Senior Manager of IT Service Management
Hanes Brands

Winston-Salem, North Carolina

Posted in Retail

This job has expired.

Job Info


This position is the key collaboration role to ensure the IT service portfolio is aligned with HBI business goals. Key focus is on leadership, support, and ongoing enhancements of the IT Service management functions needed to deliver IT services that exceed customer expectations. Areas of responsibility include:

  • First line support for all IT service delivery issues including global service desk
  • Management and reporting of IT service metrics
  • Develop and manage overall IT service management strategy and processes
  • Delivery of key day to day IT operational services

Manages a team with accountability of policy and strategy implementation of IT service delivery. Establishes operational plans with measurable contribution towards delivery and improvement of IT service level agreements. Strong focus on delivering top-tier IT services that exceed customer expectations.

  • Coordination with other IT areas on delivery of day to day IT services. Responsible for ensuring processes are optimized for delivery of highly available IT services.
  • Accountable for management of global service desk including ongoing adherence and adjustments to contractual SLAs from external provider(s). Acts as conduit between global IT team and service provider to ensure customers of service desk are getting timely and acceptable support from this function.
  • Development and reporting of IT service metrics including analysis and recommendation for improving issues impacting service delivery. Included are detailed reporting with functional team owners along with executive reviews with Senior IT team.
  • Manage 7 X 24 global IT operations team that is accountable for delivery of key IT system outputs. Coordination with other IT team members on resolving service delivery issues impacting overall business operation. Takes lead role on ensuring timely resolution of high business impact issues.
  • Communication of any significant delivery issues to appropriate IT and business owners. Shares appropriate level of details in clear, understandable level based on audience.
  • Leadership role for IT Change management process. Leads a cross functional Change Review board that evaluates and approves requested changes based on readiness and overall business risk (timing, other concurrent changes, etc.).
  • Develops and manages IT service management budget including creation of annual plans, cost reduction opportunities, and adherence to approved budget.
  • Works with other IT team members and data center provider(s) to ensure optimal configuration of data center space including physical layout of equipment, power, and access to facility.

  • 7+ years of service delivery/service experience including leadership of a large, global 7 X 24 IT service management operation; 5+ years direct management experiences
  • Knowledge of IT service processes (ex. ITIL) and best practices. Preferable experience with Agile and DevOps. Certifications are a plus.
  • A focus on high quality service delivery and customer satisfaction
  • Ability to drive process improvement to continually improve service and reduce costs
  • Change agent for service delivery improvements
  • Strong relationship skills with external providers and ability to identify and fix delivery issues
  • Strong interpersonal skills
  • Ability to communicate complex and technical issues to diverse audiences
  • Excellent troubleshooting skills with ability to drive resolution on cross functional, high impacting IT service issues
  • Able to negotiate contracts and SOWs with service delivery providers
  • Manages and develops a staff of internal employees and management of external providers
  • Requires a University degree or equivalent experience and minimum 10 years relevant experience

To qualify, applicants must be legally authorized to work in the United States and should not require now, or in the future, sponsorship for employment visa status.

EOE/AA: Minorities/Females/Veterans/Disabled.

Only applicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly:

Telephone: 877.999.5553


This job has expired.

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