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Lead Service Manager - US

Employer
Target
Location
Brooklyn Park, Minnesota
Start date
Mar 19, 2024
Closing date
Mar 28, 2024

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Category
Retail / Wholesale
Employment Status
Full Time
Description: The pay range is $111,200.00 - $200,200.00

Pay is based on several factors which vary based on position. These include labor markets and in some instances may include education, work experience and certifications. In addition to your pay, Target cares about and invests in you as a team member, so that you can take care of yourself and your family. Target offers eligible team members and their dependents comprehensive health benefits and programs, which may include medical, vision, dental, life insurance and more, to help you and your family take care of your whole selves. Other benefits for eligible team members include 401(k), employee discount, short term disability, long term disability, paid sick leave, paid national holidays, and paid vacation. Find competitive benefits from financial and education to well-being and beyond at https://corporate.target.com/careers/benefits.

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 Technology Services 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.

The SAVE team directly influences the Stores experience by providing excellent support services for Target technology in all Target facilities. The SAVE team's mission: We maximize the value of vendor services; holding vendors accountable to commitments while supporting their efforts to be successful. Aligned in our common goal of providing the best support experience for Target facilities, Target Team Members and Target Guests. SAVE leverages vendor partners to deliver on-site, hands-on tech hardware support by field technicians, as well as provide off-site repairs - either in warranty or out of warranty - for Target-owned devices and connectivity. Additionally, SAVE ships parts as "depot exchange" incidents and for the majority of vendor service calls, and manages spare pool inventory. The SAVE Vendor Management team is responsible for maximizing the value of our vendor services by monitoring vendor adherence to contractually agreed upon Service Level Agreements ("SLAs"), financials and overall service scope and performance.This Lead Service Manager role within SAVE is responsible for the management of multiple vendor partners that provide onsite field technicians to support Point of Sale and Self-Checkout hardware. 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 to commitments
  • Leading regular operational meetings with onsite field technician vendor partners to ensure Target receives the best service and price from our suppliers, 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 with SLA.
  • Liasing between vendor partners and internal teams related to services provided by vendor partners, including escalation management and understanding of overall needs of the business
  • Drafting of contract documents, including statements of work, as well as day-to-day operational negotiations with third party suppliers
  • Utilizing data to inform decisions and improve overall support processes, including championing two-way observability between vendor partners and internal teams
  • Demonstrating a strong ability to build relationships through challenging discussions
  • Managing to financials and partnership closely with financial partners to align on budgeting, forecasting, planning and financial reconciliation. Review, reconcile and process invoices for technical service agreements.
  • Collaborating with multiple stakeholders to drive continuous improvement, effectively managing through change


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
  • Ability to work in a fast-paced and rapidly changing environment
  • Ability to multi-task & handle multiple priorities effectively
  • Ability to quickly problem solve and think creatively, negotiate and find timely winning solutions
  • Posseses analytical, reasoning, and negotiations skills
  • Strong data analysis skills and advanced Excel skills
  • Strong interpersonal, verbal, presentation and written communication skills
  • Willingness to collaborate with multiple partners
  • Ability to troubleshoot technical problems and understand technical ecosystem


This position will operate as a Hybrid/Flex for Your Day work arrangement based on Target's needs. A Hybrid/Flex for Your Day work arrangement means the team member's core role will need to be performed both onsite at the Target HQ MN location the role is assigned to and virtually, depending upon what your role, team and tasks require for that day. Work duties cannot be performed outside of the country of the primary work location, unless otherwise prescribed by Target. Click here if you are curious to learn more about Minnesota.

Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations 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 Supply Chain Facility or reach out to Guest Services at 1-800-440-0680 for additional information.

Qualifications:

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