. etc.,)service Lifecycle, Service Strategy, Service Design, Service Transition, Service Operations, and continual service improvement globally. Acts as the initial point of contact for escalations from service consumers, and other IT partners globally. Manages components and progress of large complex projects, and oversees system on going capacity planning, forecasting, and tuning. Acts as a subject matter expert for the solution delivery process. Makes decision within area of expertise regarding technical approach and response to work requests.
Defines technical policies and procedures globally.
Manage and maintain the project plan and tasks for infrastructure and operations
Provide project updates weekly/monthly
Manage and maintain I&O budget and CRs for the Global WMS project
Expert understanding of Cost Center Management (Expense and Capital)
Provides end-to-end management oversight for all activities within a broad area of responsibility
Oversees service-related input, resource management, review and disposition of work requests through engagement with customer representatives, service providers, service support representatives, and/or subject matter experts.
Provide technical support and advice for new solution delivery projects.
Provide technical input into business unit technology roadmaps.
Design and implement solutions to enterprise-wide computing.
Work with vendors to build new capacity and optimize capacity.
Ensures consistent department priorities, policies, procedures for continuous process improvement.
Ensures that work is completed in a timely and cost effective manner, and conforms to the requirements and standards of practice within TJX IT.
May work as an Incident Owner in response to Service disruptions. If called upon, is expected to assume full ownership of incidents and drive to closure. Ensures all necessary parties are engaged in a timely manner. Can be counted upon to escalate when necessary and communicate when appropriate
Provides management oversight as an initial point of contact for escalations from service consumers and other IT partners.
Oversees accurate and current standard operating procedures are maintained for area of responsibility.
Coaches, mentors, and provides the tools and process for Talent Development within the team
Responsible for implementing, adhering to, and advocating for ITIL best practices in regards to Service Lifecycle, Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement
Directs the appropriate use of new 3rd party services. Accountable for ensuring vendor performance meets agreed SLAs, conducts reviews of service.
Ensures availability of Subject Matter Expert (SME) for the Solution Delivery Process (SDP). Ensures artifacts from SDP are fit for purpose and operationally ready.
Ensures estimates, design and operational support requirements, and technical solutions for projects, are complete and accurate, and delivered in a timely manner.
Oversees the flow of all work requests to ensure they are correctly prioritized and actioned.
Assumes a lead role in the local and global community to foster networking and knowledge sharing across organizations.
Special projects and duties as required
May be required to be “on-call”