Manager Of Technology, Change Management

Discovery is at the heart of everything we do. Wherever you find us around the world, if you can think of a product, you can probably find it in our stores, which include TJ Maxx, Marshalls, HomeGoods, Sierra, Winners, Homesense, and TK Maxx. With variety comes plenty of happy surprises - our environment is ever-changing, and that’s just how we like it. Every day is an opportunity to discover something new about our business, our partnerships and even something exciting about yourself. Ready to Discover Different?

Posting Notes: Marlborough || MA

Manager of Technology, ITSM Operations

What you’ll discover

• Inclusive culture and career growth opportunities
• Global IT Organization which collaborates across U.S., Canada, Europe and Australia, click {apply below} to learn more
• Challenging, collaborative, and team-based environment
  

What you’ll do

The Infrastructure and Operations (I&O) organization embodies the hub of lifecycle engineering at TJX, delivering, maintaining, and optimizing our technology portfolio at cloud scale. We are a service-oriented team aimed at providing extraordinary experiences to thousands of TJX associates, business partners, and application delivery teams across the portfolio.

• Provides end-to-end global management oversight for a number of ITSM processes including Enterprise Change Management, Release Management and also Non-Production Test Environment Management and IT Compliance (SOX).
• Ensures consistent department priorities, policies, procedures for continuous process improvement globally.
• May work as an Incident Manager in response to service disruptions globally.
• Responsible for implementing, adhering to, and advocating for ITIL best practices in regards to Service Lifecycle, Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
• Directs the appropriate use of new 3rd party services. Accountable for ensuring vendor performance meets agreed SLAs, conducts reviews of service globally.
• Responsible for the management of human capital globally

• Ensure that all activities are carried out as required throughout the process and service lifecycle.
• Define process scope, objectives, and outcomes. Identify and authorize process enhancements for improving the efficiency and effectiveness of the process and related activities.
• Establish critical success factors and key performance indicators.
• Define metrics and develop reports to measure process performance against expected outcomes.
• Ensure that the appropriate process documentation is created, made available, and remains current.
• Accountable for the execution of the Enterprise Change Management Community of Practice (CoP) and the Change Advisory Board (CAB)
• Accountable for the provision and maintenance of the IT Test Labs globally
• Accountable for process outcomes and providing leadership and management over day-to-day process activities.
• SOX Control owner
• Ensures that risks are documented, measured and mitigated/accepted as per the TJX Risk Management process
• Continue to mature the ITSM Processes and solicit feedback on process performance
• Focus on continuous improvement and engage with the SNOW enhancements team when this requires tool changes
• Identify opportunities for efficiencies including automation

Minimum Qualifications

• 4-year degree and a minimum of 3 years ITSM experience, including day-to-day process management experience and, or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
• In-depth understanding of Enterprise Change Management and Release Management
• Understanding of frameworks for process improvement, Service Support and Delivery (ITIL, DevOps, Agile).
• Makes sound decisions based upon a mixture of analysis, wisdom, experience and judgement.
• Sets clear objectives and measures; capable of monitoring process, progress and results.
• Capable of designing and implementing practices, processes, and procedures that effectively utilize people and technology.
• Able to organize people and activities to maximize process efficiency and effectiveness and is able to define metrics to measure process outcomes.
• Dedicated to meeting the expectations and requirements of customers; acts with customers in mind; establishes and maintains effective relationships.

Preferred Qualifications

• ITIL Certification • Experience with enterprise ITSM platforms (ServiceNow, JIRA).
• Experience in one or more of the following: ITIL (v3 / 4), SAFe

Join us and Discover Different at TJX, click {apply below} to learn more.

Come Discover Different at TJX. From opportunity and teamwork to growth, we think you’ll find that it’s so much more than a job. When you’re a part of our global TJX family, you have the full support of a diverse, close-knit group of people dedicated to finding great deals and fantastic style. Best of all? They have a lot of fun doing it.

We care about our culture, but we also prioritize the tangible stuff (Competitive salaries: check. Solid benefits: check. Plenty of room for advancement: of course). It’s our way of empowering you to make your career here.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Full COVID-19 vaccination, including a booster once eligible, is a condition of employment at TJX, subject to reasonable accommodation where required by law.

Posting Notes: Marlborough || MA