Associate Manager, Global Technology Delivery - Regional Operations Management

SC JOHNSON IS A FIFTH-GENERATION FAMILY COMPANY BUILT ON THE SPIRIT OF OUR PEOPLE. We have been leading with purpose for over 130 years, building iconic brands that win the hearts and minds of consumers – such as Raid®, Glade®, Ziploc® and more, in virtually every country around the world. Together, we are creating a better future – for the planet, for future generations and for every SCJ team member. Join our winning team of Wave Makers and Go Getters and help us write the next chapter in the SCJ story.

The Associate Manager, Global Technology Delivery (GTD) - Regional Operations Management (ROM) Lifestyle (LSB) and Professional (Pro) Business Unit role is a critical component of IT’s Global Service Delivery and Operations team.  SC Johnson’s IT organization, Business Process and Technology (BPT), which is comprised of several teams, including Applications, Information Management, Infrastructure, Information Security, Business Relationship Management, Governance & Operations, that work together to deliver and sustain business enabling technologies. Working with other ROMs, IT Service Delivery Teams and Strategic Partners globally, this role will focus on the customer experience and building/maintaining key business relationships while providing an interface & escalation point for resolving operational IT needs across all areas of the business.  Engagement in the IT Service Management lifecycle (including but not limited to service design, transition and operations) will help ensure IT Services are delivered efficiently and effectively for keeping the business running.

This is an onsite roll in Racine, WI

KEY RESPONSIBILITIES

• Act as a key contact for business leads over LSB & Pro business unit IT operations activities to deliver end to end IT services to business partners.

• Coordinate with Service Delivery teams to ensure incidents are resolved in a timely and effective manner, delivering the highest customer satisfaction. Review LSB and Pro Operations Statistics and support incident, service requests and problem resolution to maximize service availability for LSB & Pro businesses.

• In partnership with Service Delivery Teams, Strategic Partners, the PMO, and Organizational Change Management, orchestrate the delivery of regional Infrastructure Services and Projects that meet business requirements.

• Communicate with key business leaders on upcoming projects, events, and manage issues encountered for all sites within region. Facilitate proper education and escalation between customers and BPT.

• Drive operational excellence, IT best practice, process compliance and a continuous improvement mindset across the BPT organization.  Fostering a work culture focused on service excellence, and cost-effective service delivery.

• Collaborate with Local Technical Support and key business contacts to coordinate local data center/closet, network, server and power outage initiatives.

• Partner with other BPT groups including BRMs to ensure customer requirements are being met.

• In partnership with Business Leads, this role is a key member of Change Review Board (i.e., CAB) and Emergency CAB (ECAB) in reviewing, coordinating and approving changes that affect the business.

Require Experiences

• Bachelor’s Degree required in Computer Science, MIS, Business or related degree or military experience may be considered in lieu of degree requirement

• 5+ years of experience in information technology and/or business/industry work experience and customer facing role

• 3+ years of global project management experience

• Must be authorized to work in the United States without sponsorship

• Up to 25% travel required

PREFERRED EXPERIENCES AND SKILLS

• strong ITIL mind set, with ITIL v4 Certifications a plus

• Leadership skills – leading self, leading others, leading the business

• Strong communication, interpersonal and organization skills as well as excellent customer and vendor relationship management

• Experience working with managed service vendors

• Experience operating with a geographically diverse global team

• Demonstrated ability to partner and collaborate across organizations to optimize outcomes

Job Requirements:

• Full time with occasional operational support outside core business hours

• Remote work is available once a week for eligible employees

SC Johnson’s total compensation packages are at or above industry levels. In addition to salary, total packages may include bonuses, long-term incentives, matching 401(k) contributions and profit sharing based on company profitabili