TECHNOLOGY OPERATIONS MANAGER

As a Technology Operations Manager in our Enterprise Technology team, you will:

• Lead day-to-day Technology operations and service delivery in region which includes: managing all aspects of Technology the support function / Tech Bar, providing technical training, and liaising with the central teams on system issues to ensure service meets the needs of internal customers
• Act as a key focal point of contact for stakeholders for all aspects of IT services
• Own end-to-end service delivery for the region, ensuring services are available, reliable, and fit for purpose
• Act as the regional service owner for key platforms and operational services
• Develop and maintain strong relationships with business units, to understand their technology needs and ensure our services meet those needs.
• Partner with engineering, product, and transformation teams to ensure operability is built into solutions
• In conjunction with the Head of Technical Operations, maintain the relationship with the retail support service provider
• Hold vendors accountable for contractual service outcomes and remediation actions
• Act as the regional voice into global operations and service governance forums
• Monitor & report on service performance, to help ensure SLAs are met, as well as identify any areas for improvement
• Liaise with Service Managers globally to provide ensure major incidents and service issues are resolved effectively
• Participate and lead IT projects, as required
• Foster a culture of continuous improvement, regularly seeking feedback and introducing innovative solutions to enhance technology infrastructure and operations.
• Stay abreast of the latest trends, tools, and best practices in Technology management, ensuring the organization is always at the forefront of Technology.
• Participation in an after-hours, on-call rotation is a requirement, * You'll be a proud custodian to our DM's culture, embodying what we stand for and encouraging others to do the same
• You'll help build a highly engaged team - ensuring a collaborative culture and providing guidance & support to other team members
• You will take ownership for your own development, proactively seeking out feedback to build self-awareness
• You will bring the outside-in; you'll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving
• You'll lead the way and role model on all things DE&I & wellbeing

• Proven experience in Technology service relationship management
• Good understanding of ITIL principles
• Excellent communication skills
• Tenacious attitude to drive service improvement
• Highly customer-focused
• Dedicated to high quality of service
• Experience of running Incidents / Major Incident
• Experience of both participating & Chairing a Change Advisory Board (CAB)
• Experience of problem management

Technical Skills:

• Proficient with IT management systems such as ServiceNow, JIRA, etc.
• Experience of service reporting
• Experience of incident management and root cause analysis
• Hands-on knowledge of Technology systems and services
• Familiarity of service level agreements (SLAs) and key performance indicators (KPIs)
• Knowledge of ITIL principles highly desirable

Soft Skills:

• Excellent communication and stakeholder management.
• Strong analytical mindset with problem-solving capabilities.
• Ability to thrive in a fast-paced environment with multiple priorities.

Education:

• Bachelor's degree in a relevant field or equivalent experience.
• ITIL qualification is desirable

We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it. They never stand alone, but work together as a balancing act of rights and responsibilities to support how we work together at DMs.

401(k), Health insurance, Employee discount, Vision insurance, Dental insurance, Employee assistance program, * Welcome to the brand pair of Docs

• Employee discount of 65% off footwear and 50% on accessories
• Early Friday finish in the summertime
• Amazing Portland based office & rooftop
• Affordable & comprehensive Medical, Dental & Vision packages
• Our Employee Assistance Program - for when times might get tough
• 401(k) Pre-Tax and Roth Retirement savings plans
• DM Foundation, supporting and empowering our communities around the world
• Paid volunteer hours