Lead IT Vendor Manager - Field Services

Employer
Target
Location
Brooklyn Park, Minnesota
Posted
Sep 14, 2021
Closes
Oct 28, 2021
Employment Status
Full Time
Description:

About us:

Target is an iconic brand, a Fortune 50 company and one of America's leading retailers.

Target as a tech company? Absolutely. We're the behind-the-scenes powerhouse that fuels Target's passion and commitment to cutting-edge innovation. We anchor every facet of one of the world's best-loved retailers with a strong technology framework that relies on the latest tools and technologies-and the brightest people-to deliver incredible value to guests online and in stores. Target Tech is on a mission to offer the systems, tools and support that guests and team members need and deserve. Our high-performing teams balance independence with collaboration, and we pride ourselves on being versatile, agile and creative. We drive industry-leading technologies in support of every angle of the business, and help ensure that Target operates smoothly, securely and reliably from the inside out.

Use your skills, experience and talents to be a part of groundbreaking thinking and visionary goals. As a Lead Service Manager, you will be responsible for service delivery to the business within the service levels agreed upon in the managed service contract. You will monitor, analyze and influence action on a collection of technology products/services. You will accomplish this by taking a Guest Centric view on how technology products/services are utilized, understanding stability patterns, escalating insights/issues, reporting and advocating for stability/resiliency. You will leverage your expertise to create, define, and update processes that improve stability and reliability. You'll monitor and manage business outcomes (e.g., error budget) across managed products and services. You will ensure key business objectives are met through service delivery, and define and uphold service levels and incident priorities.

This role supports Target Tech's Stores, Assets, and Vendor Experience ("SAVE") team. SAVE manages those suppliers that provide on-site (and off-site) break/fix repair of retail technology along with management of the associated spare pool inventory. As a Lead Service Manager within SAVE, you will be responsible for closely managing those suppliers that provide on-site break/fix technology support as well as off-site repair of technology devices. This is a high impact role that directly influences and impacts the overall health of Target store technology. Additional responsibilities include:
  • Managing complex technical service agreements, ensuring that suppliers are meeting contractual service level agreements, navigating through challenging service scenarios and holding partners accountable for commitments.
  • Leading regular operational meetings with technology repair vendors, including proactive identification of service gaps as well as influencing actions for improvement. Regular oversight of service calls - ensuring that each service call is completed within SLA.
  • Providing a single point of contact for internal teams related to the services provided by the applicable suppliers under management. This includes acting as an escalation point for internal teams when supplier services are not performed according to contractual expectations.
  • Drafting of contract documents, including statement of works, as well as day-to-day operational negotiations with third party suppliers.
  • Utilizing data to inform decisions and improve overall support processes as well as a strong ability to build relationships through challenging discussions.
  • Managing to financials and partnering closely with financial partners to align on budgeting, forecasting, planning, and financial reconciliation. This includes using data to inform decisions on support models.
  • Partnering with Target Tech engineers and other service managers to understand the overall needs of the business.


Core responsibilities of this job are described within this job description. Job duties may change at any time due to business needs.

About you:
  • Four-year degree or equivalent experience
  • 5+ years of retail business/technology experience
  • 5+ years of demonstrated vendor management experience
  • Demonstrated track record of effective results oriented tasks
  • Comfort being in a role with high visibility and impact to the Target store experience
  • Ability to work in a fast-paced and rapidly changing environment
  • Ability to quickly problem solve and think creatively
  • Analytical, reasoning, and negotiations skills
  • Strong interpersonal, verbal, presentation and written communication skills
  • Willingness to collaborate with multiple partners
  • Ability to troubleshoot technical problems and understand technical ecosystem
  • Strong data analysis skills and advanced Excel skills


Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information.

Qualifications:

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