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Sr Mgr, IT Operations

Date: Nov 19, 2021

Location: LAKE FOREST, IL, US, 60045-5201

Company: Grainger Businesses

Primary Function:

 

The Sr Manager IT Operations is accountable for the availability and performance of Grainger’s 24x7x365 production environments. This role involves providing strategic leadership and guidance to front line operations and administration of critical IT Services.

The Sr Manager, IT Operations as a member of the Senior Management Team to identify and implement strategies to achieve operational and financial objectives. Drives innovation across the business functions to achieve operational excellence and a competitive advantage through the execution of IT Service management practices (Incident, Problem, Change, Release, Event, Configuration).

 

Principal Duties & Responsibilities: 

 

  • Analyze and re-engineer existing processes and implement new strategies and technologies to improve productivity and uptime
  • Ensure effective monitoring, timely and high-quality communication and alerting when service disruptions occur. Lead and coordinate all recovery efforts for Priority 1 incidents (Code Red/Escalated Condition)
  • Continually improve productivity, service, cost of ownership, the security of information assets, management controls and meet regulatory requirements.
  • Work with IT and business customers to define and set service level objectives. Ensure IT service availability and performance goals and objectives are met on a consistent and continual basis
  • Work closely with Enterprise Monitoring Team to ensure that the IT Operations Center has the tools to proactively monitor Grainger IT environments to prevent the occurrence of incidents and problems
  • Ensuring customer satisfaction through effective and efficient management of performance measures such as first contact resolution rates, cost per contact, and contact handle time
  • Provide oversight and guidance on the creation and maintenance of standard operating procedures, knowledge articles used by the staff and development of workarounds that quickly restore IT service
  • Lead IT maintenance activities including branch opening/closure, phone/cell expense management, phone expense auditing and phone expense cost analysis, detailed hardware and software inventory

 

Preferred Education & Experience: 

 

  • 5+ years experience managing in Service Center, Operations Center, and/or IT Administration environment
  • ITILv3 Foundation certification preferred 
  • Experience with ITSM processes (incident, request, event, change, and problem) and tools (ServiceDesk, ServiceNow, etc)
  • Experience with IT enterprise monitoring strategies and architectures
  • Deep understanding of IT infrastructure performance management concepts and practices

 

 

 

Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.