Manager, End User Experience
Dallas, TX

Job Description

COMPANY OVERVIEW

For over a century, Neiman Marcus Group has served the unique needs of our discerning customers by staying true to the principles of our founders: to be the premier omni-channel retailer of luxury and fashion merchandise dedicated to providing superior service and a distinctive shopping experience in our stores and on our websites. Neiman Marcus Group is comprised of the Specialty Retail Stores division, which includes Neiman Marcus and Bergdorf Goodman, and our international brand, mytheresa.com. Our portfolio of brands offers the finest luxury and fashion apparel, accessories, jewelry, beauty, and home décor. The Company operates more than 40 Neiman Marcus full-line stores in the most affluent markets across the United States, including U.S. gateway cities that draw an international clientele. In addition, we operate 2 Bergdorf Goodman stores in landmark locations on Fifth Avenue in New York City. We also operate more than 40 Last Call by Neiman Marcus off-price stores that cater to a value oriented, yet fashion minded customer. Our upscale eCommerce and direct-to-consumer division includes NeimanMarcus.com, BergdorfGoodman.com Horchow.com, LastCall.com, and CUSP.com. Every day each of our 15,000 NMG associates work towards the goal of enabling our customers to shop any of our brands "anytime, anywhere, and on any device." Whether the merchandise we sell, the customer service we offer, or our investments in technology, everything we do is to enhance the customer experience across all channels and brands.

DESCRIPTION

The Manager, End User Experience is responsible to ensure positive customer experiences for our end users receiving Neiman Marcus Group (NMG) IT support services. Candidates will serve as the Product Owner of our ServiceNow platform and all associated services delivered by the solution. This role serves as a primary communication conduit for IT Support activity to our entire NMG user population. The position has frequent contact with senior business leadership, end users, direct reports, peers, and independent vendors. The role is responsible for the delivery of IT Service Desk, End User Compute, Mobility, and Collaboration Services for the organization's 15000 end user population delivered under outsourcing agreements with our strategic providers.

The ideal candidate will play a key role in the supporting of NMG's IT transformation through the development and delivery of a strategy to drive improvements in end user satisfaction and will be the primary reviewer of Customer Satisfaction information. An ideal candidate will have experience in driving insights into our Customer Experiences with IT support, and also have the ability to identify discrete initiatives to transform our services to provide best in class end user experiences. The candidate will be responsible for a team of 4 individuals who have direct responsibility for the oversight and review of all services provided within NMG's outsourcing agreement including SLA management and managing Continuous Service Improvement opportunities.

This position will also serve as an ITIL/ITSM Process Owner for areas in Service Operations.

Principle Responsibilities (essential job duties and responsibilities):

* Oversee the operations of a global, follow the sun Service Provider Support team including review/approval of processes and work instructions for incoming requests, and ensuring all work is delivered on time and in a customer friendly way. This includes the Service Desk, End User Computing, Mobility, and Collaboration Services teams as well as part of the Cross Functional team.
* Defines global IT processes for Service Desk, End User Computing, Mobility, and Collaboration services and holds third party teams accountable through regular meetings with the subordinate managers on the vendor's teams.
* Service as Product Owner for our ServiceNow ITSM ticketing system and end user Portal.
* Analyze data around support service delivery, identify trends, exposure GAPs, identify repeat issues, and drive NMG and Service Partner team members to improvements using TQM techniques.
* Work closely with Service Partner management personnel and direct reports to ensure alignment on all developing issues and coordination of knowledge transfer for all related support activities. Review/Approve Knowledge Management articles for areas and processes of responsibility.
* Act as first point of management escalation for all associate issues around end user and desktop support performance. Meet regularly with IT leadership in partnership with Service Provider management personnel to provide updates on Service Delivery metrics and outstanding issues; identify, analyze, document, recommend, and implement areas for services provided in assigned areas of responsibility.
* Act as first point of contact for Service Provider management escalation for all assigned support area teams. Meet with IT Leadership as required to drive responses to escalated issues impacting Service Providers' ability to deliver contracted services.
* Oversee a contracted Service Provider responsible to establish and maintain process and procedure to manage global IT software and hardware inventory. Develops and manages logistics around the assignment, repair, and replacement of IT assets for new and existing employees to include loaner equipment as required. That also ensures accurate tracking of all end-user and mobility IT equipment
* Ensure dentification, analysis, testing, recommendation, and implementation of new/emerging technologies and desktop Images within the end-user computing environment.
* Oversee a performance measurement framework and facilitate a feedback system for Service Provider teams on issues such as customer service, communication, and technical skills to enhance the quality of support delivered on an ongoing basis.
* Act as Process Owner for assigned ITIL/ITSM areas of Service Operations including Service Request/Catalog, Incident Management, Problem Management, Change Management, Service Asset and Configuration Management and Event/Major Incident Management (MIM).. This includes the review and approval of processes, work instructions, and Metrics reporting performed by assigned Service Provider personnel.

Experiences:

* ITIL/ITSM process knowledge
* IT experience operating with multiple locations and time zones
* Experience working in an outsourced IT environment coordinating work through a Service Provider
* Familiarity with contract and vendor management processes
* Experience driving CSI opportunities from a data driven, TQM, Lean, etc. model
* Experience delivering OCM communications around IT activities including different mediums like emails, slide decks, and presentations
* Strong interpersonal and communication skills with the ability to communicate technical verbiage to a non-technical audience
* Experience evaluating and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
* Ability to anticipate and identify potential issues for consideration and raise them in a clear and concise manner along with recommendations for potential solutions
* Proactively identify improvement opportunities and be an ambassador to the IT community
* Ability to work with multiple cultures
* Excellent technical, organizational and management skills

Minimum Qualifications:

* 10 years in IT with 3 or more years in a management/leadership capacity
* A minimum of 2 years in a manager role within a service delivery or related role

Preferred Qualifications:

* ITIL/ITSM and/or Process improvement training or certifications
* 5 plus years in a Service Desk support environment
* 5 plus years End user computing strategy/deployment experience

Education:

Bachelor's degree in IT, Business Administration, related field or equivalent experience