Technology Operations Manager

SO, WHAT'S THE STORY?

We are on an exciting journey to drive impactful change within our Enterprise Technology team. As part of a global fashion retailer, quality is of paramount importance. This is your opportunity to join a dynamic team, focusing on Technology Service Management, to ensure that the services we provide to our colleagues are high quality and fit for purpose.

This is an onsite role with an in-office expectation of 5 days per week at our Portland office.

THE GIG

As a Technology Operations Manager in our Enterprise Technology team, you will:

• Lead day-to-day Technology operations and service delivery in region which includes: managing all aspects of Technology the support function / Tech Bar, providing technical training, and liaising with the central teams on system issues to ensure service meets the needs of internal customers
• Act as a key focal point of contact for stakeholders for all aspects of IT services
• Own end‑to‑end service delivery for the region, ensuring services are available, reliable, and fit for purpose
• Act as the regional service owner for key platforms and operational services
• Develop and maintain strong relationships with business units, to understand their technology needs and ensure our services meet those needs.
• Partner with engineering, product, and transformation teams to ensure operability is built into solutions
• In conjunction with the Head of Technical Operations, maintain the relationship with the retail support service provider
• Hold vendors accountable for contractual service outcomes and remediation actions
• Act as the regional voice into global operations and service governance forums
• Monitor & report on service performance, to help ensure SLAs are met, as well as identify any areas for improvement
• Liaise with Service Managers globally to provide ensure major incidents and service issues are resolved effectively
• Participate and lead IT projects, as required
• Foster a culture of continuous improvement, regularly seeking feedback and introducing innovative solutions to enhance technology infrastructure and operations.
• Stay abreast of the latest trends, tools, and best practices in Technology management, ensuring the organization is always at the forefront of Technology.
• Participation in an after-hours, on-call rotation is a requirement

THE STUFF THAT SETS YOU APART

Must-Have Experience:

• Proven experience in Technology service relationship management
• Good understanding of ITIL principles
• Excellent communication skills
• Tenacious attitude to drive service improvement
• Highly customer-focused
• Dedicated to high quality of service
• Experience of running Incidents / Major Incident
• Experience of both participating & Chairing a Change Advisory Board (CAB)
• Experience of problem management

Technical Skills:

• Proficient with IT management systems such as ServiceNow, JIRA, etc.
• Experience of service reporting
• Experience of incident management and root cause analysis
• Hands-on knowledge of Technology systems and services
• Familiarity of service level agreements (SLAs) and key performance indicators (KPIs)
• Knowledge of ITIL principles highly desirable

Soft Skills:

• Excellent communication and stakeholder management.
• Strong analytical mindset with problem-solving capabilities.
• Ability to thrive in a fast-paced environment with multiple priorities.

Education:

• Bachelor’s degree in a relevant field or equivalent experience.
• ITIL qualification is desirable

We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it. They never stand alone, but work together as a balancing act of rights and responsibilities to support how we work together at DMs.

BE YOURSELF. ACT COURAGEOUSLY. SHOW YOU CARE.

At DM your technical capability will go hand in hand with the below:

• Great relationship management that delivers results through effective teamwork
• You’ll be a proud custodian to our DM’s culture, embodying what we stand for and encouraging others to do the same
• You’ll help build a highly engaged team – ensuring a collaborative culture and providing guidance & support to other team members
• You will take ownership for your own development, proactively seeking out feedback to build self-awareness
• You will bring the outside-in; you’ll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving
• You’ll lead the way and role model on all things DE&I & wellbeing

WHAT'S IN IT FOR YOU?

• Welcome to the brand pair of Docs
• Employee discount of 65% off footwear and 50% on accessories
• Early Friday finish in the summertime
• Amazing Portland based office & rooftop
• Affordable & comprehensive Medical, Dental & Vision packages
• Our Employee Assistance Program – for when times might get tough
• 401(k) Pre-Tax and Roth Retirement savings plans
• DM Foundation, supporting and empowering our communities around the world
• Paid volunteer hours

We strive to create an accessible and inclusive application and selection process. We are committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the recruitment, selection and/or assessment processes. Should you require an accommodation, please contact our Talent Acquisition team, by email at jobs@drmartens.com and we will work with you to meet your accessibility needs.

At Dr. Martens, we are committed to creating an environment in which we can all be our best and bring our authentic selves to work. We encourage applications, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; helping us to authentically speak to our consumers.

We strive to develop a business where our people can thrive and feel empowered to express themselves. Because we believe everyone should feel supported and included, whatever their role in the Dr. Martens community.