Manager Infra End User Services - Digital Media

Address: USA-MA-Quincy-1385 Hancock Street Store Code: Infrastructure - End User (5118599) Retail Business Services, ranked No. 25 on Fast Company's 2022 100 Best Workplaces for Innovators, is the services company of leading grocery retail group Ahold Delhaize USA, currently providing services to five omnichannel grocery brands, including Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Retail Business Services leverages the scale of the local brands to drive synergies and provides industry-leading expertise, insights and analytics to local brands to support their strategies. We are committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued.For more information, visit https:// www.retailbusinessservices.com . Primary Purpose: The End User Services Manager is responsible for leading a team within the End User Services Group ensuring all collaboration products/platforms including multimedia tools, content management and digital signage are working properly in across the enterprise. This includes providing solutioning services for this area and overseeing our partners that provide the resolution of issues related to end user services (e.g., equipment failure, physical malfunction, and software configurations) and conduct root cause analyses to improve processes and trend reoccurring issues to improve service. Duties and Responsibilities:

• Lead a team that will:
  • Leads end user high-availability solutions and services are scaled, design and maintained; including installation by working closely with end users, project managers and vendors to obtain scope of project, budgetary estimates, quotes, design, and integration services.
  • Resolve issues, troubleshoot solutions/platforms/appliances to include integration of collaborations/platforms and equipment.
  • Communicate effectively with end users, project managers, general contractors, and vendors.
  • Maintain up to date knowledge of relevant industry standard hardware as well as client proprietary tools.
  • Provide leadership in establishing operational processes for delivering world-class solutioning and support.
  • Maintain the relationships and escalation points to ensure the availability of the collaboration services with Global Support Office (GSO).
  • Analyze and develop innovative resolutions for complex problems to include availability and/or performance at the system level.
  • Create and maintain documentation for the architectural design, representation of logical layout of services,
  • Ensure toolsets and equipment are adhering to security policies and requirements.
  • Perform housekeeping functions on systems/equipment/infrastructure.
  • Provide documentation for operational support.
  • Monitor capacity and performance.
  • Perform maintenance and repair tasks on all equipment to maintain uptime and address all primary issues.
• Interface with senior leaders in the business and represent IT in planning and execution of end user services.
• Drive solution definition, budget options and alternative analysis.
• Participate in monthly portfolio planning and financial reviews, act accordingly.
• Support Strategic Sourcing and Legal regarding business objectives

• Facilitate the creation, prioritization, planning, and execution of business capability and technical roadmaps w/Product Management and DevOps.
• Strength in building partnerships; working collaboratively with a variety of skills and levels.
• Develop and design roadmaps, implementation strategies and transformation plans focused on cloud journeys regarding Digital Media Technologies.
• Coaching and mentoring junior members of the Digital Workplace community.

• Bachelor's Degree in Computer Science, Computer Information Systems, Information Technology, or equivalent job experience.
• Experience in Digital Media Technologies (e.g., Microsoft Team Rooms, A/V and Digital Display platforms)
• Experience managing vendor priorities, relationships, and future opportunities.
• Experience working with end users to understand and develop user requirements.
• Strength in driving for business outcomes and results.
• Action/Decision-oriented mindset.
• Strong problem solving and analytical skills.
• Ability to prioritize and multi-task.
• Thorough knowledge of building system solutions or business applications.
• Experience in a technology capability oversight role solutioning and supporting digital media solutions, including audio/visual, content manger solutions and the integration of these platforms with application data.

• Strong experience leading a team of engineers and mentoring individuals on skills that promote career growth.
• Experience with vendor performance management, including development and monitoring of SOWs and deliverables, SLA compliance, and general vendor relationship management.
• Strong and professional verbal and written communication skills, along with the ability to effectively communicate and present to different audiences such as senior leadership, cross-functional business groups, or technical staff.
• Well-developed skills in presentation building and process mapping.
• Good understanding of virtualization technologies.
• Key Skills: Leadership skills including active listening, clear and concise verbal and written communications, strategic thinking, creativity, flexibility, ability to inspire and grow talent.

• Solid understanding of and demonstrated ability to apply Agile methodologies.