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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-Enterprise Applications is responsible for the delivery of application services, including ongoing operations and support within the assigned application portfolio.  This position leads a small team of company associates that monitor, prioritize and measure the delivery of services in line with business priorities and the Enterprise Application Managed Services Provider contractual agreements.  This team will also identify, plan, and implement, monitoring and automation technologies, processes and solutions designed to promote a proactive versus a reactive application operations environment.   

 

 To fulfill the role, the 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. The Application Service Delivery Manager ensures that efficient and cost-effective solutions, aligned with enterprise architectures, are developed and deployed to enhance organizational productivity and improve the Company’s competitive position.

 

 

PRINCIPAL ACCOUNTABILITIES:

 

 

Stakeholder Interactions
 
    • Collaborates with the business, development, infrastructure and quality engineering teams to determine priorities, communicate service updates and deliver proactive solutions for support, project, and build work while promoting a nimble, one-team culture.

    • Provides early warning and ongoing communications to stakeholders regarding chronic degraded or missed service levels.

    • Measures, monitors and manages Neiman Marcus satisfaction and provides remediation.

    • Conducts service level reviews; monitors and develops action plans for aging of incident and service request resolution.

    • Ensures that development teams have completed proper knowledge transition to service delivery and Provider for any new functionality or processes.

            
Plan/Build Responsibilities
 
    • Identifies, suggests and implements innovations, automation, processes and system changes to improve operational excellence and business results.

    • Participates as an operations/support expert in partner meetings, identifies and brings other appropriate subject matter experts as needed.

    • Supports solution life cycle planning and delivery.

    • Keeps abreast of new and updated technologies, methods and products

    • Assists with the preparation, monitoring and control of IT financial expenditures.

    • Ensures new service requirements are formally incorporated into Provider agreements and confirms Provider is prepared to support new services as they come on-line.

    • Participates and supports all Business Continuity / Disaster recovery planning as defined and within the scope of the contract.

 

 

Service Provider Oversight
  • Maintains focus on the resolution of high severity incidents and problems.
  • Develops strong knowledge of all relevant contractual documents to fully understand scope, responsibilities, obligations, and deliverables
  • Manages and promotes a one-team relationship with Provider to ensure the effective delivery of outsourced services to Neiman Marcus for areas of responsibility.
  • Conducts regular service reviews; manages and audits Provider performance and productivity relative to Service Level Agreements. Ensures Provider is compliant with all agreements.
  • Works with Provider to identify opportunities for service improvement, approves service improvement plan, establishes timelines for completion, and validates successful implementation.
  • Authorizes all work resulting in financial expenditures and ensures that all required Neiman Marcus approvals are obtained prior to delivery.
  • Actively participates, supports and collaborates with the Provider in the company’s Incident, Problem and Change management practices with a balanced focus on efficiency, speed and quality. 
  • Participates in operational change management: reviews change requests, facilitates change meetings, applies change approvals.
  • Interface with the Vendor Management Organization and management as needed to analyze Provider performance.
  • Reviews technical procedures documents created by Provider at regular intervals to confirm accuracy and currency.
  • Tracks Provider performance and ensures viability of service levels as defined; implements improvements where necessary.
  • Ensures the timely completion of all related security and compliance deliverables.

 Management Competencies

 

 

    • Leads and manages Neiman Marcus Service Delivery team.

    • Coaches and mentors, conducts performance assessments and identifies professional development opportunities.

 

 

 

 

 

 

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 or Masters’ degree in an Information Technology or related field.

  • Ten or more years’ experience in an Information Technology role.

  • Five or more years’ experience working in the retail industry.

  • Demonstrated experience working with Agile project methodologies.

  • Demonstrated experience implementing proactive monitoring, automation and/or service orchestration solutions is preferred.

  • 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.

  • Demonstrated experience working with ERP, Commercial, and Custom developed enterprise solutions.  Applications in scope may include Oracle Retail (RMS), Oracle e-Business Suite and Human Resources, Manhattan WMS and Cornell Mayo Associates POS.

  • Knowledge of retail metrics, retail method of accounting and retail business processes common to retail back-office applications with preference given to candidates with strong Merchandising, Order Management and Supply Chain experience.

  • Proficiency with Microsoft Office or similar, collaboration, ITSM and project management software preferred (Service Now, Remedy, Atlassian Suite, SharePoint, MS Project etc.).

  • 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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