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Manager, Service Delivery - Enterprise Applications

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Information Technology
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Corporate
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COMPANY OVERVIEW
For over a century, Neiman Marcus Group has served the unique needs of our discerning customers by staying true to the principles of our founders:  to be the premier omni-channel retailer of luxury and fashion merchandise dedicated to providing superior service and a distinctive shopping experience in our stores and on our websites. Neiman Marcus Group is comprised of the Specialty Retail Stores division, which includes Neiman Marcus and Bergdorf Goodman, and our international brand, mytheresa.com.  Our portfolio of brands offers the finest luxury and fashion apparel, accessories, jewelry, beauty, and home décor. The Company operates more than 40 Neiman Marcus full-line stores in the most affluent markets across the United States, including U.S. gateway cities that draw an international clientele.  In addition, we operate 2 Bergdorf Goodman stores in landmark locations on Fifth Avenue in New York City. We also operate more than 40 Last Call by Neiman Marcus off-price stores that cater to a value oriented, yet fashion minded customer.  Our upscale eCommerce and direct-to-consumer division includes NeimanMarcus.com, BergdorfGoodman.com Horchow.com, LastCall.com, and CUSP.com.  Every day each of our 15,000 NMG associates work towards the goal of enabling our customers to shop any of our brands "anytime, anywhere, and on any device." Whether the merchandise we sell, the customer service we offer, or our investments in technology, everything we do is to enhance the customer experience across all channels and brands.
 
DESCRIPTION:
The Application Service Delivery Manager is responsible for the delivery of application services, including ongoing operations and support. This position manages the day-to-day relationship with the contracted Enterprise Application Service Provider ensuring services are delivered according to the contractual agreement(s). The position ensures Service Providers meet or exceed Service Level Agreements and ensures Performance Indicators are at or above agreed-upon levels. This position closely monitors the delivery of services by the Provider, audits performance where necessary, and implements and/or recommends corrective actions when service delivery does not meet contractual obligations.
To fulfill the role, Application Service Delivery Manager, must manage and interpret monitoring and reporting mechanisms that measure the Service Providers performance. The Application Service Delivery Manager will be expected to amend existing metrics and develop and implement new metrics and reports as technologies and services evolve over time. In addition, this role requires the review and approval of technical and project status reports, development of mitigation/remediation plans where necessary, and suggestions for improvements. Application Service Delivery Manager ensures that efficient and cost effective solutions, aligned with enterprise architectures, are developed and deployed so as to enhance organizational productivity and improve the Company’s competitive position.
 
PRINCIPAL ACCOUNTABILITIES:
 
Service Provider Oversight
o Develops strong knowledge of all relevant contractual documents to fully understand scope, responsibilities, obligations, and deliverables
o Manages the relationship with Provider to ensure the effective delivery of outsourced services to Neiman Marcus for areas of responsibility
o Conducts regular service reviews; manages and audits Provider performance and productivity relative to Service Level Agreements. Ensures Provider is compliant with all agreements
o Works with Provider to identify opportunities for service improvement, approves service improvement plan, establishes timelines for completion, and validates successful implementation
o Authorizes all work resulting in financial expenditures and ensures that all required Neiman Marcus approvals are obtained prior to delivery
o Serves as the primary liaison regarding communication between Neiman Marcus and Provider relative to service delivery changes, incidents, problems and recovery efforts; partners closely with the IT Vendor Management Organization
o Maintains focus on the handling of high severity incidents and problem record
o Contacts Provider with corrections, plan/program changes and any details/information necessary to resolve conflicts between Neiman Marcus and Provider
o Develops and distributes written communications as needed to the Provider
o Reviews and monitors Provider problems, change management processes, and escalation procedures
o Participates in operational change management: reviews change requests, facilitates change meetings, applies change approvals
o Meets frequently in regularly-scheduled management meetings with the Provider
o Interface with the Vendor Management Organization and management as needed to analyze Provider performance
o Reviews technical procedures documents created by Provider at regular intervals to confirm accuracy and currency
 
Reporting
o Establishes metric/performance reporting; tracks Provider performance and ensures viability of service levels
o Defines, reviews and approves Provider reporting on assets, availability, capacity, etc; implements improvements where necessary
o Implements, maintains and matures service level reporting
o Ensures the timely completion of all related security and compliance deliverables
 
Stakeholder Interactions
o Provides early warning to stakeholders regarding chronic degraded or missed service levels
o Measures, monitors and manages Neiman Marcus satisfaction and provides remediation
o In conjunction with Provider, designs and administers customer surveys and other feedback processes
o Conducts service level reviews; monitors aging of incident and service request resolution
o Provides direction and leadership in developing client Neiman Marcus processes
o Works with the business to discuss priorities, communicates updates and collaborates with development team for project or build work.
o Ensures development team has completed proper knowledge transition to service delivery and Provider for any new functionality or processes.
Management Competencies
o Leads and manages Neiman Marcus Service Delivery team, coaches and mentors, conducts performance assessments and identifies professional development opportunities
 
Plan/Build Responsibilities
o Engages with partners to evaluate and deliver service requests
o Suggests innovations, process and system changes to improve processes and business results
o Participates as an operations/support expert in partner meetings, identifies and brings other appropriate subject matter experts as needed
o Supports solution life cycle planning and delivery
o Keeps abreast of new and updated technologies, methods and products
o Assists with the preparation, monitoring and control of IT financial expenditures
o Ensures new service requirements are formally incorporated into Provider agreements and confirms Provider is prepared to support new services as they come on-line
o Coordinates services, projects, and plans within domain to ensure priorities are addressed appropriately
o Participates in DR activities for all applications defined within the scope of the contract:
  • Ensue Provider has appropriate Business Continuity / Disaster recovery plans
  • Consults on the definition and execution of the Provider’s Disaster recovery plan
  • Participates in testing of plans as necessary and monitor results of business continuity testing
 
INTERNAL/EXTERNAL RELATIONSHIPS (Scope):
 
INTERNAL:
Interacts daily with the Neiman Marcus Enterprise Application teams, the Managed Infrastructure Services provider (onshore and offshore), the IT Vendor Management Organization, IT Project Management Office, and various contracted IT resources. Meets frequently with various business units to assess and evaluate IT services.
 
EXTERNAL:
Interacts routinely with vendors, service providers, consultants/advisors and professional organizations.
KNOWLEDGE AND EXPERIENCE GUIDELINES:
  • Bachelor's or Master's degree in a computer or information management field
  • Ten or more years’ experience in an Information Technology role
  • Demonstrated experience with IT service management, service provider oversight, ITIL practices, financial forecasting and analysis, budget and personnel administration, project planning and management, and contract/vendor negotiation and administration.
  • Proficiency with general purpose PC software including spreadsheets, word processing and communications and collaboration tools.
  • Preferred experience with Merchandising & Planning, Stores, Supply Chain, Credit and Customer Order Management. The applications in scope include legacy custom applications and package solutions, such as Oracle Retail, Oracle e-Business Suite and Human Resources, Manhattan and Cornell Mayo Associates.
  • Excellent interpersonal and communications skills (oral and written)

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Los Angeles and San Francisco Applicants: Neiman Marcus will consider for employment qualified applicants with criminal history as required by applicable law.
If you have a disability under the Americans with Disabilities Act or similar law, and you need assistance in accessing our Career Center or wish to discuss potential accommodations related to applying for employment at our Company, please contact ApplicantSupport@NeimanMarcus.com.
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