Manager Sr, Applications Managed Services

Spartannash Associates • Grand Rapids, MI

285d

About The Position

SpartanNash Associates, LLC seeks a full-time Manager Sr, Applications Managed Services based in Byron Center, MI. This position is responsible for focusing on the long-term administrative/operational support and the related governance of IT systems and applications, particularly those systems currently under AMS service contracts. The role ensures operational incidents and ongoing business change management is handled effectively and efficiently, and involves managing a team of IT specialists and outsourced partners to establish a robust support mode that handles incidents, problem management, and minor enhancements.

Requirements

• Bachelor's degree or equivalent in Computer Science, Information Technology, Computer Engineering, or related field.
• 5 years related (progressive, postbaccalaureate) experience.
• 24 months of experience with cross-discipline solution development skillset architecting, designing, developing, documenting, and QA testing systems and solutions in C#, .NET, SQL, XML, WPF, MVVM, and Hibernate.
• Experience in managing projects and managing/coaching various resources skilled in solution delivery across a diverse set of technologies, both in-house, on-shore, and off-shore.
• Experience in managing the development and coding of new features and functionality in the system(s) as described in the system design documents.
• Experience working closely with business facing vertical delivery functions and technology delivery horizontals to structure appropriate support services.
• Experience in contract, MSA, and SLA development and the corresponding partner administration for AMS services.
• Experience in all aspects of driving long-term system stability, system availability monitoring, change management administrative practices, automated metrics capture and reporting, and incident management.

Responsibilities

• Utilize strong governance experience and experience building support models that balance in-house support, outsourcing, and offshoring.
• Work closely with business facing vertical delivery functions (Supply Chain, Retail, Corporate, and Merchandizing) as well as technology delivery horizontals (Business Intelligence, Applications Development, Integration Services, Testing Services, and Automation) to structure appropriate support services.
• Design and build support models that leverage insourcing, outsourcing, and offshoring to fit the needs of different delivery functions and drive consistency in support delivery.
• Put in place appropriate SLAs, KPIs, and metrics that track effectiveness and efficiency of support delivery.
• Drive cost effectiveness of support.
• Ensure consistency in the usage and adoption of helpdesk tools and processes.
• Work with vertical and horizontal delivery functions in the Applications & Business Intelligence organization to ensure that there is an operating incident response structure from helpdesk to resolver group and vendor support where appropriate.
• Manage SLAs and ensure support services are delivered within published response time and resolution time.
• Crisis management and coordination for business-critical priority one tickets.
• Develop a problem management culture that identifies root causes for incidents and eliminates recurring incidents.
• Manage a delivery process for minor enhancements.
• Drive resource allocation to minor enhancements, particularly as part of an offshore managed service delivery model.
• Measure and track demand for minor enhancements, manage resourcing levels and ensure vendor delivered AMS enhancements hours are efficiently and effectively utilized.
• Drive change management procedures in applications and put in place standards and processes for releasing change from delivery teams into production.
• Participate in change control board meetings and function as the final gatekeeper for production changes.
• Work with helpdesk and operations team to ensure project teams have a planned and organized transition from project to long-term support.

Benefits

• Robust and competitive Total Rewards benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: Bachelor's degree