Director of Operations & Support (Hybrid Remote)

Our partner is looking for a Director of Operations & Support in Rosemont, IL that is a hybrid remote position.

The Operations & Support Director for Supply Chain Integration Services (SCIS), is responsible for managing a team of business analysts around the world. The SCIS Director, Operations & Support manages all support processes across SCIS.

The MB Supply Chain Integration Services (SCIS) global team architects scalable, industry-leading digital solutions to support our markets in driving a collaborative, efficient and transparent supply chain that is robust and resilient in meeting the evolving needs of our customers.

Position Responsibilities may include, but not limited to:

• Develops and implements production support methodologies, including Critical Incident Management Plan, with a ‘Follow-the-Sun’ approach involving SCIS Centers of Excellence, Global and Local IT teams, and strategic vendors
• Responsible for monitoring performance against SCIS and Vendors’ Service Level Agreements in each country, organize regular tactical and strategic vendor reviews, and developing/execution of communication plans for critical incidents
• Contributes to strategic partners reviews and prepares for contract negotiations
• Standardizes SCIS security policies across the entire organization and engages with IT teams
• Supports the definition of SCIS Business Continuity Plans embedded in local BCPs across multiple regions and leads BCP system evolutions with Global and Local IT stakeholders
• Manages the engagement with IT teams (demand management, resource planning, problem management, post-mortem analysis)
• Understands global and local IT programs and strategies and socializes them internally
• Act as an escalation point for Priority 1 and 2 production support incidents
• Manages overall business analysis, root-cause analysis & problem management services delivered to a key customer account. Supervise performance of support vendor(s) delivering level 1 and 2 support.
• Develops a training practice within SCIS to deliver continuous learning services to supply chain organizations, and delivers new services supporting key operational processes in the countries
• As a member of the Senior Leadership Team, actively contributes to the definition of the SCIS strategy and roadmap (services and people)

Requirements

• Bachelor’s Degree, with 8 - 10+ years of related experience and 6+ years of supervisory experience.
• 3+ years of experience in production support in complex and international organizations
• Expertise in designing support, escalation workflows, business continuity plans and stakeholder management models
• Problem-solving aptitude with solid negotiation and conflict management skills
• Excellent verbal and written communication skills, including the ability to listen and to communicate effectively and persuasively with individuals and in presentations to groups
• Ability to display self-confidence while showing respect and support to others.
• This position must pass a post-offer background and drug test.

• Experience in Software Vendors and/or Technology Consulting Firms
• Knowledge of Data Management and Business Intelligence
• Knowledge of People Change Management techniques