Support Center - Irving

The primary objective of the Sr Manager - System Operations is to support our store technology, including new installs & deployments and our Digital systems. The Sr Manager is responsible for smooth delivery of IT system installs with minimal impact to production. This position requires managing a relationship with the business stakeholders, application development team, application support team, and third-party vendors and suppliers.

Major Activities

Execute Projects (Deliver Projects):

Develop a sound implementation plan meeting the project strategy, within budget and timing constraintsWork within Michaels Project Management Methodology including using online project management documentation software for tracking project and financesMonitor progress against plan and proactively communicate variances. Identify subtle issues that could results in major risksProactively manage project delivery and approvals with little supervision, resolving action items, issues and risksOwn addressing issues related to scope, schedule, budget, or quality.  Responsible for documenting scope changesPlan and manage quality throughout the project and provides final signoff for deliverablesCommunicate and work with the construction team for the deployment of new stores, remodels and relocationsManage contracts from negotiation through execution (Procurement Management)Plan and coordinate store activities with internal and external vendors for installations, support and directionIdentify, analyze, and manage project costs to deliver the project within the budget (CAPEX and OPEX). (Cost Management)Collaborate with cross-functional teams including Engineering, Development, Security, and Business units to align operational needs with broader company goals

Technical Support & Operations:

Manage offshore teams and SMEs to ensure consistent user/store support on high severity issuesAct as contact between the District Manager, Zone Vice Presidents, and Store Managers for handling user/store issues when appropriateIdentify chronic trends in reported incidents and work to resolve; process improvements and work with vendors/offshore to enforceMonitor External Vendor SLA and has ongoing discussions with Vendor for Vendor performance and escalationsDrive continuous improvement initiatives in the areas of IT automation, cloud adoption, and operational efficienciesProactively identify technology trends and improvements that could positively impact operational performance and lead their implementationEvaluate and recommend new technologies, tools, or processes that can enhance operational efficiency while maintaining budgetary constraints

Leadership:

Ensure associates’ roles and capabilities are optimally aligned with the company’s/department’s strategic initiativesConstantly strive for Operation efficiencies and optimize OPEX run costGet results by acquiring the appropriate internal or external resources. Support team members and empowers them so they can complete their activities in a timely manner and deliver quality resultsParticipate in the recruiting, interviewing and selection process of newly hired associatesProvide leadership, coaching, development and training to associatesPartner with HR in decisions on personnel actions including reviews and performance appraisals

Vendor Management:

Assist vendors in developing documentation for step-by-step installation guidesResponsible for budget relating to store hardware, software and maintenance contractsAssist in the review and adherence of SLA’s by supplier with respect to Service Desk and call statisticsManage vendors by coordinating quarterly updatesClosely work with the store team to identify enhancements and modifications that are needed for supporting the store infrastructure.Stay current on and enhance personal technical knowledgeEstablish and lead IT process improvement efforts for continuous improvement.

Other duties as assigned

Minimum Education

Bachelor’s degree in related field, or equivalent experience

Minimum Type of Experience the Job Requires

9-10 years of experience in IT/technical operations or related field, with at least 3-5 years in a leadership or managerial role.Proven experience managing complex IT infrastructures, including cloud environments (AWS, Azure, etc.), data centers, and network systems

Other

Leadership skills required to guide and assist other team members to ensure quality and timeliness of delivery of Deployment taskStrong technical background and logical analytical skills with the ability to solve complex problemsExceptional customer service, listening, problem solving and interpersonal skillsStrong verbal and written communication skillsMust be open/able to work all shifts, including evenings, weekends and some holidaysMaintain regular and reliable levels of attendanceAbility to effectively multi-task in a fast-paced support environmentStrong interpersonal skills with the ability to easily and effectively interact with technical, non-technical, support, and business staff at all levels

Preferred Education

BA/BS Computer Science, Business or related field of study

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

At The Michaels Companies Inc, our purpose is to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit www.michaels.com

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. For more information, visit mikbenefits.com.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

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