Associate Manager, Operational Excellence Lead

SC Johnson • Yorkville, WI

1d • Onsite

About The Position

The Associate Manager, Operational Excellence Lead is a member of the End User Productivity (EUP) team. EUP is a global team that manages and delivers client solutions to meet current and future business needs, ensuring value realization in the shortest possible timeframe. EUP oversees Microsoft 365, physical and virtual endpoints, collaboration spaces, end-user enablement, and related services. In this role you will be responsible for leading and optimizing IT operations within the EUP team, managing intake of incoming work and resource time to ensure efficient service delivery. This role will require close collaboration with EUP team members and a partnership with Managed Service Providers to drive service excellence. In this role you will also oversee financial coordination for vendor relationships, ensuring accurate and timely invoice management.

Requirements

• Bachelor’s degree in Information Systems, Computer Science or a related technical discipline. Military experience considered in lieu of education requirement.
• 5 years of relevant work experience.
• 3+ years of experience with ticket analysis, investigation and reporting in an ITSM tool (ServiceNow, Cherwell, BMC Helix).
• Qualified candidates must be legally authorized to work in the United States without the need for current or future sponsorship for full-time employment.

Nice To Haves

• Demonstrated experience with ITIL processes, particularly in Incident, Problem, and Demand Management
• 3+ years of experience with a global enterprise-level Infrastructure & Operations service
• Proven ability leading cross-functional or pod-style teams
• Effective communicator, able to engage both technical and non-technical stakeholders
• Strong customer service skills with attention to detail and a sense of urgency
• Advanced in reporting and data analysis, with the ability to extract insights and drive decisions
• Excellent analytical and problem-solving skills, including evaluating data, anticipating challenges, and developing actionable plans with relevant stakeholders
• Experience in vendor and financial management at a corporate scale

Responsibilities

• Lead a newly formed Operational “Pod” team, with a focus on delivering reliable, efficient, and accountable IT services across the EUP portfolio
• Perform ServiceNow ITSM ticket analysis – review tickets, create dashboards representing meaningful data, drive accountability in ticket ownership, and report trends to management
• Serve as the primary point of contact to manage client escalations on EUP services, coordinating to bring the right team members together to solve the issue at hand
• Manage demand intake for IT services and resources within the EUP team
• Create outcomes with a focused approach aimed at improving end user experience
• Ensure effective coordination between vendors and internal finance teams to maintain accurate billing and timely payments
• Drive continuous, measurable improvement in EUP operations processes. Have an eye for automation and integration opportunities.
• Meet with Managed Service Providers on a regular basis to review results, define actions items as needed, ensure objectives are met and drive continual service improvement

Benefits

• SC Johnson’s total compensation packages are at or above industry levels. In addition to salary, total packages may include bonuses, long-term incentives, matching 401(k) contributions and profit sharing based on company profitability, job level and years of service.
• As a family company, we’re committed to providing benefits such as subsidized health care plans, maternity/paternity/adoption leave, flexible work arrangements, vacation purchase options, recreation and fitness centers, childcare, counseling services and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees