Jobs for People with MS: National MS Society

Lead, Technology Services Delivery

Brand: Estée Lauder Companies

Description

The Estée Lauder Companies (ELC) Inc. is a Fortune 500, multinational manufacturer and marketer of prestige skincare, makeup, fragrance and hair care products, headquartered in New York City. As the global leader in prestige beauty, we touch over half a billion consumers a year.  The company owns a diverse portfolio of brands, distributed internationally through both digital commerce and retail channels. 

The Technology Lead group is an organization within IT with a primary objective to ensure that IT plans and strategies are aligned with business goals and that the company is maximizing the effective use of technology and innovation in its business practices. This requires ongoing, proactive interaction with business while providing consistent communication with various IT functions. There is a key focus on managing the relationship with the business at both a strategic and portfolio level to ensure the IT organization has early insight into changing business directions to inform and shape information technology demand.

The Blaine campus comprises of the Global Brand (Marketing, Education, Creative, Artistry], Global Support functions (HR, Finance, IT), Global Manufacturing, Global R&D, GBSC including the North American Manufacturing plant, Regional Mid-West Distribution Center, the North American affiliate, and the Consumer Experience FSS onsite.

The Blaine Campus Technology Service Manager (TSM) supports the Brand Cluster Technology Lead in understanding the business challenges and providing technical solution delivery in line with IT Strategy, implementation of support and align IT resources required to deliver solutions in line with the IT Operating Model. The role will ensure effective local service management and adherence to service level agreements providing coordination, escalation to the Global IT Function leads to plan, implement, and deliver high touch IT services and project deliveries. The role needs to operate in a highly matrix reporting environment and lead by influence.

This role ensures the Blaine campus’ user community’s satisfaction with IT’s day to day services and technical service project delivery. This is a highly hands-on IT service delivery role serving as a primary point of contact for the Blaine campus users’ providing technical issue resolution beyond issues reported to the Service Desk or unresolved by the Service Desk in timely manner.

The role will oversee the onsite Field Service Engineers and enables VVIP’s high touch IT service. This role is responsible for ensuring that technology does not hinder but enhances user productivity at Blaine campus on all levels. Coordinate issue resolution when issues are cross functional in nature and span ownership across multiple IT teams and outside vendors. Align on IT priorities with the Cluster Technology Leader and communicate with Global IT teams as needed. Proactively inform Blaine Campus users regarding IT enhancements and escalate potential IT issues to ensure uninterrupted IT service availability to the business users. Assist Global IT teams in building technical delivery plans for the Blaine campus. Own the Blaine campus user experience aspects of Its technical initiative and project roll outs.

The role will also oversee the onsite DI Tech ensuring support for the Data Integrity (GxP compliance) while working closely with R&D IT and SC IT teams to ensure a single campus approach.

Qualifications

Key Activities

Business Engagement – 50%

· Support the Global Brand cluster Technology Lead (GBTL) in partnering with the brand / site and capable to collaborate and lead conversations with business stakeholders.

· Support the GBTL in executing the IT strategy in combination of the brand strategy and provide oversight and leadership within the local Blaine campus.

· Lead local solution projects and ensure effective communication and partnership with key business project stakeholders.

· Provide technology oversight in partnership with R&D IT, SC IT to the Global R&D (Hair category), GSC (Manufacturing, QA, Regional DC) applications and systems.

· Provide mentorship and development guidance to the Data Integrity (GxP) Tech.

· Guiding IT project teams in local relevance and dealing with concerns raised by the business. Identify the barriers and potential risks and possible unintended consequences of a technology change impacting the Blaine campus.

· Ensure project delivery assurance enabling fluid and cross-functional communication, assist in determining resources required for a project, plan and coordinate service introduction, expansion, reduction, and retirement ensuring compatibility and minimizing disruption.

· Ensure that services being brought into the environment have proper support model as well as a decommissioning strategy as applicable. Assist site readiness and communication of project intent prior to initiation of any projects.

· Supports the adoption of technology and helps employees and field support by implementing train-the-trainer methodology, adapting it to their needs and optimizing their productivity. Provides guidance to the user community on best practices, users' roles & responsibilities, How-To’s & best methodology to leverage IT services, support model, corporate IT policies, standards & procedures by way of advice, documentation or initiation and support of workshops.

· Ensures that our increasingly mobile workforce is equipped with the appropriate personal computing and collaborative technology stack to meet individual and role-based needs in a timely and consistent way.

· Is accountable in conjunction with HR for consistent, effective, and professional onboarding and exit / off-boarding processes for employee IT needs.

· Ensures delivery of high touch customer services in all technical areas related to IT & technology and handle customer service escalations.

· Work with the technical teams to understand the impact of planned outages on the end-user community, coordinate and communicate outage windows and facilitate end user testing after changes are made to ensure there is no degradation in services.

· Provide oversight on building renovations / remodelling and buildouts, reassigning of departments in the work location and ensuring successful delivery and ongoing support.

· Provide local support and coordination for VIPs and site(s) events.

· Provide support and coordination with the NoAM ICR team related to any retail activities associated with the Brand Experience Center (FSS within Blaine Campus) or any Blaine campus pop-up events.

Oversee Local Service Management – 40%

· Shows affinity towards always considering the bigger picture, observing connections, and drawing conclusions about the impact of events and activities on each other.

· Lead and ensure up to date documentation of the entire technology services on-site including legacy applications in collaboration with the Brand Business Analyst and Solutions Architect.

· Uses systematic processes and judgment to assess the overall current and future resources across the organization and advises the GBTL on short-, medium- and long-term strengths, gaps, and needs.

· Ability to pull together multiple teams and towers work in a unified manner to provide seamless service delivery to the Blaine user community.

· Identify areas of opportunities for improvement in service offering and provide feedback to strategic vendors.

· Understand risks associated with local infrastructure, facilitate software installations, and define support mechanisms and suppliers – document in risk register and highlight mitigation and remediation opportunities to the GBTL.

· Ensure the site Field support team are working within the framework of the global IT’s service delivery model, local site best practices while looking for opportunities bring ‘high-touch’ to the business user community.

· Observe quality, alignment to SLAs & Business Satisfaction of Managed Service providers for the Blaine campus, escalating to Global IT Functional Leads where necessary for remediation. Assists in the development of summary decks (by reviewing raw data) for GBTL presentations.

· Drive adherence to problem management processes, ensuring root cause analysis is conducted, site wide analysis and trending completed, and corrective action plans are followed, completed, and communicated to the business and TLs.

· Attend regular service reviews with Service Desk & Field Service teams and factor Customer surveys related to all Service desk incidents and service requests, provide feedback to the customer to provide a transparent service. Elicit direct feedback from business colleagues on service offering.

· Accountable for successful resolution and escalation of major incidents and provides site feedback into Priority Service restoration bridge calls. Also acts as the focal and first escalation point for global IT & support ecosystems.

· Review and approve EOL equipment replacement & provide New Hire / Break Fix forecasts for equipment to be provisioned by the managed service provider teams.

· Ensures on-site Break/Fix and Spares pool is replenished acting on inventory information passed from local support teams.

· Organize procurement activities for non-managed service provisioned equipment (i.e., Teams enabled headsets, other IT accessories, etc.).

· Collaborate with Office services on all Managed Print services, Creative printing and Zebra printer needs for Blaine campus.

· Lead all Collaborative and audio-visual technology deployment including user adoption strategies.

· Is accountable for security, performance, continuity, and general appearance, safety, and performance of the onsite computer / data rooms.

· Assist in testing various Global IT rollout solutions, activate a power user pool for advance testing, when necessary.

· Energize and motivate the local team to partake in key Global IT events such as Tech Day in Pink, IT Day of Service and look for local engagement opportunities (ERGs etc.)

Ensures IT technical, risk and compliance standards within the Location – 5%

· Represents IT in the Location’s Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP). The TSM is part of the Blaine campus’ Crisis Management Team to ensure relevance of the IT elements of the plan BCP/DRP.

