IT Operations Manager - Enterprise Tools & Systems

Family Dollar is seeking an experienced IT Operations Manager to provide end-to-end operational and technical oversight, as well as BPO Management. The successful candidate will be responsible for stability, performance compliance and continuous improvement of enterprise systems and software applications supporting critical business operations., + Manage and perform oversight of our selected BPO partner that will perform the administration, maintenance and support for enterprise systems, email and collaboration tools (i.e. Active Directory, Microsoft 365, Okta, etc.).

• Drive governance and performance management of global BPO and managed services partners, including service delivery standards, escalation management, and continuous service optimization

• Provide day to day support of IT tools and corporate systems.

• Identify recurring issues/problems and provide recommendations to eliminate or reduce tends.

• Facilitate management and resolution of complex incidents/problems engaging other IT Teams and vendors as needed.

• Perform root cause analysis follow-up, as required - Ability to facilitate discussions and thoroughly document RCA details and make recommendations on improvement.

• Participate in Disaster Recovery and IT Business Continuity processes and policies.

• Ensure creation and maintenance of technical and end-user support documentation.

• Ensure assigned internal and BPO team meets technical and business SLA's.

• Bachelor's degree in business, Information Technology, related degree or equivalent experience

• 6+ years of IT Operations experience (support, maintenance, and administration).

• 3+ years managing a team (excellent management skills).

• 3+ years' proven experience managing offshore MSP/BPO partners - including performance management, SLA oversight and service optimization.

• Proven experience governing and managing large-scale managed services partners and BPO providers. (both onshore and offshore), including performance management, SLA oversight and service optimization.

• Excellent communication and customer service skills.

• Administration and security experience for Microsoft 365/Azure services

• Understanding of tools used by Enterprise and Access Control: Microsoft 365 products, email discovery and security, mobile device management, user provisioning and de-provisioning

Desired Qualifications

• Expert level knowledge of the Microsoft Office 365 suite.

• Enterprise systems administration principles, including identity and access management, privilege management, and secure configuration.

• ITIL Certification.

• Experience managing and supporting Access Control and User Provisioning tools, MDM tools such as Workspace ONE, Authentication tools and MFA, email filtering… etc.

• Experience utilizing ServiceNow and JIRA.

• Experience managing and supporting Cloud and SaaS products.