Tech Sr. Manager, It Service Management And Transformation

Are you ready to 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 and lead 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, and a truly impactful career.

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.

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 an in-depth technical knowledge of Servicenow, Moogsoft, and Grafana integrations.

What we can offer you:

• A hybrid work-life with flexible scheduling and an always-open and available office space.
• An inclusive, challenging, and refreshingly fun work environment.
• Ability to design, develop, and implement cloud-native applications.
• Empowerment and autonomy to perform impactful work with tangible results.
• Employee Resource Groups (ERGs), give-back/volunteer opportunities.
• Competitive pay and benefits rooted in principles of equity.
• Coverage across medical, dental, vision, and retirement.
• Employee Assistance Program (including mental health and financial literacy resources).
• Debt-free education benefits which include 100% coverage of tuition, books, and fees.
• Short-term and long-term incentives, annual merit, merchandise discounts.
• Continuous Learning – Ignite (powered by Degreed), leadership development programs, and skill-based boot camp trainings.

About Macy's

Now is an exciting time for a career at Macy's, Inc. Join our team to help shape the future of a digitally-led omnichannel retailer and become a leader in retail technology. Whether focused on store technology, supply chain technology, application security, merchandising systems, or the mobile app – you'll have opportunities to grow your career while finding meaningful ways to make a difference.

Do valuable work revolutionizing digitally-led omnichannel retail – Apply Today!

This job description is not all-inclusive. Macy's Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

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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.