· Supports the validity of all aspects of user provisioning & of security and distribution user accounts in AD, mailboxes, applications etc.

· Oversees and signoffs all consultant and resource accounts linked to the Tech function for the Blaine site.

· Ensures compliance with regulatory operations such as Change controls, quarterly SOX/PCI sign offs, RCTS, Privacy activities as agreed with IT and business and participates in relevant governance meetings (DPC, CAB, process reviews).

· Communicates with the TL to ensure that the Risk Register is updated according to IT policies.

· Handle all security exceptions as required by the business & in line with IT policies.

Financial Management – 5%

· Assist the GBTL in building business cases for key Blaine campus related IT Operation projects.

· Assist in developing site budgets & monitor spending against the budget.

· Review of monthly OPEX charges to ensure financial accuracy.

· Assists site IT Procurement related activities by providing budget oversight, ensuring proper controls as well as working closely with the buyer's network.

· Where required, manages renewal/upgrades with local vendors. Individually or working with Global Procurement teams, anticipates and manage contract renewal dates, negotiates contract detail and cost (with local suppliers), provides input to Global contacts and services, handle annual contract SLA, delivers cost effect and efficient supplier management.

· Review of monthly RU Workstation charges to ensure financial accuracy.

Behavioral Skills

· Proven ability to work as part of a team, with professionals / stakeholders at all levels.

· A self-starter, proven in building teams and creating strategic plans who can work without daily supervision and limited direction.

· Tenacious with good follow up and attention to detail

· Good Problem solving / analytical skills and capability to convert information to actionable goals.

· Ability to think strategically and creatively and communicate effectively in a fast moving, rapidly growing area.

· Ability to execute and lead by influence.

· Adaptable and able to work under pressure.

· Adaptability / ability to manage change.

· Superior interpersonal skills & ability to communicate comfortably with all levels of site management.

· Leadership -- effectively leads teams & people.

· A commanding presence that projects professional gravitas, alongside the ability to establish credibility and be decisive.

· Smart risk taking and decision making.

Functional Skills

· Ability to understand business concepts and processes and relate them to the IT organization and vice versa.

· General working knowledge of IT concepts and services (networks, storage and compute, desktop support, unified messaging, office automation and email)

· General working knowledge of physical and logical Cybersecurity and relevant compliance regulations

· Ability to tie together solutions across multiple systems and platforms.

· Project management skills

· Basic software release/deployment management skills

· Understanding and expertise in the IT service delivery methodologies (minimum ITIL Foundation and Service Operations Intermediary Certificate)

· Ability to function in a lead capacity and mentor field service engineers.

· Ability to run Service Improvement Programs

· Ability and experience in managing budgets, forecasts, and costs.

· Good supplier / vendor management relationship and technical (service) leadership skills

Technical Skills and Qualifications

· Working knowledge and expertise in MacBook and PC support and maintenance

· Working knowledge of LAN/WAN architectures and equipment, data communication protocols, and network configurations

· Knowledge of IT services including but not limited to O365 collaboration tools, network, storage, desktop support.

· Knowledge of ITIL principles

· Service Metrics and Service Level Management

· Service Design, Transition and Operation

· Working knowledge of Service Now (SNOW)

· General working cybersecurity and compliance regulations knowledge

· Proficient in Active Directory, Cloud Technologies, including familiarity with the Azure cloud services

· Experience in design thinking and personas advantageous

The anticipated base salary range for this position is $98,500 to $165,750. Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location. In addition to base salary, this position is eligible for participation in a highly competitive bonus program with possibility for overachievement based on performance and company results.

In addition, The Estée Lauder Companies offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and vacation time, and many others. Many of these benefits are subsidized or fully paid for by the company.

Job: Information Technology

Primary Location: Americas-US-MN-Blaine

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Job Number: 246941

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. It is Company's policy not to discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The Company will endeavor to provide a reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability and to employees and prospective employees with needs related to their religious observance or practices. Should you wish to apply for this position or any other position with the Company and you believe you require assistance to complete an application or participate in an interview, please contact USApplicantAccommodations@Estee.com