This job has expired, please see additional jobs below
IS Business Solutions Manager
US Cellular
Chicago, IL, United States
Job Details - this job has expired, please see similar jobs below
This position serves as a technology leader, advocate, liaison, and primary point of engagement within Information Services with line(s) of business and is responsible for the end-to-end platform management solutions that are used to enhance and grow those business channels.
This position helps drive the line(s) of business goals by identifying, managing, and delivering technical means to resolve issues. Provides expertise to enhance the operations of the production systems that align with those goals. The IS Business Solutions Manager is an individual contributor with accountability for leading cross functional resources to ultimately resolve complex issues spanning multiple functional areas; monitor and manage technical integrated components and technology partners in order to deliver on business readiness activities within their area of expertise. This position will partner with key stakeholders and other partners including external vendors to foster open communication and seek effective collaboration between all parties.
Other key responsibilities include managing solutions for incidents, problems, and changes; providing issue management capabilities, leading business owners and their systems through process and continuance improvement initiatives. Provides technical vendor management responsibilities within their line(s) of business.
• Accountable for managing the technology solution and vendor performance for Line(s) of Business areas.
• Drive IS operational priorities and decisions as related to the Line(s) of Business.
• Serve as the business channel(s) and the associated vendor’s Subject Matter Expert (SME) during Incident, Problem, and Change Management processes; demonstrates and articulates a technical understanding of the technology solutions that drive the business channel(s) and the integration points of those solutions.
• Ensure line(s) of business partner(s)’ understanding of operational area systems and services, and influences and collaborates in decision making processes.
• Identify and drive performance and process improvements that equate to overall success of the Business channel(s) and the goals of that channel. Leads multiple business process improvement initiatives in parallel to and deliver impact and change effectively
• Collaborates with IS and Business Leadership to develop and implement forward thinking improvement goal/targets as they relates to IS operational activities.
• Manage and solve Technical Issues and bring structure to those issues as they relate to or impact the Business Channel’s operations by managing/leading root cause analysis and resolution efforts across multiple IS teams/vendors
• Assess, analyze, and manage change via the change management process in partnership with other IS leaders and technical partners
• Prepare and present written and verbal content suitable for executive leaders including high impact issue management and analysis, as well as planning and program management for ongoing initiatives
• Represent IS operation and business line in executive status forums
• Ensures that Line of Business partners have a voice in IS and that their operational needs for the systems that support the channels are met.
• Establish mechanisms for communication flow between USCC and Vendor
• Engage with process owners of IT Services Management (ITSM) to identify technical and process efficiency and effectiveness opportunities
• Manage relationships with vendor partner(s) to support flexibility and productivity, and identify opportunities to mitigate risks and reduce costs proactively plan and facilitate operational reviews with Business Planning Managers and Line(s) of Business partners, vendors, and other key stakeholders. Participate in all aspects of Technical Vendor Management including Vendor Selection discussions and SLA development for those vendors, overall technical cost, contract renewal discussions, etc. Ensure that once contracts are developed that said SLAs/SLCs/KPIs are monitored and reported accordingly. Participate in vendor score-carding process.
• Identify and develop mechanisms for reporting operational area health against KPIs
• Establish an executive presence that will enable effective engagement and change leadership with senior stakeholders. Ability to advocate for simplicity with clear thinking and logic and root out drivers of complexity and exceptions to core processes effectively.
• Works across organizational boundaries, facilitating collaboration, and identifying synergies and lead efforts that equate to cost savings for IS, the channel(s), and the company.
Key Partnerships
• Establish strong working relationships and strong collaboration with (but not limited to:
• Line of Business partners
• Senior Level Leadership
• Business Planning Managers
• Line of Business Vendor
• Collaborates with IS Operations leadership, ITSM and other IS members
People Management
• Coach / mentor other team members as appropriate
• As requested, participate in HR performance measurement processes
• Develops and inspires others: Builds and maintains relationships that motivate, guide, and/or reinforce the performance of others toward goal accomplishments. Develops self and others to improve performance in the role and to prepare for future roles; seeks and provides feedback.
• Bachelor’s degree in business or technical field
• Minimum of 8+ years’ experience in Software Development/Support or comparable Technology experience,
• Minimum of 1-3 years in Application Support or IS Operations management.
• Minimum of 2 years working directly with business leaders.
• Prior experience in Technical vendor management, Solution Architecture, Managed Service, or relationship management.
• Business acumen in one of the Business Channels (Sales, Operations, Customer Service, Engineering, Finance, Retail, etc.)
• Strong technical aptitude around technology solutions and the development life cycle.
• Strong ability to manage, negotiate with and influence others in an effort to drive results.
• Strong Relationship Management, Issue Management, and Technical Vendor Management skills.
• Excellent communication skills and executive presence that enable effective engagement and change leadership with senior stakeholders
• Must have excellent verbal and written communication, organization, problem solving, and interpersonal skills
• Well-developed analytical and quantitative skills with ability to research and interpret data as well as make recommendations
• Ability to work in a fast paced, highly visible environment
• Ability to navigate in a managed service environment.
• Business knowledge of the Wireless Industry.Exposure to large-scale managed services or information technology operations is helpfulHigh level of competency in MS Office tools, especially Excel & PowerPoint, along with working knowledge of Visio or other workflow mapping tools
Relevant Technical Skills
• Business Applications: Amdocs BSS/OSS solution, Remedy; Technical Skills: SQL, Oracle, Java, ESB; Office Automation: Word, Excel, Outlook, PowerPoint; Planning & Design: Microsoft Project, Visio; Standards & Methodology: ITIL, Six Sigma, CMM and other relevant methodologies