Manager, Infrastructure Services Delivery

NEIMAN MARCUS GROUP

Neiman Marcus Group (NMG) has been the premier destination for luxury fashion and goods, superior service, and an elevated retail experience for more than a century. Today, 9,000 associates contribute to the success of NMG's brands: Neiman Marcus, Bergdorf Goodman, Last Call, and Horchow. There are 38 full-line Neiman Marcus stores in cosmopolitan markets across the United States and a sophisticated digital platform that attracts shoppers worldwide. Bergdorf Goodman operates two stores in landmark locations on Fifth Avenue in New York City and BergdorfGoodman.com, catering to loyal luxury customers globally. NMG also owns five Last Call stores and Horchow.com, an e-commerce site that offers premium furniture and home decor.

As an organization, NMG is on a transformational journey to become the preeminent luxury customer platform. NMG continues to deliver the best integrated customer experience and has evolved the business to succeed in the ever-changing retail landscape. NMG is a relationship business. What differentiates the organization from other luxury retailers are its unique assets: a strong store footprint, the most knowledgeable associates, an engaging online experience, solid brand partnerships, innovative digital and in-store experiences, the most loyal luxury customer base, and a strong balance sheet.

Our customers will always be at the center of everything NMG does. The company continues to reinvest in new technologies that enhance the customer experience. NMG meets customers where they are. NMG's goal is to offer customers a seamless experience across its stores, online, and remote digital selling.

NMG's priority is to develop a highly engaged and high-performing team where everyone belongs. The business attracts and retains best-in-class talent through unique offerings provided to associates in addition to standard employer benefits. These include an innovative way of working, associate discounts on merchandise, tuition reimbursement, associate hardship fund, and paid time off to volunteer, to name a few.

As part of NMG's Environmental, Social, Governance (ESG) work, the organization is focused on driving its core value of being "All Heart." NMG is also assessing its current environmental and social impact while developing a three-year plan to lead the luxury industry in its commitment and transparency to environmental and social sustainability. NMG strives to become an employer of choice, driven by a culture of Belonging. A dedicated team focuses on this journey, directly impacting how NMG conducts business throughout the workforce, workplace, and marketplace dimensions.

NMG has incredibly passionate and committed corporate and store associates. NMG offers associates an environment where everyone feels welcomed, nurtured, and empowered. Our associates are the heart of NMG. As an organization, NMG leads with love - love for customers, love for associates, and love for brand partners.

DESCRIPTION

The Infrastructure Support Engineering /Service Delivery Manager is responsible for delivering all Infrastructure Services required for business operations and managing daily operational support to ensure infrastructure and its services are up and running meeting predefined busines SLAs. Infrastructure services deliver specialized capabilities and provides value to internal and external customers in the form of IT services embracing "Every day is Holiday" culture.

The position manages a cross-functional Infrastructure Service Delivery team to ensure services delivered in the omni-channel environment are superior. Role strives to meet all operational SLAs, manages team to ensure business KPI targets are met, and strives for maximum technical team performance.

The position requires collaboration and partnership with multiple cross-functional business (including and not limited to Stores, Warehouses, Data centers) and technology partners (both internal and external). Review, evaluate, and recommend modern technology solutions, scripting, and automation. Operational processes require continuous review to identify operational gaps and provide direction to reduce or eliminate support gaps and drive performance with cross-functional teams to improve efficiency.

Responsibilities

• Lead Infrastructure Support Engineering/Service Delivery team tailoring Industry standards to effectively set expectations coaching, mentoring, and goal setting for growth encouraging professional development
• Effectively communicate high expectations of the team
• Develop and execute strategy to provide systems automation and efficiency that delivers 24/7 server, data, virtualization, and platform availability and a robust integration into CI/CD tools and processes
• Drive strategy and operation of data loss management capabilities; data backup/restore, replication, etc., as well as support disaster recovery planning and implementation
• Ensure 24x7 availability for critical systems; participate in the strategic planning of the enterprise infrastructure; perform day-to-day administrative tasks, participate in 24x7 escalations for critical systems errors/issues/outages
• Work with Information Security (InfoSec) ensuring that the proposed infrastructure solution complies with infra and Cloud Security Guidelines
• Ensure that all the different service domains (e.g., Web, Database, Storage, Networking, IAM, Server, EUC) are delivering business expectations. Serve as a proxy between the different service domains and the support team when questions or issues surface
• Provide clear, concise communication to cross functional teams, peers, and leadership when required
• Effectively manage colloquial requests for services and evaluate, decision, prioritize, and assign resources to ensure approved requests are completed timely
• Utilize industry standards for problem solving and engage with triage for priority Incidents providing guidance and recommendations for issues resolution as per agreed business SLAs
• Manage daily operations within multiple disciplines (e.g., end user management, mobility management, Infra security, Service desk, Network, Database etc.,) to ensure successful delivery of services by Service Provider
• Participate in periodic reviews providing feedback on Service Provider performance identifying opportunities to improve Service Delivery

QUALIFICATIONS

• Bachelor's Degree in Computer Science, Information Systems or equivalent
• 5+ years' managing medium to large size technical teams in Large Retail or Fortune 500 Company
• 10+ years' as Technical Lead delivering or supporting highly available computing solutions
• 5+ years' experience in Information Technology supporting multi-dimensional hyperconverged Infrastructure
• 3+ Infrastructure experience and knowledge including a basic understanding of AWS Cloud infrastructure/services and delivery models, storage concepts, networking basics
• Possess working knowledge of legacy on-prem, cloud, and IaaS Infrastructure Technologies
• Effectively manage People, Processes, and Technology delivering product through others
• Must have strong background in some or all of the following disciplines
  • Technology infrastructure background
  • IT assessments, project management, service delivery, security compliance
  • 5+ years' experience - Network, Systems, Virtualization, Database, DCIM, Active Directory, MS365, Messaging
  • ITIL management, Dev Ops, and customer service

• Excellent time management skills with the ability to manage multiple projects and teams (NOT a PM role)
• Must have excellent communication skills (written, verbal and upward), soft skills, professional presentation, and work ethic
• Approximately 10% travel required
• Must currently reside in the DFW area

Competencies

• Excellent technical leadership skills with ability to influence effectively without direct authority
• Technical knowledge in the following: server hardware and virtualization, server operating systems, data back-ups, disaster recovery, data center oversight, on-prem and hosted storage solutions, Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS) solutions, and hybrid cloud
• Build speed to market module for Infrastructure by developing automation using scripted, DevOps, CI/CD/IaaC methodologies.
• Strong business acumen, operations, and problem-solving skills
• Detail-oriented with strong organizational skills
• Ability to prioritize initiatives, meet deadlines, and multi-task effectively
• Solid facilitation skills communicating effectively with teams and key business stakeholders
• Technologist with robust desktop computing skills fluent with software including Microsoft Office 365