Tech Sr. Manager, IT Service Management and Transformation

Bring Your Amazing Self to Work

At Macy's, Inc., we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. When you bring your unique personality to our team, you will help us tackle the barriers to representation so, together, we can realize the potential of every one of us. We understand the importance of bringing our whole selves to work, which is why our commitments to our People, our Communities, and our Planet will help us create a more sustainable and diverse future.   

As the Senior Tech Manager of IT Service Management and Transformation, you'll build, lead, and working alongside a high-performing technology teams to deliver and support omni-channel applications and services at speed and scale; Drive innovation in technology and process; Inspire the teams to achieve outstanding results in a fast-paced environment. You'll enjoy a flexible hybrid work environment, an opportunity to empower yourself and your colleagues, complete autonomy, 

The Senior Manager, Software Engineering is instrumental in overseeing software engineering's technical aspects and integrating enterprise solutions, fostering partnerships across Macy's Technology. Collaborating with stakeholders at all levels, they drive the architecture, requirements, and implementation of application platform features. With a blend of systems and technology expertise, they define platform release plans to ensure timely delivery of essential features supporting major initiatives. They champion the use of platform features in business application development and lead high-performing teams to deliver and support platform enhancements, promoting innovation and motivating teams to excel in a dynamic environment.

What You Will Do

As Sr Manager you will be responsible for ensuring the effective design, implementation, and continuous improvement of IT service processes, scale technical capabilities, optimize our current implementation footprint while ensuring a cohesive alignment with business objectives and overarching organization transformation strategy.

• Develop and execute ITSM strategies, policies, and procedures to optimize service delivery and meet organizational goals, ensuring alignment with industry best practices and process to enhance operational efficiency and maximize Return on Investment via our ServiceNow Platform.
• Build a comprehensive strategy for the ServiceNow platform and CMDB, aligning technology initiatives with organizational goals and ensuring optimal IT service delivery 
• Oversee the implementation and management of ITSM tools and technologies to enhance service efficiency and effectiveness.
• Monitor and analyze IT service performance metrics, identifying areas for improvement and implementing corrective actions.
• Lead a cultural shift to drive innovation, adoption of best practices and methodologies, driving productivity, and fostering streamlined collaborations and knowledge sharing across the organization.
• Establish and maintain strong relationships with key stakeholders, ensuring clear communication and understanding of ITSM initiatives.
• Hire, coach, and mentor individuals; build a strong cross-functional organization. 
• Work with other technical teams to ensure technical strategies, architecture guidelines, and standards are realized by efficient collaboration with architecture, development, DevOps, and other teams. 
• Bring innovative ideas to the table that enhance the customer and colleague experience.   
• Oversee the end-to-end delivery of managed IT services, ensuring adherence to SLAs and client expectations. 
• Proactively address service disruptions, escalations, and incident resolution to maintain high levels of client satisfaction. 
• Build and maintain strong relationships with technology vendors and service providers. 
• Negotiate contracts, manage vendor performance, and drive cost optimization efforts. 
• Collaborate with technical teams to ensure the technology stack is optimized for performance, scalability, and security. 
• Stay abreast of emerging technologies and trends to drive innovation within the managed services environment. 
• Ensure all operational activities adhere to industry regulations, compliance standards, and cybersecurity best practices. 
• Evaluate existing operational processes and identify areas for improvement, efficiency gains, and automation. 
• Implement best practices and standard operating procedures to streamline service delivery. 
• Grow a healthy, collaborative engineering culture aligned with company values. 

Skills You Will Need

Leadership: Demonstrated ability to lead and mentor teams effectively, fostering a collaborative and innovative environment.

Technical Expertise: Broad and deep understanding of software engineering technologies, including Java, Spring framework, ReactJS/Angular, modern system architecture patterns, and experience with both SQL and NoSQL databases.

Cloud Computing: Proven expertise in working with cloud service providers, preferably Google Cloud Platform (GCP), including experience in deploying, managing, and optimizing applications in cloud environments.

Strategic Planning: Proficiency in developing roadmaps and defining release plans, with the capability to provide guidance on strategic plans and improvements to systems and processes.

Project Management: Experience overseeing the development, delivery, and operation of technology solutions, including managing budgets, projects, and resource planning.

Communication Skills: Strong communication skills to effectively collaborate with stakeholders at all levels, as well as the ability to communicate the latest platform solutions to the enterprise through various channels.

Adaptability and Innovation: Ability to stay informed about industry trends, assess new software tools, and drive platform maturity in automation, operations, stability, and support.

Agile Methodologies: Experience and passion for working in a fast-paced Agile environment, delivering functional features in short time durations.

Vendor Management: Experience managing large offshore teams and third-party vendors, with a preference for experience in implementing third-party packaged software solutions.

Negotiation Skills: Excellent negotiation skills to manage multiple streams of work in parallel with aggressive timelines.

Independence and Initiative: Capability to work independently with minimal supervision, demonstrating strong organizational skills and the ability to prioritize effectively.

Who You Are

• 10+ years of progressive experience in IT operations with a focus on service delivery, process improvement and people leadership
• Proven track record of being able to design and implement continuous improvement of IT service processes
• Experience scaling and optimizing current technical capabilities in alignment with business objectives and the organizational transformation strategy
• Develops and executes a comprehensive strategy for the ServiceNow platform and CMDB, aligning technology initiatives with organizational goals and ensuring optimal IT service delivery
• Strong project management skills and the ability to lead cross-functional teams
• Visionary mindset with strong technical roots, capable of developing and executing strategies that align with long-term organizational goals.
• Strong solutioning skills, with the ability to identify, design, and implement effective solutions to enhance productivity and streamline processes into new Platform solutions.
• Ability to effectively communicate technical information, issues, and solutions to senior business stakeholders in an easily understood format. 
• Excellent communication and stakeholder management skills. 
• Gets energized by fast-paced environments and capable of leading multiple projects - can identify primary and secondary objectives, prioritize time, and communicate timelines to team members. 
• Enjoys taking Platform ownership and being accountable for results. 
• Ability to work a flexible schedule based on department and Company needs. 
• Maintains a in-depth technical knowledge of Servicenow, Moogsoft, and Grafana integrations. 

What We Can Offer You

• An inclusive, challenging, and refreshingly fun work environment
• Competitive pay and benefits rooted in principles of equity
• Performance incentives and annual merit review
• Merchandise discounts
• Health and Wellness Benefits across medical, dental, vision, and additional insurance
• Retirement Savings Plan with 401k match opportunity
• Employee Assistance Program (mental health counseling and legal/financial advice)
• Resources for continuous learning, career growth, and leadership development
• 8 paid holidays
• Paid Time Off (first year prorated depending on start date)
• Tuition reimbursement program
• Guild education benefit funds 100% of tuition, books, and fees in designated programs
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities
• Empowerment and autonomy to perform impactful work with tangible results

About Macy's

Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team - Apply Today

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.PDN-9cf3256a-d422-40a8-a00a-18f3bfceadd6