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Manager IT Operations, Ecommerce and Customer Systems

ACCO Brands
Lake Zurich, IL
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

ACCO Brands is seeking a Manager, IT Operations, Ecommerce & Customer Systems who will be responsible for leading the support operations of Ecommerce & Customer Systems (Episerver, custom websites, PIM, InRiver, Salesforce, SharePoint, and Intranet) globally, to deliver stable and sustainable platforms for our Commercial, Marketing & Customer Service business functions. This position will be responsible for leading, implementing, and supporting continual functional improvements, in all the relevant systems, to enhance the business value delivered to our business functions globally.  

Responsibilities

  • Manage and lead the incident management delivery for E Commerce & Customer Systems (Episerver, custom websites, PIM, InRiver, Salesforce, SharePoint & Intranet) globally.
  • Responsible to meet the IT Global Operation SLAs / KPIs targets for E Commerce & Customer Systems (Episerver, custom websites, PIM, InRiver, Salesforce, SharePoint & Intranet) including response and resolution metrics.
  • Manage the support vendors for E Commerce & Customer Systems (Episerver, custom websites, PIM, InRiver, Salesforce, SharePoint & Intranet) by monitoring incident metrics in ACCO’s Service Now system and maintaining the team’s ability to meet or exceed response & resolution SLA metrics on a monthly basis.
  • Act as the first point of escalation for critical issues for the E Commerce & Customer Systems (Episerver, custom websites, PIM, InRiver, Salesforce, SharePoint & Intranet) impacting business functions (commercial, marketing, customer service functions).
  • Maintain a relationship with the business stakeholders across Marketing, Commercial and Customer Service functions globally, address key concerns, manage escalations to ensure sustainable and smooth business operations across E Commerce and Customer Systems.
  • Lead the prioritization process of enhancements across E Commerce & Customer Systems (Episerver, custom websites, PIM, InRiver, Salesforce, SharePoint & Intranet) with respective business functions and stakeholders.
  • Provide technical leadership and guidance to the respective application teams in E Commerce & Customer Systems (Episerver, custom websites, PIM, InRiver, Salesforce, SharePoint & Intranet) for effective day to day incident management and enhancement delivery.
  • Lead initiatives for process improvements across E Commerce & Customer Systems to deliver tangible cost savings opportunities.

Qualifications

  • 5+ years of experience in managing global application support teams for Incident Management and Enhancement delivery in E Commerce & Customer Systems
  • 5+ years of vendor management experience for sustain and operation activities across E Commerce & Customer Systems globally.
  • Overall 10+ years of software development or support experience & working with business stakeholders in E Commerce & Customer Systems (Episerver, Custom Websites, PIM,InRiver, Salesforce, SharePoint & Intranet)
  • Cross functional understanding of the business processes across E Commerce, Customer Systems, SAP and Non-SAP systems.
  • Successful track record of managing a global support team with an emphasis on customer experience, operational excellence, high satisfaction, quality, team member growth, and responsiveness.
  • 5+ years of technical leadership experience in implementing or supporting E Commerce and CRM Salesforce platforms globally.
  • Experience in troubleshooting Microsoft Stack, MS environment & Azure.
  • Ability to oversee escalation, assess problems, prioritize and proactively solve problems.
  • Experience with Service Now for Incident Management, Enhancement & Problem Management.
  • Strong IT operations experience with exposure to IT/business strategy, process improvements, applications delivery and support.
  • Bachelors degree in Computer Science or equivalent work experience
Company Description
Essential brands. Innovative products. Smart investment. Winning team. We are passionate about building a culture that is committed to the success of our employees. If you are looking for an organization that offers rewarding opportunities and is dedicated to team orientation, learning and development, and flourishes with success, we invite you to be a part of building our company for the future.

ACCO Brands

Why Work Here?
"Awesome people, great benefits, competitive wage structure as well as opportunities for personal and professional growth."

Essential brands. Innovative products. Smart investment. Winning team. We are passionate about building a culture that is committed to the success of our employees. If you are looking for an organization that offers rewarding opportunities and is dedicated to team orientation, learning and development, and flourishes with success, we invite you to be a part of building our company for the future.

Address

Lake Zurich, IL
USA

Industry

Business

View all jobs at ACCO Brands